Technologies In Local Government

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Technologies In Local Government

• Featuring Gartner Analyst John Kost

Sponsored By
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Local Government Alliance

• CRM solution designed for North American cities
  and counties, to more effectively manage citizen
  requests

Government domain consulting expertise and
leading integration services
Leading flexible, scalable software technology
platform
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Local Government Campaign

• OUR OBJECTIVES
• Educate local governments on 3-1-1 and citizen
  response management initiatives
• Offer a comprehensive solution of industry
  leading technologies, services and expertise for
  city and county citizen service initiatives

• MARKETING INITITAIVES
• Webcasts featuring industry analysts, experts and
  customer successes
• Resource Portal nexus of information on 3-1-1
  and citizen response management
• Monthly newsletters with informative articles
• Participation at industry events
• Whitepapers

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CRM and Citizen-Centric Government

• John Kost, Managing Vice President
• Gartner Government Research Worldwide

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Impact of the e-Government Hype Cycle
Visibility
Today
Surveys and benchmarking
Online not always good
Government portals
Poor ROI on initial efforts
Initial Enterprise eGovernment strategies
Security issues
Channel management troubles
Single dept online services
Reducing channels
Failures and no ROI drive divestments
Performance Metrics
Multi-channel strategies
eGovernment stagnates
Information-only sites
Borderless service
Integrated Data Management
Back-office re-engineering
Enterprise architecture
interoperability
Peak of Inflated Expectations
Technology Trigger
Slope of Enlightenment
Plateau of Productivity
Trough of Disillusionment
19941999 2000 2001 2002 2003 2004
2005
2010
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Citizen Contact with Government

• Inferences
• The phone is still the most widely used
• Not everyone has internet access or wants to use
  it
• More would use the phone except for fear of hold
  time
• Phone is trusted more for sensitive issues
• Web-sites are not able to satisfy need so other
  channels are needed
• Many services cant be web-enabled
• The web may not be real-time enough
• The more-educated are most likely to use the web
• The most complex problems arent handled via the
  web

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Traditional E-Government Shortcomings

• Too much emphasis on portals
• Inconsistency across channels
• Wrong assumptions about customers
• Assuming they understand who does what
• Assuming they know what solution to ask for
• Back-office processes
• Manual
• Inflexible
• Hand-offs within and across departments and
  programs
• No access to contact history
• Inability to track the status of service delivery
• Lack of knowledge workers
• Lack of tools to support knowledge work

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Citizen Service Triage
Key Issue How does CRM fit into an e-government
strategy?
High
Corporate Tax Compliance X
Fire Code Investigations X
New Business Permits X
Transaction Complexity
New Housing Permits X
New Decks X
Pot Holes X
Water Bills X
Low
High
Transaction Volume
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Citizen Service Triage
Key Issue How does CRM fit into an e-government
strategy?
High
Expert
Specialist
Transaction Complexity
Generalist
Automate
Low
High
Transaction Volume
Manage constituent contact (external) across
channels, time, programs/agencies Manage
constituent service (internal) across
jurisdictions, programs, databases Manage
internal resources
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CRM in the Work of Government
Expert
Specialist
Generalist
Automate
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CRM in the Work of Government
Expert
Specialist

• Information
• Self-service
• FAQs
• Workflow to people
• E-commerce
• Collaboration

Generalist
Automate
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CRM in the Work of Government
Expert
Specialist

• Information
• Self-service
• FAQs
• Workflow to people
• E-commerce
• Collaboration

• Case management across programs
• Basic program Information
• Broad but shallow service
• Agent scripting
• Workflow to experts or specialists

Generalist
Automate
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CRM in the Work of Government

• Specialized but repetitive services
• Services within bounds of policy
• Service request fulfillment
• Knowledge management

Expert
Specialist

• Information
• Self-service
• FAQs
• Workflow to people
• E-commerce
• Collaboration

