Mobile Government - Your Constituents Expect More. Diane Morgan October 28, 2014

Transcription

1 Mobile Government - Your Constituents Expect More Diane Morgan October 28, 2014

2 Trends What is happening in the Mobile World?

3 The App is now the Customer/Constituent Engagement Tool 3

4 You ve Seen the Numbers Mobile is transforming how constituents engage for services 38% of US online adults now carrying one or more of these feature-dense devices in their pockets. 4 Infographic Source: Microsoft Tag

5 The Mobile Narrative Experience Digital Self-service Visibility 5

6 Intimacy changes roles, including your constituents Intimacy drives the transition to a customer centric self-service model Loan Officers Adjusters Agents Tellers Service Managers Field Reps Mobile Brokers Claims Administrators Customer Service Reps 6

7 Intimacy and Engagement Channels

8 AIIM Survey Benefits of extending capture to mobile = Process Acceleration 2012 AIIM Survey: Distributed and Mobile Capture moving the process closer to the customer 8

9 AIIM Survey Which of the following would be the most important aspects of a remote/mobile capture deployment for you? Security! 2012 AIIM Survey: Distributed and Mobile Capture moving the process closer to the customer 9

10 The Speed of Mobile Your customers have a now expectation Everyone has a now expectation Customers Employees Agents Brokers Partners Children Your customers are mobile and connected Nomophobia- fear of being without your smartphone affects 40% of the population - Dale Archer, MD (Psychology Today) 10

11 How can we leverage mobile?

12 Constituents Expect A Mobile Experience How do you engage for services? 12

13 Customer/Constituent Engagement = Top Priority What are your company s top 3 priorities/objectives for mobile? It s less about revenue 13

14 The Speed of Mobile Your customers have a now expectation Everyone has a now expectation Constituents Customers Employees Agents Brokers Partners Your customers are mobile and connected Children Nomophobia- fear of being without your smartphone affects 40% of the population - Dale Archer, MD (Psychology Today) 14

15 Where is Mobile Today in the Private Sector?

16 Accenture CIO Research What are CIO s Thinking? YES! = Opportunity Accenture Mobility Insights Report

17 Mobility is Customer Engagement Top of Mind Mobility = Engagement and it is strategic Accenture Mobility Insights Report

18 Digital Technologies are Strategic Investments CEO Involvement = Opportunity and Funding Accenture Mobility Insights Report

19 Actions digital is not a little channel that s added on but it s who we are and how we do business... Richard Fairbank CEO Capital One Bank of America Added 3 Million Mobile Customers Customers now have the branch in their pocket and Dropped 300 Branches This Year Brian Moynihan 2014 Mobile World Congress More than $750 million invested over the last few years in mobile and online platforms Brian Moynihan CEO Bank of America Quoted from 2013 Goldman Sachs Financial Services Conference in New York 19

20 It s a Real-Time World Geico can do it in 15 but esurance does it in 7.5 You can actually change your life in 7 minutes Don t Underestimate the Speed of Mobile 20

21 Priorities Main priorities in developing mobile apps in the next 12 months Improve existing applications with focus on reliability and user satisfaction Grow overall mobile presence by launching new applications Implement new features taking advantage of latest technologies (geo-location, social, etc) Allow easy access by implementing a mobile app store/catalog 46% 44% 42% 38% Improve existing applications with focus on customer engagement/retention 30% Improve existing apps with focus on conversion/monetization Expand application lineup to new mobile platforms 21 10% 20% Accenture Mobility Insights Report 2014

22 Goals and Objectives for Customer / Constituent Intimacy Easier Process to Engage Government and Government Programs Constituent friendly tool/technology Accelerated Process Faster time to completion Customer / Constituent Service Transparency and self service Cost Controls Costs lower as you move into self service and personalized processes 22

23 Results 23

24 Use Cases Public and Private Sector

25 Use Cases Utilizing Mobile Image Capture Financial Services/Insurance Services/ Other One Document Type can generate multiple use cases

