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September 20, 2011

Practice What You Preach: Optimizing Experiences for Your Internal Customers

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“Give me six hours to chop down a tree and I will spend the first four sharpening my axe.”
– Abraham Lincoln

A profound quote, but what does it have to do with Customer Experience Management (CEM)? More than you may think.

I’ve had the pleasure of working with government agencies and commercial enterprises around the world that have leveraged Adobe solutions to optimize their customers’ experiences and build “brand” loyalty. From helping their citizens foster online communities and validate program objectives with our Social Brand Engagement solutions, to simplifying complex eligibility determinations with our Selection & Enrollment solutions; these organizations all share a common goal – to provide consumers with engaging digital interactions that deliver measurable results.

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But how much more efficiently would an enterprise operate if it also deployed similar solutions internally to optimize experiences for their own employees? After all, don’t we all serve internal customers in our organizations, regardless of our roles? How much more effective will an agency become as it sharpens its tools by replacing cumbersome paper-based processes with streamlined electronic workflows?
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As Director of the Data Services Division at Oklahoma’s Department of Human Services (OKDHS), James Randell posed those questions to his agency, and then he set out to find the answers. He led the deployment of Adobe’s suite of digital enterprise solutions at OKDHS, his state’s largest agency with over 7,200 employees and 4,000 contractors that span 77 counties. As James put it, the agency was suffering from a “Form-demic,” with almost 1100 unique paper forms that offered low accountability, fragmented tracking, and minimal security throughout the routing process.
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At this year’s annual conference of IT Solutions Management for Human Services (ISM 2011 ) in Austin, Texas, James presented his experiences and shared best practices during a popular session “Advancements in Electronic Forms Technology,” which highlighted his implementation of Adobe Enterprise Solutions for a packed audience of executives from HHS agencies throughout the US.

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Afterward, I spoke briefly with James and asked him to expound on the project’s impact on OKDHS, and its resulting effects on operational efficiencies.
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Among the improvements that he noted were quicker response times to bottlenecks and greater transparency. These changes also empowered case managers to effortlessly identify the current status of pending cases.
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In the end, OKDHS effectively supports its mission and now, in turn, it also provides significantly improved experiences to the citizens who rely on the agency regularly for support services and other benefits.

Timberrr!

 

Let us know your thoughts on Twitter @AdobeGov or via our Facebook page. In the meantime, for your viewing pleasure, here is the full presentation on OKDHS at ISM 2011.
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