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.
And if you haven’t, you might also be interested to check out two recent posts from our Alec Chalmers discussing customer and citizen experience (here and here).
As always, we’re interested in your thoughts and perspective. Let us know in comments or on Twitter @AdobeGov. And you can reach Steven on Twitter @swebsteratadobe.
In the meantime, enjoy a look back at this conversation:
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.
In my last post I discussed the concept of customer or citizen experience in government and focusing on how we as citizens want to engage with our government on our terms, and on the device we’re currently heads down on (unless, of course, we’re driving!). So where do you begin if you’re a government employee trying to focus on your “customer”?
While simple, you should begin by focusing on the outside in. Truly focus on that citizen first and not on the sometimes byzantine rules and stove-piped systems you may already have in place. Easier said than done, I know, but it really is how you begin to transform the way your agency deals with its customers, both internal and external.
How many times have you been to a doctor’s office, motor vehicle agency, or applied for a permit and had to write your address down more than one time? How many times have you had to read the manual of instructions on how to fill out the form or wait in line to discuss with someone the process to determine eligibility for a grant, license, or benefit? Compare this to the first time you used a social media application like Facebook or LinkedIn. How hard was that? Was there an instruction manual you had to pore over before you got online and started sharing photos and stories with all those “friends” in your network? Of course not, that’s what makes it so fun (perhaps dangerous in some cases!) but most importantly that’s what keeps people engaged and online, and coming back for more. I’m not sure we’re ever going to make renewing your driver’s license or applying for unemployment benefits “fun” but we can make the process more intuitive and keep more and more people online rather than in a line. That’s where the savings come into play.
Last year 70% of the individual tax returns in the US were filed electronically. Do you know how much money that saved the IRS? Hundreds of millions of dollars according to the Government Accountability Office (GAO). For every electronically filed return the IRS saves $3.10. “In addition to reducing costs, e-filing provides higher accuracy rates, improved convenience, and faster processing and refunds for taxpayers.” To me, that sounds like a great customer (and agency) experience. How is this happening? Most of this electronic filing is taking place with the assistance of great software from Intuit and H&R Block that takes users through a complex (sound familiar?) tax code/business process and breaks it down to a nice and easy interview. They have essentially broken down a tax code that is thousands of pages of not-too-easy-to-read instructions and have made it a breeze (for most) to complete their taxes.
Government agencies are beginning to see this kind of experience is just what they need to do in times of budget reductions. Adobe has helped many government agencies follow this same approach. We look forward to sharing some examples with you as we move forward. In the meantime, let us know if you’d like to talk with us more about it. You can reach me via comments, on Twitter @alec_chalmers, and also connect with the Adobe Gov team on Twitter @AdobeGov.
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:
0:05 – His current role and background
0:40 – A typical day
1:10 – Customer and citizen experience
2:02 – Examples of customer/citizen experience in practice
3:00 – Key trends in public sector IT
In parts two and three, which we’ll post over the next few days, Alec discusses:
Similarities and differences between Federal and State & Local government IT
Budget and technology challenges for government
What State & Local governments find most surprising about Adobe
How Omniture fits with Adobe’s enterprise offerings and helps support government
The future of government IT
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.
Glyn Evans, Socitm President, Corporate Director of Business Change at Birmingham City Council and CIO Council member
Peter Bole, Director of ICT at Kent County Council
Alan Banks, Managing Director, Adobe UK
Helen Olsen, Managing Editor, ITU and UKauthorITy
The group addressed that public services are moving inexorably online, and the UK population is becoming ever more digitally savvy. But how do we take advantage of the best in technology developments to meet the needs of both the organization and the citizens it serves? Efficiency is essential, but is agile development the key? Does new technology solve old problems and deliver joined up processes and services? Or does the public sector silo mentality block the holistic thinking needed for a step change in performance?
An on-demand version of the webinar is now available; you’ll find it here. It runs approx 45 minutes. We hope you’ll check it out.
The next in this series of webinars is scheduled for June 14 and will be focused on Collaborating for the Future – Joined up Thinking and Joined up Working. You can register here.
Have you ever researched a product or service at a particular website, and then bought it someplace else? Used a mobile device to compare the price of a product online while shopping in a store? Been influenced by the opinions of others in a social community when selecting a healthcare provider or learning more about ailing symptoms?
That list is just a small sample of behaviors that illustrate how customers are educating themselves beyond the information that traditional organizations are providing, and transforming the consumer lifecycle. When coupled with heightened expectations for personalized service after a commitment is established, this environment presents a unique opportunity. Leading enterprises understand the correlation between creating loyal customers and driving performance.
Conditioned by immersive digital experiences in the private sector, citizens now expect more from interactions with their government in the public sector as well. As a byproduct of powerful user-centric citizen experiences, government agencies have discovered they are also able to realize significant cost savings. For example, by making it easier for citizens to dispute inaccurate medical claims, Medicaid agencies could save millions of dollars annually by helping to reduce fraud.
Adobe’s “Experience Delivers” tour recently stopped in Washington DC where the focus was Customer Experience Management (CEM) in government (see the event video we created above, including our conversations with several of the speakers). Attendees from federal, state, and local agencies learned more about our CEM platform, and ways that it can be leveraged to build “brand” differentiation and improve citizen engagement across multiple channels.