• Case management across programs
• Basic program Information
• Broad but shallow service
• Agent scripting
• Workflow to experts or specialists

Generalist
Automate
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CRM in the Work of Government

• Service request fulfillment
• Human judgement
• Decision making beyond policy
• Professional expertise
• Knowledge management

• Specialized but repetitive services
• Services within bounds of policy
• Service request fulfillment
• Knowledge management

Expert
Specialist

• Information
• Self-service
• FAQs
• Workflow to people
• E-commerce
• Collaboration

• Case management across programs
• Basic program Information
• Broad but shallow service
• Agent scripting
• Workflow to experts or specialists

Generalist
Automate
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The 3-1-1 Contact Center

• Characteristics
• Multiple channels
• Generalists
• Broad but shallow service
• FAQs
• Basic program information
• Dispatch service
• 24 x 7
• Single point of contact for enterprise
• Low skill level (Generalist)
• Technology dependent
• Call center, ACD
• CRM Scripting
• Workflow
• Responsibility Information, referral, simple
  transactions

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Technology Behind the Channels
Channel
Point of Service
Shopping List/Supporting Tools
Face to Face
Office Visits
Case Management
4
Field Visits
Scheduling
4
Phone
3-1-1, 9-1-1
Call Center
4
800, 900
IVR
4
Other numbers
CTI ACD
4
Fax
Wireless
4
E-Mail
Desktop
Wireless
4
PDAs
Directory Service
4
Knowledge Management
Web
Home
Portal
4
Skills Management
Office
Web forms
4
Kiosk
E-Commerce
4
Content Management
CRM
4
Middleware
4
4
4
4
Paper
Mail
Document Management
4
Facsimile
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Critical Decision eGovernment Focus

• Citizen/Household
• Centered on people or addresses
• Complex, multi-agency services
• Highly iterative
• Back office integration
• Event/Location
• Centered on work orders or complaints
• Fixing things
• Source is less relevant
• Transaction
• Centered on information or eCommerce transactions
• Selling services
• Providing information

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Citizen-Centric Transactional Analysis
Deep
Court
Admin. Appeal
Field Visit
Office Visit
Clarity of Rules
Written
Service Center
E-mail/Forms
3-1-1
Web/Kiosk
Friend/ Neighbor
Peer
Prog. Spec.
Expert
Private Counsel
Self
Generalist
Citizen
Simple
Deep
Skills Required to Follow the Rules
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Citizen-Centric Transactional Analysis
Deep
Court
Admin. Appeal
Field Visit
Office Visit
Clarity of Rules
Written
Service Center
E-mail/Forms
3-1-1
Web/Kiosk
Friend/ Neighbor
Peer
Prog. Spec.
Expert
Private Counsel
Self
Generalist
Citizen
Simple
Deep
Skills Required to Follow the Rules
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Changing Channel Behavior
Deep
Court
Admin. Appeal
Field Visit
Office Visit
Clarity of Rules
Written
Service Center
E-mail/Forms
3-1-1
Web/Kiosk
Friend/ Neighbor
Peer
Program Specialist
Expert
Private Counsel
Self
Generalist
Citizen
Skills Required to Follow the Rules
Simple
Deep
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Phased Implementation
How the government assimilates all of this
Time
Organizational Impact
Constituent Impact
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Phased Implementation
How the government assimilates all of this
Time
Organizational Impact
Contact Center
Constituent Impact
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Phased Implementation
How the government assimilates all of this
Time
Organizational Impact
Small Operating Agency
Contact Center
Constituent Impact
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Phased Implementation
How the government assimilates all of this
Time
Organizational Impact
Small Operating Agency
Small Operating Agency
Contact Center
Constituent Impact
25
Phased Implementation
How the government assimilates all of this
Time
Organizational Impact
Large Operating Agency
Small Operating Agency
Small Operating Agency
Contact Center
Constituent Impact
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Phased Implementation
How the government assimilates all of this
Time
Related Agencies
Organizational Impact
Large Operating Agency
Small Operating Agency
Small Operating Agency
Contact Center
Constituent Impact
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Phased Implementation
How the government assimilates all of this
Time
Large Operating Agency
Related Agencies
Organizational Impact
Large Operating Agency
Small Operating Agency
Small Operating Agency
Contact Center
Constituent Impact
28
Phased Implementation
How the government assimilates all of this
Time
Large Operating Agency
Related Agencies
Organizational Impact
Large Operating Agency
Small Operating Agency
Small Operating Agency
Contact Center
Constituent Impact
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Knowledge Workers
Whos Caring for Your Business?
Broad, Diverse Teams

