Leverage Digital Citizen Engagement

to close the gap between government and citizens interactions

Franco Amalfi
Director, Digital Engagement Strategy
Oracle Public Sector North America
May 7th, 2015

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Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for
information purposes only, and may not be incorporated into any contract. It is not a
commitment to deliver any material, code, or functionality, and should not be relied upon
in making purchasing decisions. The development, release, and timing of any features or
functionality described for Oracles products remains at the sole discretion of Oracle.

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Why Are We Here Today?

The growth of social media, mobile, analytics and
cloud computing has become a watershed
moment for government organizations as it has
ushered us in the age of the empowered
constituent.

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Delivering Service to Citizens is Changing

Empowered
Employees

Digital is
Humanized

1980s

1990s

2000s

2010s

Knowledge
Everywhere

WHATS NEXT

Internet of
Things

whats

CHANGED

Mobile as
Primary Channel

Cross-Channel
Service
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Empowered Constituents
Always Connected, Always Sharing, Always Aware

COMMUNICATION HAS CHANGED

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Social Media Has Changed the Way We Communicate

160

56%

Million users access social

networking sites from any
device at least once per
month

Social networking users are

creating, curating and
sharing photos, videos and
other information

74%

of adults use social

networking sites

Social Network users have

closer ties and influence over
their virtual community

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Mobile Has Taken Over

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Digital Citizen
Engagement:
A digital citizen refers to a person utilizing/using
information technology (IT) in order to engage in
society, politics, and government participation
Wikipedia

Online transactions

Customer Service

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Social Networks

We Need to Adapt to the Needs of Each Generation

Characteristics

Attitude towards
technology

Maturists
(pre-1945)

Baby Boomers
(1945-1960)

Generation X
(1961-1980)

Generation Y
(1981-1995)

Generation Z
(Born after 1995)

Largely
disengaged

Early information
technology (IT) adopters

Digital Immigrants

Digital Natives

Techno-holics entirely
dependents on IT; limited
grasp of alternatives

Formal letter

Telephone

Email and text message

Text or social media

Face-to-face

Face-to-face ideally, but

telephone/email if needed

Text messages or email

Online and mobile

(text messaging)

Communication
media

Communication
preference

Hand-held (or integrated into

clothing) devices

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Facetime

Its Now About Digital Presence

Convergence of Digital Marketing Channels
MOBILE
SOCIAL NETWORKS

SELF-SERVICE
USER ID

XXXX.XXXX

PASSWORD

*************
*
LOG IN

MICROSITES

EMAIL CAMPAIGNS
REGISTER

MY ACCOUNT

LOG IN

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Sample Use Cases

CONSTITUENT SENTIMENT
Detect trends through
social media activities

SERVICE DELIVERY
Improve service and lower
costs

HEALTH & HUMAN SERVICES

Increase participation through

education programs

KNOWLEDGE SHARING
Increase transparency
to constituents

REVENUE GENERATION
Increase revenue through
tourism / economic development

TRANSPORTATION
Connect with customers to
share relevant information

EMERGENCY RESPONSE
Inform and respond to
emergency situations

JUSTICE & PUBLIC SAFETY

Enhance intelligence &
policing platforms

THREAT IDENTIFICATION
Detect suspicious activities

= Engaged, Informed, Educated constituents interacting with a Modern government

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11

Next Generation Digital Experience

Accelerate the next wave of revenue growth, service experience and business efficiency

Unify
Data

Extend
Reach

Deliver Exceptional
Experience

Optimize
Performance

Pull all citizen data

Orchestrate across channels

Map channels to citizens

1st, 2nd, 3rd party data

Personalized Interaction

Build profile

Activate Paid, Owned, Earned

Consistent Omni-Channel
Tailored and targeted
Anywhere, Any Device

Sentiment & personas

Audience & target citizens

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12

Orchestrate Individualized Experience Across Channels

PAID

OWNED

EARNED

WEB

MOBILE

IN PERSON

SOCIAL

EMAIL

Put the individual at the center of the experience

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13

Digital Citizen Engagement Platform Logical Architecture

Customer Interaction/ Channels

Web

Mobile

Social

Self Service

Contact Center

Transactions Outbound/Direct In Person

Customer Orchestration

Platform &
Security Mgt.

Unified Citizen
Profile &
Segmentation

Social Mgmt.

Site Management

Content Mgmt.

Agency Mgmt.

Mobile Mgmt.

email Mgmt.

Commerce
Administration

Analytics

Real-Time

Business Process Management / Integration (SOA, APIs, etc.)

Governance

Business Insight

Recommendation

Risk

Business / ERP Systems

Identity Mgt.
Policy
Management

Procurement

Financial
Management

Enterprise
Resource
Planning

Enterprise
Performance
Management

Reporting
Human
Capital
Management

BIG Data
Operational
Systems

Infrastructure / Service Delivery

Managed Services
Public Cloud

Traditional IT

Private Cloud

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Success = Deep Citizen Engagement

Web

Digitally enable all

channels

Mobile

Social

Self Service

Contact Center

Use content to create

interaction and
dialogue

AGE OF THE
CUSTOMER
Create customer
experiences that
enhance human touch

Turn big data into

actionable customer
insights

Transactions Out-Bound/Direct In Person

Deliver a cohesive
experience across all
channels
Recognize each citizen, and treat them
consistently wherever they go

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15

Contact Me

Franco Amalfi
Email: franco.amalfi@oracle.com
Twitter: @AmalfiFranco

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