Citizen Engagement and Connected Gov - Tom Petrash

8/22/2019 Citizen Engagement and Connected Gov - Tom Petrash

1/23

Engaging with Government

Tom PetrashExecutive Director, Public Sector IBU


2/23

2 Copyright 2012, Oracle and/or its affiliates. All rights reserved. ConfidentialOracle Internal

What is Citizen Engagement

The sum of all interactions a citizen has with a governmenover the duration of their relationship with that agency.


3/23


Why do Citizens Engage?

Required - Compliance

Need - Want


4/23


How Do Citizens Engage?

Office/Channel Contact CenterFace-to-Face

MobileKiosks Tablets


5/23Copyright 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 135

What creates a Great Citizen Engageme

Connected & Multi-Channel Interactions

Highly Responsive & Proactive Services

Consistency

Personalized Journey


6/23


Examples of Government Pro

Knowledge almost Agencies and Auth

Money Grants, Loans, Subsidy, Housi

Benefits VA, Social Security, Social Pr


7/23


What do People thinkwhen they thin


8/23



9/23


How do we engage with L.L. Bea


10/23


SO WHAT!


11/23


The Key is DATA Integration

Across ALL Channels of Acc


12/23


Single Source, Shared Every Where


13/23


UniqueDifferent


14/23


So Why is Government Different?


15/23


Enabling Compliance


16/23


Key IT Enablers to Increase Complianc


17/23

17 Copyright 2012, Oracle and/or its affiliates. All rightsreserved.

Social Relationship Manage


18/23


Citizen digital body language

#Swimm#Scrapb#25Hou

Recreat

#ChildCare, #Parenting#TravelSantorini,#NationalGeographicChannel,#TopChef, #AmericanIdol#DenverBroncos, #HagenDaz,#CrimsonTide, #Law&Order#AmericasTopModel

Interests

#,Hospitality, #DenverEvents#TravelPhotographers,#TravelProffessionals, 500px.com

Professional

#Target, ##CheerCo#Yelp!Den#NationalP##Playgro#CartoonN

LifestyleMom

Age: 25-44Household income $20k+RenterDenver, Colorado

Demographics

Behavioral

5 Behaviors of Successful Modern Marketers

visited 6 pages on the website

downloaded whitepaper

visited landing page

registered for an event

submitted a form

registered using social profile (LinkedIn)

opened email & clicked through email
http://blog.eloqua.com/5-behaviors-of-successful-modern-marketing/http://blog.eloqua.com/5-behaviors-of-successful-modern-marketing/http://blog.eloqua.com/5-behaviors-of-successful-modern-marketing/http://blog.eloqua.com/5-behaviors-of-successful-modern-marketing/http://blog.eloqua.com/5-behaviors-of-successful-modern-marketing/http://blog.eloqua.com/5-behaviors-of-successful-modern-marketing/


19/23


Examples


20/23


Raised customer satisfaction levels from poor to

very good

Moved many personnel programs to new web-

based knowledge management service

Increased monthly utilization of web knowledge

base - over 1 million hits a month

More stable, faster and current system that is

upgradable in a Cloud hosted environment

Combined personnel services improvements

with necessary cost reductions

Solutions

Air Force Personnel Center


21/23


24/7 Web information self-service to thestates citizens and businesses

Approximately 3500 to 4000 daily sitevisitors find answers through self-service

Less than 2% of those visits result inquestions via emaila 75% overall

reduction

Improved service while reducingphone, email, and in-office operatingcosts

Solutions

New York State DMV


22/23


Key IT Solutions Future of Citizen Enga

Data Integration No Silos, same data through all chan

Predictive Analytics in-memory, real time

Policy Automation and Modeling plan outcomes, adju

Big Data structured and unstructured data

Social compile digital body language profile


23/23


Citizen Engagement and Connected Gov - Tom Petrash

Documents

Transcript of Citizen Engagement and Connected Gov - Tom Petrash