Posts in Category "Innovative Agencies"

May 18, 2011

Simplifying Service Transactions and Business Processes

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As we’ve posted about in the recent past, the Adobe Gov UK team has been holding a monthly webinar series focused on the public sector.

Recent webinars have focused on Delivering and Designing Intuitive Online Services and on ID and Authentication for Online Services.

The latest in this webinar series took place last week, on May 12, and was devoted to Simplifying Service Transactions & Business Processes. The event included a strong panel:

  • 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.

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May 9, 2011

“Experience Delivers” Tour: Introducing CEM from Adobe

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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.

1. Purposeful leadership
2. Compelling brand value
3. Employee engagement
4. Customer connectedness

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.

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April 28, 2011

Adobe Government U.K.: New webinar on Delivering and Designing Intuitive Online Services

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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

An on demand version of the webcast is available from this link.

12:03 AM Permalink
April 26, 2011

Adobe Government U.K.: New Webinar on ID and Authentication for Online Services

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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

An on demand version of the Webcast is available from this link.

12:06 AM Permalink
April 7, 2011

A Conversation with Mike Murtha, Adobe Solutions Engineer to DoD (Part 2 of 2)

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Our recent conversation with Michael Murtha, Adobe Department of Defense Solutions Engineer, continues today with the second of a two-part series.

Today, Mike discusses:

If you haven’t yet, check out the first part of the conversation here.

And if you’re reading and watching this, you might also be interested in our recent conversation with Barry Leffew, Adobe’s vice president of Public Sector Sales. You’ll find parts one and two here and here.

To keep up on the latest with Adobe in government, be sure to follow us on Twitter @AdobeGov.

12:21 AM Permalink
April 5, 2011

A Conversation with Mike Murtha, Adobe Solutions Engineer to DoD

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We recently sat down with Michael Murtha, an Adobe Department of Defense Solutions Engineer, to get his perspective on his area of expertise in the public sector. Mike’s work includes supporting the Defense Information Systems Agency’s Defense Connect Online solution, which is based on Adobe Connect.

This is the first segment of a two-part interview. In today’s video, Mike discusses:

  • 0:05 – His current role and background
  • 0:28 – A typical day
  • 1:03 – Key market trends in his area of focus
  • 3:05 – The role and importance of customer experience

In part two, which we’ll post in the next couple days, Mike covers:

  • An overview of Defense Connect Online
  • The breadth of offering with Adobe Connect
  • What the future holds in Mike’s market area of focus

Keep your eyes on this space for the second part of the conversation, or follow us on Twitter to be sure you catch it.

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March 17, 2011

Leveraging Online Analytics to Elevate Agency Performance

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Along with Federal Computer Week, we recently presented an event in Washington, D.C. focused on online analytics. The March 1 event was titled, “Leveraging the Power of Online Analytics to Elevate your Agency’s Performance”.

We were appreciative to have a great keynote speech by Bajinder Paul, Senior IT Advisor to the Associated Administrator, Office of Citizen Services and Innovative Technologies, General Services Administration. And the event also included a panel discussion with speakers including:

  • Phil Kemelor, Vice President of Strategic Analytics, Semphonic (Moderator)
  • Tim Fullerton, Director of New Media and Web Communications, Dept. of Interior
  • Mike Kruger, Director of New Media, Dept of Commerce
  • Rob Pinkerton, Senior Director, Industry Solutions, Adobe
  • Mike Evans, Senior Solutions Consultant, Adobe

We captured footage at the event, and spent some time with Rob to get his thoughts and perspective on the day. Check out the video below – and, as always, we’re interested in hearing from you in comments.

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March 16, 2011

Miami-Dade Police Department and Adobe Connect for Training

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Sergeant Sean Holtz of the Training Bureau at Miami-Dade Police Department (MDPD) recently talked about the department’s decision to use Adobe Connect to provide officers with simple, dependable access to rich, interactive online training courses. Holtz says, “The Adobe solution provides an intuitive, convenient platform for us to create and deliver vital training to officers in every area of our department, regardless of location.”

Holtz likes how Adobe Connect enables MDPD to determine whether or not information is sticking with officers by testing their comprehension and retention.  MDPD can easily add or modify the existing content to make it more effective to train officers.

Check out the complete story here.

5:01 PM Permalink
February 16, 2011

Adobe Gov UK Webinar Series; Next Online Event Thursday

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Our colleagues in the UK recently began a series of interesting webinars on key government IT topics, and featuring some great speakers from gov organizations and elsewhere.

The latest in the series takes place tomorrow, Feb. 17, at 9:00am ET, and is titled, Online Citizen and Business Services: Online citizen self-service in the age of austerity. You can read more about it on the Adobe UK enterprise blog here, and can register for the event here. @AdobeEnterprise will also be live tweeting. Regardless of where you’re located, we encourage you to check it out.

The webinars are planned each month for the next several, and topics include:

  • March 17: Security – Citizen Data and Transactions
  • April 14: Designing and Delivering Intuitive Processes and Service Transactions
  • May 12: Simplifying Service Transactions and Business processes

Keep your eyes on the Adobe UK enterprise blog and @AdobeGov for the latest.

Update: an on-demand version of the Feb. 17 webinar is now available. Please check it out here. The discussion of Online Citizen and Business Services featured the following panelists:

  • Dominic Cain, Head of Client Services at the London Borough of Southwark
  • Guy Ker, Publishing Director at Directgov
  • Gilles Polin, Adobe’s European Head of Government Solutions
  • Helen Olsen, Managing Editor, Informed Publications
5:22 PM Permalink
January 19, 2011

Adobe’s Federal Healthcare Solutions Summit

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Adobe recently hosted its healthcare technology summit, “Federal Healthcare Solutions: Empowering the Patient, Payer, and Provider”, in Pentagon City, Virginia to stimulate dialogue among major federal healthcare stakeholders. The goal of the conference was to highlight ways that government agencies are leveraging Health IT to accomplish their missions and streamline complex processes through innovation.

Our keynote speaker, Dr. Peter Levin, CTO at the US Department of Veterans Affairs, set the tone for the event by sharing details of his inspiring vision to improve care for our nation’s heroes with the implementation of an open standards-based architecture for health data.

Referencing the significant role of customer experience management, Dr. Levin called for “a new model of engagement” as more users expect to securely interact with their health data through multiple diverse channels.

In the tradition of AGA 2010 (Adobe’s Government Assembly), our healthcare summit also provided everyone an opportunity to delve into relevant issues with the program speakers, including the need to balance the scope of policy with recent advances in technology.

Later, fellow panelists Jenna Noble, Deputy Program Manager for Clinical Support at Defense Health Services Systems (DHSS), and Dave Walsh, Chief Executive Officer at eServices Group, joined me for an interactive roundtable forum. Attendees were engaged as they introduced a wide range of topics including Meaningful Use interpretations as well as leveraging Health Information Exchanges and the Nationwide Health Information Network (NHIN) for efficient claims processing.

Interestingly, one of the hot topics that emerged was the definition and implementation of standards to facilitate the seamless exchange of health data among public payers.

On behalf of Adobe, I’d like to extend a special thanks to all those who were able to attend and participate.

3:19 PM Permalink