Day 1- Sherif Hazma-Oracle-Listening to the Citizen-Social Media_Mobile_Analytics and Cloud...
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Transcript of Day 1- Sherif Hazma-Oracle-Listening to the Citizen-Social Media_Mobile_Analytics and Cloud...
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.1
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.2
Safe Harbor
The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Empowering MODERN BUSINESS in the Cloud
Social Media, Mobile and Cloud …..
Sherif Gawdat Hamza, Applications Senior Sales Director, Africa
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.4
The Social Space
Where Are You ??
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.5
Social Media by the Numbers
~170 millionusers
2.7 billion+Social Media
Usersglobally
500+ millionusers
955+ million users
2+ millionusers
800+ millionusers ~11 million
users20+ million
users
250+ millionusers
30+ millionusers
~5 millionusers
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.6
Social
Mobile
Cloud
Big Data Analytics
New Business ModelsNew Products New Experiences
New Technologies | New Possibilities
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.7
?What if mobile, social, cloud, and analytics were native to your operations?
How would that change your …
Citizen and employee experiences?
Communication model?
Services and feedback?
Policy?
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.8
Social, Cloud and Big Data in Public SectorExamples in different segments
Fraud Prevention Infrastructure CitizensExperience
Threat Identification Economic Analysis Cyber Security
Regulatory Compliance, Licensing & Law
Enforcement
Open Government Tax Collections
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.9
Social, Cloud and Big Data in Public SectorExamples in different segments
Fraud Prevention Infrastructure CitizensExperience
Threat Identification Economic Analysis Cyber Security
Regulatory Compliance, Licensing & Law
Enforcement
Open Government Tax Collections
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.10
WHAT IS CITIZENS EXPERIENCE?
SOCIALWEB MOBILEDIRECT CALL CENTERIN-OFFICE
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.11
Expect Government Services To Be
Obtained As Easy As Online Shopping
Rapidly Changing Policy,
Programs and Services
Traditional Outreach
Becoming Less Effective
Constituents’ Voices Are More Powerful Than
Ever
CITIZEN EXPERIENCE IS CRITICAL KEY MECHINISM FOR DRIVING TRUST AND STRENGTHENING RELATIONSHIPS
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.12
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.13
CITIZENS’ WISH LIST
1. Make it easier to determine where to go for an answer (45%)
2. Improve response times (42%)
3. Provide consistent information (26%)
4. Improve representatives’ listening skills (18%)
5. Add more self-service options, like online question and answer features (15%)
“Agencies must streamline processes to reduce costs and accelerate delivery, while reducing the need for customer calls and inquiries.” – Executive Order 13571
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.14
CX VALUE EQUATION & JUSTIFICATION
Build Trust and Strengthen
Relationships
RReputation
+ +Increase Adoption
of Citizen Services
AAdoption
Citizen ServicesGovernment Mandates
Interaction Opportunities
Service QualityConsistency
Multi-Channel Support
Reduce Costs and Effort
EEfficiency
Self ServiceAgent ProductivityCost of Operations
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.15
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.16
Social, Cloud and Big Data in Public SectorExamples in different segments
Fraud Prevention Infrastructure CitizensExperience
Threat Identification Economic Analysis Cyber Security
Regulatory Compliance, Licensing & Law
Enforcement
Open Government Tax Collections
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.17
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.18