• Interdependence
• Customer centricity
• Unstructured work, high discretion
• Distributed decision making
• Versatility rewarded
• Customer accountability grows

Constituent Segments
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CitiStat Performance-Driven E-Government
PerformanceAnalytics
ServiceDelivery
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CitiStat Performance-Driven E-Government
PerformanceAnalytics
ServiceDelivery
32
CitiStat Performance-Driven E-Government
PerformanceAnalytics
ServiceDelivery
33
CitiStat Performance-Driven E-Government
PerformanceAnalytics
ServiceDelivery
34
CitiStat Performance-Driven E-Government
PerformanceAnalytics
ServiceDelivery
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3-1-1 Benefits

• Customers
• Single point of contact over preferred channel
• Easier to navigate government
• Fewer hand-offs
• Greater access (24x7?)
• Case Management

• Government
• More productive workforce
• Fewer points of customer entry to manage
• Lower training costs
• Fewer offices to maintain

• Political Leadership
• Satisfied voters
• Improved regulatory climate
• Stronger management tools and metrics

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Government CRM ROI
Benefits
Costs

• More productivehead count
• Fewer facilities
• More efficient deployment of personnel
• Fewer do-overs

• Software
• Training
• User
• Technical
• Integration
• Maintenance Upgrades

Quantitative

• Cultural Upheaval
• New Job roles
• Workflow changes
• Breaking down silos

• Improved service
• Citizen-centric
• Consolidated view of customer
• Channel integration
• Fewer handoffs
• Fewer silos
• Performance metrics

Qualitative
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Government CRM ROI
Benefits
Costs

• More productivehead count
• Fewer facilities
• More efficient deployment of personnel
• Fewer do-overs

• Software
• Training
• User
• Technical
• Integration
• Maintenance Upgrades

Quantitative

• Cultural Upheaval
• New Job roles
• Workflow changes
• Breaking down silos

• Improved service
• Citizen-centric
• Consolidated view of customer
• Channel integration
• Fewer handoffs
• Fewer silos
• Performance metrics

Qualitative
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How Do We Change the Work of Government?

• Long Term -- Ideally
• Organize government around citizen-centric,
  rather than program-centric, models

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How Do We Change the Work of Government?

• Long Term -- Ideally
• Organize government around citizen-centric,
  rather than program-centric, models

• Short Term -- Realistically
• Triage how government responds to citizen
  contact(s)
• Create contact center organized around domains
• Single Point of Contact for government
• CRM strategy to manage multiple channels
• Redefine the work of employees around generalists
  (case managers), specialists and experts
• Design work around knowledge work rather than
  assembly-line workers
• Change user behavior by pushing toward
  less-costly channels
• Avoid convenience fees
• Promote use of self-service
• Create public kiosks for the have-nots
• Make finding government on the phone easier
• Develop an e-government architecture to build
  toward

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CRM and Citizen-Centric Government

• Ben Kiker, Onyx Software
• James Carney, Unisys
• Sanjay Katyal, Microsoft

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Onyx Company Profile
Company Profile
Founded in 1994, IPO in 1999
Based in Bellevue, WA, Operations in 20 countries
More than 1000 Customers in 50 industries
Public Sector One of three focus verticals
More than 30 local government implementations in
the UK
U.S. implementations at the states of Georgia,
Illinois, Michigan and New York
Industry leader in customer satisfaction and CRM
maturity
Experience CRM Success
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Onyx CitiServe

