sap İle dİjİtal kamu & vatandaŞ etkİleŞİmİ - sap
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SAP FORUM ANKARADijital Ekonomi Çağı• Dijital Türkiye • Dijital Vatandaş
Dijital Vatandaş-Kamu Etkileşim PlatformuSAP Hybris
Emre UltavSAP Türkiye
2© 2016 SAP AG or an SAP affiliate company. All rights reserved.
“2018 yılı itibarı ile sektöründe lider ilk 20 firmanın 1/3’ü dijital iş modellerine adapte olamamaları sebebi ile kaybolacaklar”Frank GensChief Analyst, IDC
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Dijital EkonomiTüketici EkonomisiEndüstriyel Ekonomi
1900 1950 2000
Talepler EtkileşimÜrünler
Nereden Nereye!!
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Nasıl?
1.55 MILYARFACEBOOK KULLANICISI
1.19 MILYAR AKILLI TELEFON
400 MILYON LINKEDIN KULLANICISI
Mobil Uygulamalara destek verebiliyor17% Sosyal Medya stratejisi
yok 76,3% Sosyal Medya’dan erişilemiyor.56,6%
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Yeni Nesil Vatandaş Profili
Tercihler: On-line, Self-Servis, Mobil
Sadelik
İleri Dönük/Tahminsel Gerçek Zamanlı
Sosyal Medya Etkileşimli
Ait olan ve katkıda bulunan
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Yükselen Beklentiler
Kamu
Yavaş, karmaşık, bürokratik
Özel Sektör
Hızlı, uygun, kullanımı kolay, şeffaf
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Özel Sektör – Kamu Servis Memnuniyeti
1 Scores Include both users and non-users of each service SOURCE: McKinsey CSS Database (November 2013)
E-commerce site
Favorite retailer
Primary bank or credit union
Primary physician
Credit card company
Car insurance
State parks
Airline
Electric company
Cultural facilities / activities
Mobile phone
Sporting licenses
Public safety
Environmental protection
Cable or Satellite TV
Higher Education
Professional licenses
DMV
Taxes
Public transportation
Business regulation
State-run healthcare facilities
K-12 Education
Medicaid services
Small business assistance
Job programs
Unemployment benefits
Food stamps
Public housing and assistance
78
76
75
72
68
67
66
57
55
54
53
50
50
47
37
35
35
34
30
25
19
16
16
9
5
2
1
-9
-13
Private-sector services
Public-sector services
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Kamu ve Dijital Ekonomi
“Vatandaş beklentisi (37%) ve bütçe/maliyet baskısı (38%) dijital transformasyonu mecbur kılarken kamu kurumlarının 82%’si vatandaş deneyimini iyileştirmek amacıyla dijital transformasyon projeleri gerçekleştiriyorlar.
Etkin Bütçe Yönetimi ŞeffaflıkDaha İyi Hizmet
Source: Deloitte University Press, Exploring digital transformation in government, Oct. 2015
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Servis Maliyetlerini Düşürmek
Servis Maliyetleri
Yüz yüze
£10.53
Telefon
£3.39
Online
£0.08Kamu
Hizmetleri
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Vadandaş Deneyimini İyileştirmek
«Kamu sektörü dijitalleşme yolunda özel sektör tecrübe ve örnek uygulamalarından faydalanıyor olmalı!!Source - IDC FutureScape: Worldwide Government 2015 Predictions
68%
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Zorluklar
Kanal
Süreç
Veri
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 12Source 1: “The Contextual Marketing Imperative”, Forrester Oct 2015
11 «silo» kanal
15 farklı sistem veri tutuyor
Bilgi Sistemleri Altyapısında Neler Değişmeli?
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ESKİ UYGULAMALAR, ENTEGRASYON, VERİ
ADACIKLARICRM. ERP. TRM. WEB
CMS. PCM. MOBILE. SERVICE. MARKETING.
OMS. AGENCIES. CONTACT CENTERS.
ETC.
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SAP HYBRIS ÇEKİRDEK SAP HYBRIS
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SAP HYBRIS KAMU-VATANDAŞ DİJİTAL ETKİLEŞİM PLATFORMU
Tek Vadandaş, Tek Platform, Kanal Bağımız Tüm Servisler
Kontrat Bazlı Çalışanlar
Vadandaşlar Kamu Personeli
Servis Sağlayıcılar ŞirketlerÖğrenciler Turistler
Sosyal Medya & Web 2.0
Web Ajans Phone & Fax
Sosyal Servislerr Bağış Veri HavuzlarıVergi/Gelir ERP / CRM Lokal OrganizasyonlarÖzel Uygulamalar
eMail & Mail Mobil Vatandaş İlişkileri & Chat
Öğrenci İşleri
İşbirliğiAra Bilgi Havuzu İçerik TalepSipariş /Öde Sorgula ŞikayetBaşvur(kaydol
Self-Servis
Haberler Etkinlik
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Hizmet. Vatandaş. Talep. Bilgi.
Single view of citizensSingle view of account information
Single view of tax filings & ApplicationsSingle view of status
Single view of requests and servicesSingle view of costsSingle view of refunds
Single Source of Truth
Single Source of Truth
ERP TRM CRM Home Grown
Data Pools
Web Mobile Call Center Social SearchAgency
@
Self-Service eMailPrint
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Vatandaş Memnuniyeti
59% -> 86%
10 yılda, £1.6 Milyar kazanım beklentisi, £250 million şu anda gerçekleşen
86% £1.6 Billion
WORKFORCE DEVELOPMENT AGENCY, SINGAPORE
� SAP Hybris ile Online Self Servis Platform
� Kurs ve Seminerler
� Talebe Göre ve Kişiselleştirilmiş
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Teşekkürler
İletişim Bilgileri:
Emre UltavMüşteri İlişkileri Yönetimi ve E-Ticaret Çözümleri532 411 63 09