utah dgs 2016 presentation - human centered design thinking - kumar rachuri
TRANSCRIPT
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Digital Transformation– Human Centered Design Thinking Kumar Rachuri | Director-Public Sector Solutions
@krachuri
@AdobeGov
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People’s interaction with their government today…
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1. “85% of business processes start with a form.” -Gartner
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…and the world is changing St. Peter’s Square
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What is the focus today?
Government CIOs Focus Areas:
• Transforming the IT model from being delivery focused to business aligned and engagement focused
• Increasing the pace at which innovation is rolled out • Driving new business opportunities that deliver service efficiencies while
reducing operating expenses
http://www.cioinsight.com/it-management/expert-voices/what-do-cios-want/
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ART + SCIENCE
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What Makes a Great Experience?
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MULTI DEVICE
MULTI CHANNEL
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Expectations
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PERSONALIZED RELEVANT REAL-TIME
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Leveraging Private Sector Know-How for Government Digital Services
Digital Marketing = Digital Service
Focus on the constituent journey not just one experience
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Modern Mobile Government Forms
Move Beyond the PDF Make things mobile friendly Easily move from Forms to Apps
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Application modernization priorities for today’s budget realities
Business units and CIOs agree on the mandatory requirements:
1. Keeping legacy business applications running as reliably as practicable
2. Making applications changes required for statutory and regulatory compliance
3. Improving efficiency and reducing cost
4. Enhancing system and data security
Application replacement is a multi-million dollar and multi-year effort with significant risk
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What can be done at low cost and with significant impact THIS YEAR?
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Enable citizens to serve themselves
Preserve the legacy business application and layer on a new citizen self-service portal
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User Interface
Application
Database Integration
Business
Rules
Document
Management
Citi
zen
Port
al
The Citizen Self-Service Portal is
designed so citizens can serve
themselves
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Affordable application modernization with IMPACT
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The opportunity lies in implementing citizen self-service
! It reduces citizen interaction costs and pays for itself
! It improves citizen service and delivers IMPACT
! Implementation and schedule risk are relatively low
Plus, a new security layer can be added to sensitive data
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Customer communications: understanding per-interaction costs
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$0.00
$2.00
$4.00
$6.00
$8.00
$10.00
$12.00
$14.00
Online Mail
Call center In-person
Customer Service Costs By Communication Channel
Online
Call center
In-person
10¢
$7.00
$1.20
$14.00
Kate Leggett. "Trends 2015: The Future of Customer Service." Forrester, 2015.
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Facts and research on customer expectations
72% of customers prefer self-service to resolve their support issues over picking up the phone or sending an email
A self-service interaction costs 10 cents or less to a company
41% of consumers expect an email response from customer support within 6 hours
30% of consumers, tweet a customer service question; expect a response within 30 minutes
Is this a challenge or an opportunity? 18
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Government use cases
! Warrants : Criminal or Civil {Simple workflow} ! HR: onboarding and off-boarding/retirement, Travel & Expense reimbursement ! Procurement: Automated workflow management, Approvals / Rejections ! Orders: Restraining, Child Support etc. ! Licenses: Marriage, Death Certificates, Mortgage or construction liens ! eNotices & Hardcopy Notices – Correspondence Management ! Analytics – meaningful insights into your data ! Security – Not just data at rest but in transit as well
Completeness of vision of an end to end solution for your agency’s Digital Transformation
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Fueling Your Success with DIGITAL SERVICES
ONBOARDING
ADVISE GUIDE
KICKSTART
PROVIDE IMMEDIATE BUSINESS VALUE
ENABLEMENT
READY TRAIN
EMPOWER
DESIGN THE WORKFORCE OF THE
FUTURE
EXPERT SERVICES
ENVISION ARCHITECT
DEPLOY
CREATE IMMERSIVE EXPERIENCES THAT DELIVER RESULTS
INNOVATION
IMAGINE INVENT INSPIRE
ACHIEVE THE ART OF THE POSSIBLE
ADOPTION
EVANGELIZE SUPPORT SUSTAIN
DRIVE LIFETIME
VALUE
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What do you need to be successful ?
Adding a Citizen Portal to an existing business application requires three things:
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Software suite that supports rapid implementation, world-
class citizen user experiences and integrated tools to support
citizen interaction
Citizen facing web infrastructure Implementation services to build
the portal and integrate it with the business application
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SOLU
TIO
NS
CO
RE
SER
VIC
ES
PLA
TFO
RM
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Adobe Marketing Cloud Solutions
Data & Content
Activation People Assets Mobile
Analytics Audience Manager
Campaign Experience Manager
Media Optimizer
Primetime Social Target
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Places
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ADOBE GOVERNMENT
CLOUD SOLUTIONS
OPEN EASY SECURE CLOUD
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What do the analysts say…
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Hows your Customer Experience?
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COOL Government Can Be This
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