26 Driver License Onboarding / Program Application Every customer has a smartphone and an ID in their pocket 26

27 Program Initiation Electronic Signature Capture Signature Verification Check fraud detection Signature Verification on virtually any document GPS coordinates Time and Date Stamp of document captured

28 Quoting Instant Quote for Insurance Use the data from the drive license to provide a quote for insurance Every customer has a smart phone and an ID in their pocket Every agent has a smart phone and can meet customers where they are 28

29 Mobile Bill Pay Real-Time Data Extraction from a Bill Locate and extract data Automate adding a payee Patented Data Matching Capture, Tap, Pay Benefits to Bank: Brand Loyalty Lower Churn Higher Deposits Customer Analytics Customer Service Easily Extended Account Balance Transfer Retirement Rollover Proof of Residency 29

30 Mobile Check Deposit / Payment Automatic data capture from check Reads all elements Data available for analytics Focused on precision and accuracy 22 Countries Benefits: Lower Transactional Cost Single Platform Higher Accuracy Less Rejects Better User Experience Easily Extended Payments Lock Box Receivables Analytics 30

31 Insurance First Notification of Loss (Auto Claims Example) Enable your insurance customers to initiate the FNOL at the accident scene: Accelerate & Automate the process Deliver better customer service Provides visibility to customer Enable self-service 31

32 Supporting Documents of Any Kind 1 Prompt user for required document 2 Capture document 3 Deliver to mobile platform Every customer has a smartphone in their pocket 32

33 Use Cases Case Studies and New Possibilities

34 Mobile Use Cases of Interest Health and Human Services Enrollment and Continuing Eligibility Capturing Proof of ID, Address, Citizenship, Income Verification documents and trailing documents. Constituent Facing Student Loan Origination and Servicing Capturing Proof of ID, Address, Transcripts, Student Enrollment proof Disaster Loan Origination (i.e.. FEMA, SBA, EPA, USDA, etc.) - Capturing forms, Deeds, supporting detail, etc. at the site of natural disaster 34

35 Mobile Use Cases of Interest Insurance Commission Capturing information related to potential consumer fraud regarding insurance practices Employment Verification Capturing I-9 and supporting documentation for Employment verification processes Investigation support Crime Scene data capture Retirement System Account Servicing Capturing detail to support change of status (change of address, purchase of service credit, etc.) Consumer Finance Protection Bureau Sampling offered truth in lending statements to verify mortgage rates comply with regulations WOTC Employer Tax Credit enrollment and verification 35

36 Mobile Use Cases of Interest DMV Change of address supporting detail, move to new state supporting detail (DL capture, Second proof of ID, Proof of address) Dept. of Aging, child abuse and neglect Field worker data collection Inspections Field Worker data collection support Tax Audit Support Census Field worker data collection support ACA Enrollment and supporting document collection 36

37 Optimizing Government Processes Turn any type and form of document into electronic information at the point of entry Outstanding image quality High data accuracy Trigger any process from any document Standardized and secure way of capturing, classifying, validating and routing information Improve collaboration and service to constituents High image quality High data accuracy High scalability Fast adaptation to business needs: higher volume, new forms,... Increased processing efficiency 37

38 Optimizing Government Processes Reduce costs Manual data entry Printing / copying / filing / searching of documents Storage / shipment of documents Eliminate risks Delays / loss / misplacement of documents Traceable and auditable across each touch point Enable outbound communication on the same platform Send notifications, alerts and information to constituents instantly Fast payback Reduces manual labor by up to 80% Reduces processing time, cost and risk Improved service to constituents at no additional cost 38

39 Government - Mobile Capture Example Government run no fault workers compensation insurance for > 230,000 employers with > 4.5M employees. Challenges: Receives > 1,000 claims per day, > 240,000 per year 40,000 pages of paper & faxes / day Processing is labor intensive, slow, prone to errors & expensive Difficult to provide a responsive level of service Systems of Record can t accommodate e-business Expected Benefits: Move to electronic input via mobile devices Faster & more accurate processing via automation Greatly reduced operating costs Improved customer service All without having touch their Systems of Record

40 For further information, please contact: Diane Morgan Mobile Evangelist Phone: (949)