© 2007 RightNow Technologies, Inc.

SaaS and the Government:  The Success Formula

Greg Gianforte, CEO and FounderRightNow Technologies

Agenda

• RightNow’s SaaS Government Expertise

• Service Imperatives

• SaaS Government Requirements

• SaaS Government Success Formula

• Q & A

RightNow Technologies

NASDAQ: RNOW

Enabling superior constituent experiences while reducing operating costs

8 years of continuous financial growth

~1,800 clients worldwide

Strong global presence

#1 Provider of SaaS Government Solutions

Government Service Imperatives

• Drive SaaS adoption

• Commercial organizations have raised constituent expectations

• Must do more with less

• Service/Cost Dilemma

• Consistency of experience

• Time to benefit

Citizen Service Levels Interagency Committee (CSLIC)

• Telling constituents what to expect and “doing it right the first time” are key to building constituent trust and confidence

• Citizen-centric government

Download: www.usaservices.gov/word/performreport.doc

The Future of Application Delivery

SaaSIn-House

5x lower TCO

5x faster deployments

Insight drives better business value

Control Essential• Forced upgrades don’t work

SaaS + Knowledge at the Point of Action Drives Constituent Experience Success

1. Create a knowledge foundation2. Empower your constituents with self-service3. Empower frontline employees4. Deliver multi-channel access and consistency5. Capture the voice of the constituent (CSLIC)6. Design transparent multi-department experiences7. Deliver tailored, proactive communications8. Measure and continuously improve

USDA: Farm Service Agency

Challenges:

• Improve the constituent experience

• Stem an overwhelming volume of email

• Reduce IT burden

Results:• Initial deployment up and running in

just three days

• Weekly email volume reduced from 3,000 to a mere half-dozen

• Knowledge base content refined to answer 98% of site visitors’ questions

Transportation Security Administration

Challenges:

• London terrorist plot prompted new travel regulations

Results:

• Actionable data, TSA updated their site immediately with new answers based on constituent feedback

• Over 300,000 answers viewed in the first 10 hours

• First line of defense, 700,000 answers viewed the next day, over 2.3 Million to date

• Constituents dynamically receive updated answers

© 2007 RightNow Technologies, Inc.

Questions & Answers