Enabling citizen-empowered local government: The Constituent Engagement Solution for MS Dynamics

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1 Enabling citizen-empowered local government: The Constituent Engagement Solution for MS Dynamics

2 What s Trending: Government organizations need extensive data analysis to expedite decision making process and enhanced productivity Government must leverage current technologies, tools, and methods to attract and retain top talent itself Convergence of technologies such as Cloud, Big Data, Analytics, Mobile and Social collaboration along with the Internet of Things (IoT) is leading to major shift in business models Technology Convergence Turning data into insight leading into actionable recommendations will emerge as a key competitive advantage as managing data is complex for any government organization 5 6 Digital Workplace 4 1 Key Trends in Govt. Organization Data Management Customer Expectations 3 2 Social Capital Increase Productivity Ever increasing customer expectations are emerging as the new normal across the globe Developing social capital by getting citizens to engage with their government; citizens become part of the solution Government organizations need to innovate to increase productivity (i.e., being able to do more with less) 2 2

3 What major Government Organizations struggle with Business Challenges : Federated data allows data to be accessed even though it resides in multiple autonomous databases, in multiple agencies across multiple locations Different Types of Data Government entities are dealing with many types of data including the Structured, Unstructured, Federated and Metadata Legacy IT infrastructure This becomes a drain on government organization resulting in operational inefficiencies Slow Decision making Government agencies need to ensure that data allows for faster and optimal decision making and that the data is secure, actionable, timely, trusted, clean, complete and granular Business Challenges Lack of Innovation Government Organizations need high degree of innovation to match customer service levels and be ranked amongst the best-in-class even when compared to private commercial entities Digital empowerment Lack of Operational insights Lack of structured database resulting in flaws, higher resolution times and delayed decision making process Provides government employees with the tools/environment to leverage transformative potential of Digital services resulting into economic and societal value to improve the cities, regions and nations in coming years Metadata (Data about Data) is also described as the digital footprint left when using technology such as smartphones and PCs, providing the time, date and IP addresses and location from which someone downloaded an article or 3

4 How IBM s Solution* will resolve present and future challenges IBM s Solution* Benefits These benefits will hold key for decision making, improvement in operational efficiency enabling long-term sustainability of Government Organizations IBM Constituent Engagement for Microsoft Dynamics CRM 1 AGILITY Solution Benefits 7 ENHANCED CUSTOMER SATISFACTION 2 DIGITAL SERVICES 6 INNOVATION 3 OMNI- CHANNEL 5 4 CLOUD SOLUTION DATA INTO INSIGHTS Provides consistent interaction across all channels leading to faster service levels and lower resolution time Provides web and mobile experience along with enabling Customer management features for better customer services Provides Robust Mobile, Social and Web Platform, Consistent Channel Operations, Queuing and eservices, Unified Contact Routing Contact Centre Delivered as a Cloud solution for enhanced flexibility, scalability and improved operational metrics Converts Data into insight leading into actionable recommendations and improvement in operational efficiency Provides capabilities to Innovate to match customer service levels to those provided by best-in-class commercial entities resulting from enhanced productivity * IBM Constituent Engagement for Microsoft Dynamics CRM Provides faster and high quality services which is required in the current competitive business environment and ever-increasing customer expectations 4

5 The Upshot: Key Benefits of the IBM s Solution* Omni-channel capability - Simplified integration across all channels providing easy and effective enterprise search Effective management of multiple data formats including Structured and Unstructured Data across all aspects of government delivery of information and services Easily syncs across missioncritical technology and business platforms Scalability and flexibility - easily expand your community Compliance to all standard processes and procedures Pay-as-you-go model over the Cloud Government organizations are realizing that they must not only deal with the coming Big Data storm but also make sense of the data increasingly in all aspects of government delivery of information and services Big Data is providing operational insights for efficiency, insights to enhance products and/or services and insights for new revenue streams for government agencies 5 * IBM Constituent Engagement for Microsoft Dynamics CRM

6 Realize Your Enterprise Search Vision by IBM s Solution* Used Case Functionalities Introductory Use Cases 311 Use Cases Correspondence Use Cases Supplemental Use Cases Format Web and Mobile Experience Customer Management Features Call Flows Content Search Service Requests (SRs) Auto close / acknowledgeme nt Manual creation letter processing Convert correspondence to SR Infrastructure Migrating Changes High Availability Scalability External Development Installing Workstations Cloud Models Role Playing Interactive Double Screen Parking Lot Demo Build Highlights Going Beyond Highlights 6 Demo Use Cases * IBM Constituent Engagement for Microsoft Dynamics CRM

7 IBM s Solution* - Key Differentiator Watson Explorer Applications Search Analyze Interpret Watson Developer Cloud Cognitive and information analysis services Question & Answer Mobile Security Collaboration Query Application Routing Builder Management and application development Solution Gallery Content Miner Studio Relationship Extraction Concept Expansion Personality Insights Content analytics Language Translation Indexing Search Text analytics Tradeoff Analytics Indexing, search and analytics Message Resonance AlchemyAPI Alchemy Vision File systems CMS DBMS Support Social Connectivity SCM Wikis CRM Microsoft External more =available with Advanced Edition 7 * IBM Constituent Engagement for Microsoft Dynamics CRM

8 Enabling citizen-empowered local government: IBM Constituent Engagement for Microsoft Dynamics CRM Proposed Solution and Rationale Watson Explorer Transparency Flexibility (tuning) Power Scale Path to cognitive Specific features that set it apart Adjustable Rankings Query Expansion Result Debugging Key Match & Query Routing Boosting & Spotlight Results Administrator Weighting Field-level Weighting Source - level Weighting Key Consideration: Search 8

9 Overview of Solution IBM Watson Enterprise Search and Answer Enabling citizenempowered local government: IBM Constituent Engagement for Microsoft Dynamics CRM SMS Phone Web Mobile SMS Paper Fax Call center infrastructure CTI/IVR Client.gov infrastructure Mobile infrastructure IBMix Correspondence infrastructure Dynamics CRM + Adxstudio Customer Management Call Taker Experience Service Requests Transport Database System Cross Agency Analytics system Performance reporting system Transaction system Content Management Tech Infrastructure IBM Hybrid Cloud Other Vendor 9

10 IBM s solution* enables improved work environment resulting in higher productivity for government employees Provides Innovation, Better work environment and excellent customer services Innovation Improved Work Environment Improved Citizencentric services Innovative capabilities lead to better customer service by being proactive rather than reactive Increase in operational efficiency by enabling staff to focus on services rather than technology Helps in generating more out of existing IT infrastructure and hence helps in reducing costs Provides optimized access to information for the citizen resulting in better use of staff time Enable employees to deliver on the move using omnichannel with access through multiple devices Enhanced employee productivity by creating an efficient and collaborative work environment Provides Self servicing options meeting customer needs Efficient customer service resulting in control over costs Helps in delivering higher level of services to citizens to manage ever-increasing customer expectations demanding better technology 10 * IBM Constituent Engagement for Microsoft Dynamics CRM

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