IBM Portal: Building better citizen services, lowering the cost of service to the customer, partners...

IBM WebSphere PortalIBM WebSphere Portal

IBM W bS h ® P t lIBM WebSphere® PortalExceptional Web Experiences Drive Better Business Outcomes

Mike HandesWebSphere Portal Leader A/NZ

Make change work for youIBM Insight Forum 09®

IBM WebSphere Portal

C d ’ l ClCustomer Imperatives in Today’s Financial Climate

Retain Customers

Reduce CostsReduce Costs

Responsiveness


2

IBM WebSphere Portal 3Portals & Mashups pHelp Drive Better Business Outcomes

Exceptional Exceptional Web ExperiencesWeb Experiences

Excellence inExcellence in

pp

Excellence in Excellence in IntegrationIntegrationand Cost Savingsand Cost Savingsand Cost Savingsand Cost Savings

Empowering Empowering p gp gBusiness UsersBusiness Users


IBM WebSphere Portal 4

Exceptional Web ExperiencesExceptional Web ExperiencesOne Platform - Many Different Business Needs

Partners Customers

WebSphere®

Portal

EmployeesEmployees



Exceptional Web ExperiencesExceptional Web ExperiencesVital For Organizations To Differentiate

attractengage

attract

bBusiness

better

O t

t i d li ht

Outcomes

retain delight



Exceptional B2C Web Experiencesp pGrowing Priority: 75% of new Portal projects


IBM WebSphere Portal 7Better personalization helps retain customers with p pcompelling experiences

“What are your top one or two business drivers for increased y pdeployments or usage of Web content management?”

63%Customer experiences

37%

25%New eBusiness

Lower operations cost

25%

25%

16%IT t d ti

Improve internal communication

New eBusiness

16%

12%Brand consistency

IT cost reduction

In 2007, customer experience was 37%

Base: 187 WCM decision-makers (multiple responses accepted)

12%Increased salesexperience was 37%.


Source: October 2008 North America, Europe, and Asia Pacific Web Content Management Online Survey


Three out of four companies are investing in portalThree out of four companies are investing in portal technology this year

“What are your firms plans to implement or expand its use of portal technolog in the ne t 12 months?”technology in the next 12 months?”

Interested/considering

Not interested/considering

don't know

19%25% 28% trying portal for

PilotingDecreasing/removing

9%the first time!

Expand/upgrade

30%17%Despite economy,

17% investing more

Implementing/implemented

Expand/upgrade existing

implementation


Base: 924 North American and European IT decision-makers

Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2008


IBM WebSphere Portal V6.1 - Exceed User Expectations

A highly responsive interface

New Web 2.0 Features!p p

Many actions possible without server roundtripsAvoids page reloads via more modular callsPortlets refresh independent of the page

Improved performance and scalabilityReduced bandwidth requirements Reduced client-side processingI d h bilitImproved cachability

Browser-side Aggregation, Navigation and Customization

Implemented using AJAX XML Dojo and JavaScriptImplemented using AJAX, XML, Dojo, and JavaScriptLive Text

Give users one-click access to information that “pops” on the pagepops o e page

Current WebSphere Portal customers will find most existing Portlets benefit di tl f W b 2 0 d i d l ith t h


directly from Web 2.0 rendering model without any changes


Web 2 0 & IBM StrategyWeb 2.0 & IBM StrategyTake Success of Web 2.0 and Make Take Success of Web 2.0 and Make

it Ready for the Enterpriseit Ready for the Enterprise

Web 2 0Web 2 0

MashupsMashupsTaggingTagging

y py p

Web 2.0 Web 2.0 New New

Markets Markets CommunityCommunity/ Collective / Collective I t lliI t lli

Tag CloudsTag Clouds

FolksonomyFolksonomyBloggingBlogging& Sites& Sites IntelligenceIntelligence BloggingBlogging

wikiswikis

TechnologyTechnologyPHPPHP FlexFlex

MicroformatsMicroformatsSemantic TaggingSemantic Tagging

RSSRSSAJAXAJAX

AtomAtom

XMLXMLRESTREST


AJAXAJAX


Elevate Web 2.0 ExperiencesWeb 2 0 + Collaboration + Social Tools MailWeb 2.0 + Collaboration + Social Tools