• Part of the Onyx For Local Government Offering
• Our UK version is being used successfully by more
  than 30 local government authorities
• CRM solution that powers a 3-1-1 contact center
  infrastructure
• Architecture for the future
• Product designed specifically to meet the needs
  of city government
• Dedicated RD team
• The Onyx CitiServe solution includes
• A desktop application call center agents use to
  track citizens information
• A citizen portal citizens can use for
  self-service
• A robust reporting package for city management
• Multiple local government modules developed
  specifically for local government
• A mature product that is in production in both
  departmental solutions as well as multi-channel,
  multi-site, enterprise solutions in local
  government.

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Unisys
Public Sector

• Largest component of Unisys
• 1,500 Government/City Agencies

Global Presence in 100 Countries
37,000 Employees
Over 6.0 Billion in Revenues
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Unisys Our Point of View
Connecting Citizens to Answers
CRM - Service
Closed Loop Communication
Resolution
MULTI-CHANNEL SATISFACTION CONFIRMATIONFOLLOW-UP
VIA TELEPHONE, E-MAIL, FAX OR MAIL
Improving citizen services and cutting costs
while reducing unnecessary 9-1-1 calls
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Unisys Our 3-1-1 Solutions

• Community Strategy and Planning
• Future City
• Assessment and Return on Investment Analysis
• Marketing and Community Relations
• Organizational Change Management
• Where do our Citizens want us to be (versus
  internal view)
• Training and Operational Support
• Organizational Structure
• Infrastructure
• Facilities
• Telephony
• Applications
• Integration

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MSFT - Building Momentum and Scale
GLOBAL ECOSYSTEM ISVs
Top 3-5 Global ISVs Per Ecosystem
PEMs Owns Ecosystem
Selection Engagement

• Defining ISV Biz Plans
• Technical Strategy Roadmap
• Marketing
• Sales Engagement

• ISV Applications on .NET
• GTM Campaigns
• Joint wins, ref customers, case studies

Broad Reach
ECO COMMUNITIES
Key Learnings
Build Scale Worldwide
Influential Upcoming ISV Players
Optimized Content

• Eco Events Portals (content)
• Industry Forums and Events
• Influence the Influencers (IDC, Gartner)
• Input into ISV Breadth Engine

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Microsoft

• Seeing growing demand for local government
  solutions
• Microsoft is looking to deliver highly targeted
  solutions with our partners
• Supports partner Onyx CitiServe built with a
  .NET enabled CRM platform
• Long Standing History with Microsoft 10 Years
• 900 Joint Customer wins on Windows / SQL Platform
• Global ISV Partner
• Gold Certified Partner
• .NET Early Adopter Program
• W2K3 Advanced Server Certified
• W2K0 Datacenter Certified
• Scalability Benchmarking 40,000 concurrent
  users (record)
• Healthcare vertical including HIPAA BizTalk
  Solution

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MSFT/ Onyx Joint Product Summary
.NET Server Group .NET Early Adopter Certified on
Datacenter Certified on Windows Advanced
Server Scalability Benchmarking 40,000
concurrent users Web Services Readiness Entire
application suite is XML enabled at all
tiers Delivered first Web Services application in
1999 Biztalk Server Biztalk Early Adopter
Program Biztalk Resource Kit and Joint
Customers HIPAA Biztalk Adapter Content
Management Server Most integrations of any CRM
vendor Mutual use of respective products Windows
Application Compatibility Group XML/SOAP Based
Enterprise Application
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To Learn More

• Scott Padlick Global Director, Government CRM
• [phone]
• scottp_at_onyx.com

• James Carney Partner, CRM Public Sector
• [phone]
• james.carney_at_unisys.com

• Sanjay Katyal Director, ISV Ecosystems
• [phone]
• sakatyal_at_microsoft.com

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QA