Presenters from Adobe and our featured partners, Deloitte and SapientNitro, shared their perspectives and set the stage for CEM industry luminary speaker Bruce Temkin, Managing Partner of the Temkin Group, who articulated the measurable benefits of an effective CEM solution. Bruce further engaged the audience as he identified the following four competencies required to effectively leverage CEM in the enterprise.
Preliminary feedback from this event has been overwhelmingly positive. Other US cities in the Experience Delivers Tour include San Francisco, New York, and Chicago. European cities include London, Stockholm, Paris, Amsterdam and Brussels.
Here at Adobe, we’re passionate about CEM and very interested in your feedback and general thoughts. Is there an opportunity to improve engagement with your agency’s constituents? Let us know in comments and on Twitter @AdobeGov and @AdobeCEM.
How can we address digital exclusion and encourage the mass channel shift to low cost online service delivery that we all need?
Digital Champion, Martha Lane Fox, is calling for ‘e’ Revolution not Evolution with online becoming “the first point of contact” for public services. And the new Government ICT strategy states that the government “will work to make citizen-focused transactional services ‘digital by default’ where appropriate” – but enable a network of ‘assisted digital’ service providers for those who are unable to access this brave new world.
There is, however, much work to do in understanding the user’s needs and experience of online public services with the goal of making them simple and accessible to all.
On the panel:
Graham Walker, Government Director for UK Digital Champion (Martha Lane Fox)
Dr Lorna Peters, Connect Digitally, Department for Education and Hertfordshire
Gilles Polin, Adobe’s European Head of Government Solutions
Helen Olsen, Managing Editor, UKauthorITy and ITU magazine
Are solving the issues of effective identity and authentication pre-requisites to delivering channel shift to low cost online public services?
The future of public services is most definitely digital: confirmed last month in the Government’s new ICT strategy. Indeed, in the Age of Austerity the potential for reducing the costs of service delivery by a switch to digital is too great to miss – but unless we can securely deliver the right service to the right people we risk even greater waste through fraud and further contact.
The London Borough of Brent has been trialling a new concept – the Mydex citizen data store – along with exploring use of the Government Gateway; Enfield, meanwhile, has implemented a new corporate authentication service with help from Serco and GB Group. The panel explored the benefits and pitfalls of getting ID and authentication right.
On the panel:
Dane Wright, IT Strategy Manager at the London Borough of Brent
Lee Grafton, Serco and Enfield’s GB Group identity solution
Gilles Polin, Adobe’s European Head of Government Solutions
Helen Olsen, Managing Editor, UKauthorITy and ITU magazine
Chances are you’ve had at least one or two (or twenty) conversations about Health Reform in the past year. In my experience, regardless of political affiliation, most people find common ground and agree that the traditional US healthcare system has presented multiple opportunities for improvement, to say the least. Among daunting issues, including inefficiencies and fraud, one of the most recurring challenges highlighted has been the lack of access to affordable health insurance for many citizens.
Deemed by many as “the great compromise,” Health Insurance Exchanges are central mechanisms created by the Health Reform legislation to help individuals and small businesses purchase health insurance – for up to 32 million newly covered members.
Beginning in 2014, a Health Insurance Exchange (HIX), also called Health Benefit Exchange (HBE), will be established in each US state and territory as an online marketplace to help consumers make valid comparisons between plans that are certified to have met benchmarks for quality and affordability. The states will manage the exchanges; and the plans offered through these exchanges will be provided by commercial payers, competing for all these new customers who don’t qualify for Medicaid.
Recently, I was invited by the American Public Human Services Association (APHSA) to their annual policy conference in Washington, DC to speak on the topic “Surveying the State of the Art in Health and Human Services Technology Systems.” APHSA is a bipartisan organization representing appointed state health and human service agency commissioners from all 50 states, the District of Columbia, and the US territories. Their members probably know better than anyone the opportunities and challenges that lie ahead as the states prepare to implement their exchanges throughout the country.
Since Adobe has invested considerable resources in the development of an innovative user-centric solution, I was prepared to share the following top 5 key elements to implementing a successful HIX/HBE as I see it.
1. An engaging, personalized, and secure experience for each of the primary HIX/HBE stakeholders (applicant, state administrator, payer) – regardless of platform or device
2. Ease in handling of eligibility and enrollment in the Exchange as well as premium tax credits and cost-sharing reductions for benefits and services
3. Agile HIX management to easily adapt content or implement policy changes that affect rules, and analytics to measure effectiveness
4. Seamless interoperability with existing federal (HHS, IRS, DHS) and state-based (Medicaid, CHIP, MMIS, etc) programs and systems
5. Prudent measures to help address fraud and streamline payer workflows, even for atypical cases
The audience was engaged as we wrapped up the session with open discussion after a brief overview of Customer Experience Management as a platform, and the critical role it plays in the evolution of our healthcare ecosystem.
As conversations turn into collaboration and the dialogue on Health Reform continues to advance, so too does the collective innovation that will help to deliver on the promise of improved access to health benefits and services for US citizens.