Instant MessagingBlogs

EducationPeers Personalized Content

Experts


Communities

Video


HSBC: Global Customer Service

Personalized content based on accountPersonalized content based on account level and usageRegionalized content delivered to over 40 countries/languagesScalability to meet increased demandScalability to meet increased demand

> 50K concurrent user capacity at one site alone> 50M users

Portal supports lines of business:Portal supports lines of business:Personal Financial ServicesCorporate BankingPaymentsInsurancePremierStock Trading


http://www.hsbc.com


HSBC: Running the brand on WebSphere P t l SPortal Server Making full use of Portal

HSBC are now using Portal as an intranet ser iceservice

All designs are capable of being deployed in all our channels (branches, contact centres,our channels (branches, contact centres, internet, mobile and self service)

Portal has empowered our businesses to exploit the internet to its fullest potential

The following two simple examples show the power of WPSpower of WPS



HSBC: Crafting an Exceptional User Experience


IBM WebSphere Portal 15HSBC: Direct Marketing

Which picture had the best click thru rate on the Home Page?

gSame targeted offer – different content or scripting

Which picture had the best click thru rate on the Home Page?

A B

1.75% 2.30%35% Difference

D

35% DifferenceBetween Best & Worst

C D

23% uplift just from changing a d l ! Wh

1.71% 1.88%The optimized content can be anything


door color! Who would have guessed?

– image, text, links or tools


Exceed User ExpectationsSwift Transportation – Driver Self Service

A tailored experience for drivers

Exceed User Expectations

Low level of computer experience$3,000 to hire a driver, 120% turn over rate

Owner Operator Portal and “The Informer” Kiosk

Self service while on the roadBusiness Value

20% reduction in total calls led to reduction in support staffppIncreased morale with drivers

30min hold time down to 1minReduction in time to get paid for workReduction in time to get paid for workConsistent communication, collaborate with home and Swift HQ


IBM WebSphere Portal 17Mobile Portal enables Bharti Airtel’s Mobile Service and Content Delivery

H P


Home Page Google Search Images & Videos Account Self Service

IBM WebSphere PortalIBM WebSphere PortalIBM WebSphere PortalIBM WebSphere Portal

Demonstration





Retain Customers


Responsiveness


19


Excellence in Integration

Apps

gSeamlessly Combine Internal & External Applications/Services

pp

Contextual PersonalizedSecure

Role Based

StellentContent

BusinessCloud

Collaboration Self ServiceDynamic

Consumer

Combined with Web 2.0 & social capabilities, employee intranets & partner extranets help drive better business outcomes


IBM WebSphere Portal 21Proven reduction in Total Cost of OwnershipOwnership29% lower than average build your own effort

5-Year TCO Advantage(Summary)WebSphere Portal:

29% l 5 TCO

80%

90%

100%

Downtime & Service Desk

Training

• 29% lower 5 year TCO

• 38% lower IT labour cost

40%

50%

60%

70%Training

Software

Hardware

Consulting5-yr

TC

OBa

selin

e)

cost

• 28% increase in server and application

10%

20%

30%

40% Consulting

Ongoing IT support

Labor cost initial deployment/ongoing development

% o

f 5(B

uild

Bppavailability

• 25% user productivity

0%

Build WebSphere Portal

increase


* Published in December 2007



Retain Customers


Responsiveness


22


IBM Accelerators for WebSphere PortalIBM Accelerators for WebSphere PortalSpeed time to value and help you solve your business needs faster

