eGovernment and Adobe’s Digital Enterprise Platform — Interview with Gilles Polin, Head of Government EMEA
“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.
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?
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.
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.
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.
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.
Earlier this year, the TechAmerica Foundation comprised a group of thought leaders to serve on the Commission on the Leadership Opportunity in U.S. Deployment of the Cloud (CLOUD2). The Commission’s three-month mandate was to provide the Obama Administration with recommendations for how government should deploy cloud technologies and for public policies that will help drive U.S. innovation in the cloud.
On July 26, the Commission released its recommendations in a report (.pdf) on its site and at events in a few locations across the U.S., including Washington, D.C. A shorter summary of the report is also available from the TechAmerica Foundation site.
Our own Barry Leffew, VP of Public Sector, was among the 71 Commissioners who lent their expertise and participated in the process of developing the recommendations.
Barry attended the Washington, D.C. event last week and also spoke as part of a panel arranged by BMC Software, which also had representation among the Commissioners. In addition to Barry, the panel included Commissioners from BMC, Red Hat, Inc., Cisco Systems, and Harris Corp.
We caught up with Barry at the CLOUD2 event to capture his thoughts on the Commission, the recommendations and the BMC panel on which he sat. Check out the video below.
Obviously the answer to that question will vary greatly depending on who asks, and his stake in delivering (or experiencing) an engaging interaction.
CEM for the enterprise is typically associated with substantial benefits, like brand loyalty and competitive differentiation, but those may initially seem like non-issues for so-called entitlement programs such as Medicaid, Medicare, and others. That’s because, unlike in the competitive private sector, consumers of these programs often don’t have the benefit of choice.
Many would argue, however, that CEM offers a matrix of far-reaching benefits to any enterprise, some of which aren’t always immediately obvious. Customer communications is a perfect example. Consider the Explanation of Benefits (EOB) form that is sent to millions of Medicaid members in any given month.
Recently, at the 2011 State Health IT Connect Summit, I presented an interactive electronic version of that familiar EOB statement as part of a Health Insurance Exchange demo. By leveraging components of the new Adobe Digital Enterprise Platform (ADEP), recipients of this interactive EOB would be able to intuitively communicate back with its sender from within the document, while maintaining privacy and security of health data.
Now, consider the added convenience for diverse populations where multi-lingual content and responses may be automatically translated by backend processes as the correspondence is exchanged. Customer experience is improved even further as members may effortlessly dispute the accuracy of a claim displayed in that EOB, again from directly within the document.
For the enterprise that sent the EOB, this presents an opportunity to realize significant savings. Overcharges and potentially fraudulent claims that may have otherwise slipped through the cracks may now be identified and investigated, simply by making it easier for members to participate in the process. There are countless other examples of ways that HHS agencies may optimize efficiencies and generate measurable ROI by deploying solutions that strive first to better serve their members.
More often than not, a win-win scenario emerges for everyone as innovative executives are learning that the byproducts of optimal customer experiences include measurable impacts to the bottom line for organizations of all types, in both private and public sectors.
With Monday’s Adobe Digital Enterprise Platform and Customer Experience Solutions announcement and our related video interview with Adobe’s Rob Pinkerton in mind, we thought it timely to share another look at a recent, relevant conversation from our blog.
Last fall, we interviewed Adobe’s Steven Webster, senior director of Technology and Experience Innovation, to get his perspective on customer/citizen experience and Government. Take a look at the three-part interview below for Steven’s insights on the topic.
In the meantime, enjoy a look back at this conversation:
Today, Adobe announced the new Adobe Digital Enterprise Platform for Customer Experience Management (CEM). Additionally, we introduced a new set of Customer Experience Solutions built on the platform. The news has particular relevance to Government in several respects.
We caught up with our own Rob Pinkerton, senior director of Product Marketing, to get his insights on the announcement and how and why it’s important for Government. Check out the video below.
Want to learn more? Visit Adobe’s corporate blog for a post and video from Rob Tarkoff, senior vice president of Digital Enterprise Solutions. And also swing over to the Experience Delivers blog to learn more about a Tweetaway our CEM colleagues are running the week of June 20.
We’re interested in your thoughts, comments and questions, of course. Leave a comment below or reach out to us on Twitter @AdobeGov or on our Facebook page. You can also keep in touch with our team focused on CEM on Twitter @AdobeCEM.
Our recent conversation with Alec Chalmers, Adobe’s vice president of National Government Solutions, concludes today with the third of a three-part series. Alec is responsible for national state and local governments, and as well as select federal civilian agencies.
Today, Alec discusses:
Our recent conversation with Alec Chalmers, Adobe’s vice president of National Government Solutions, continues today with the second of a three-part series. Alec is responsible for national state and local governments, as well as select federal civilian agencies.
Today, Alec discusses:
If you haven’t yet, check out the first part of our conversation with Alec here. And stay tuned for the third and final part of the discussion Thursday, when we’ll cover:
We recently sat down with Alec Chalmers, Adobe’s vice president of National Government Solutions, to gain perspective on his area of expertise in the public sector. Alec’s work includes responsibility for national state and local governments, as well as select federal civilian agencies.
This is the first segment of a three-part interview. Today, Alec discusses:
In parts two and three, which we’ll post over the next few days, Alec discusses:
Keep your eyes on our blog for the next two parts of the conversation, and be sure you’re following us on Twitter @AdobeGov where we’ll communicate about it. Also, keep in touch with Alec on Twitter @alec_chalmers.
We were excited to sponsor and speak at last week’s FedScoop Citizen Engagement and Open Gov Summit at the Newseum in Washington, DC. The event brought together leading federal government and industry experts to discuss the state of open government and solutions to better engage citizens.
There was a lot of great discussion, including the morning keynote from Dave McClure (@drdavemcc), Associate Administrator, Office of Citizen Services & Innovative Technologies at GSA, and closing keynote from Chris Vein, US Deputy Chief Technology Officer for Government Innovation, Office of Science and Technology, Executive Office of the President (and, in his previous role with the City and County of San Francisco, the featured speaker at last year’s sf.govfresh event).
Our own Alec Chalmers, vice president of National Government Solutions, also spoke. Alec’s talk was titled “Citizen Experience at the Heart of Agency Missions”. We had a chance to catch a few minutes with Alec directly after the event. Check out the following video for Alec’s take on the event, some of the other speakers and what he covered in his speech.
If you were at the FedScoop event or watched some of the presentations online, let us know your thoughts in comments or on Twitter @AdobeGov.