WebSphere®WebSpherePortal

Collection of line of business oriented solutions

Intellectual Property from thousands of customer engagements


Intellectual Property from thousands of customer engagements


Proven reduction in TCOProven reduction in TCOThe TCO advantage increased over time as new capabilities were added

45% faster time to market for initial portal deployment and

5-Year TCO Advantage

45% faster time to market for initial portal deployment and 78% faster for applications

30%

35%

ge

(Cumulative)

15%

20%

25%

TCO

Adv

anta

g(C

umul

ativ

e)

0%

5%

10%

Y 1 Y 2 Y 3 Y 4 Y 5

5-yr

T (

Year 1 Year 2 Year 3 Year 4 Year 5

Initial Portal Subsequent Releases


* Published in December 2007


NSW Department of LandsNSW Department of LandsBusiness Objectives Premier’s Gold Award in 2008 forj

Provide greater responsivenessRemove barriers to find/access spatial dataReduce paperwork between agencies

Premier s Gold Award in 2008 for ‘Achieving the business vision’.

Implementation Objectives

Streamline Government servicesReduce transaction time

Implementation ObjectivesMerge 3 existing portals/websites into 1Design new taxonomy, design, & navigationCreate composite applications using enterprise web

i b ildi bl kservices as building blocksUtilise Profiling capabilities to target specific audiences with different functions and content

The Spatial Information eXchange (SIX), is the official source of NSW's geospatial information, possessing the most comprehensive, accurate

"Building this channel took one month. Prior to SIX, such an initiative would have taken closer to a year to deploy"


p g pand reliable spatial data for the State


From Zero to Portal in 14 weeks—

Goals

From Zero to Portal in 14 weeksThe Duke Medicine Patient Portal

Goals

Provide patients access to health records

Build deeper relationships with patients & physicians

Improve patient satisfaction, safety, and outcomes through empowerment and transparency

Business DriversPatient satisfactionPatient satisfaction

Operational efficiency – call center & registration (portal sponsored by Patient Revenue Mgt Org)

Patient safetyPatient safety

Drive online channel for routine transactions

Competitive advantage to attract new patients

“W i d l i th B d R f P ti t Ad C il”


“We received applause in the Board Room from our Patient Advocacy Council”

-Pete L’Engle, Senior Program Manager, Duke Health


WebSphere Portal Market LeadershipWebSphere Portal Market Leadership

• Websphere Portal is the #1 product. 6thp pstraight year of “leader of leaders” in Gartner Quadrant

IDC #1 k h• IDC reports #1 marketshare.

• IBM > #2 (BEA) + #3 (Oracle), • IBM > MSFT + SAP + Vignette + SUN + Open • IBM > MSFT + SAP + Vignette + SUN + Open

Source + Broadvision

• 6,500 customers / 31.5% marketshare 6,500 customers / 31.5% marketshare according to IDC

• 2nd implementations illustrate that customers psee value. 2nd purchase of Enable is 1.9x of original purchase, Extend is 1.7x. * Magic Quadrant for Horizontal

Portal Products, 2008Gartner: by David Gootzit, Gene Phifer,


Ray Valdes


SSummary Retain Customers1 through Rich User Experience1 Customer self-service, targeted marketing tailored for each customer to any device

Interactive, integrated, applications and content

Built-in Web 2 0 online collaborative experience

g p

Reduce costs through customer self-service via the web channel2 Reduce Costs

Built in Web 2.0 online collaborative experience

by Maximizing Existing Assets

Reduce costs through customer self-service via the web channel

Reuse and remix services, content, and processes to multiple channels

Lowers development costs and improves time to market over “build it yourself” strategy

2

Empower everyone with managed content they need in a format they understand3 Responsiveness by Empowering Business Users

Portlet Factory speeds delivery of services

Portal Accelerators provide fast time to value


29

Th kThank you

Questions?Questions?

IBM Insight Forum 09®

Make change work for you

IBM Portal: Building better citizen services, lowering the cost of service to the customer, partners...

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