Posts in Category "Services Delivery"

April 9, 2014

DCO Unified Capabilities: Collaboration without Boundaries

Posted by

legacy dco pic

DCO Innovation Environment Now Available

Defense Connect Online (DCO), powered by industry leading Adobe Connect and Adobe Experience Manager, has proven itself as an invaluable collaboration service to over one million registered users, across both classified and unclassified DoD networks, since its launch in 2007.

Now, with the availability of our DCO Innovation Environment, the possibilities are endless.

To provide the US military with the next generation of DCO services featuring even more flexibility for expanding use cases, including virtual training and telemedicine, the DCO Innovation Environment was developed. It enables users to leverage a powerful set of seamlessly integrated modules that greatly enhance the DCO experience.

Referred to as DCO ‘Unified Capabilities’ (UC), this innovative offering provides DoD personnel with immediate access to a configuration environment with solutions that redefine the “art of the possible.”

Based on the past decade of experience and user interactions, the DCO team has deployed this innovative toolset to help users worldwide conduct their missions more effectively and efficiently.  More details are available in this comprehensive whitepaper: https://connect.dcocloud.org/dcoucoverview/

New DCO UC capabilities include:

11:58 AM Permalink
October 28, 2013

Creative Cloud for Government: Winter 2014

Posted by

JERRY_SILVERMAN_BANNER

If you haven’t been following the buzz around the Adobe Creative Cloud, we recently announced our 1.4 million paid subscriber mark, with Enterprise adoption accelerating rapidly. Our customers are overwhelmingly choosing subscriptions instead of perpetual model licenses, and we’ve seen very strong adoption across Government segments.

Defense, Civilian, State and Local IT procurement specialists are looking to Adobe’s ETLA (Enterprise Term License Agreement) model to keep initial costs down, shift licensing costs into the Operations/Management budget, and realize the value of Adobe’s ongoing innovations in multiscreen design and development.

One such innovation involves a new technology called “Perspective Warp” wrapped into Photoshop CC. With this integration, digital imaging professionals can easily change the perspective of images, whether they are manipulating perspective of one image or compositing multiple images together. Here’s a video tutorial on this long-awaited breakthrough feature.

If you’re looking for Government success stories around rapid adoption of new creative technologies, be sure to register for our free Adobe Digital Government Assembly on February 6th, 2014 at The Ritz-Carlton in Pentagon City. Come hear from technology leaders, senior agency officials and industry pioneers as they discuss three core themes that will serve as the foundation for government agencies moving forward: engage, transform and drive results.

One of the technical challenges many agencies face involve the rapidity of CC updates currently shipping, and keeping desktops up-to-date. Also, in many government IT environments, end users of Adobe desktop software are constrained to a thin layer of bandwidth, and users are not administrators. Many clients are completely disconnected from external networks, and if they do have connectivity, their internet access outside the firewall will be closely monitored, constrained or proxied.

For Government IT and procurement personnel seeking a comprehensive overview of Creative Cloud offerings for Government, including technical deployment tips,  we offer this new video and its associated slides. In the video, we discuss the specific policies around deployment that IT Directors will need to address from behind their network constraints. We also address how the rolling updates to our desktop products will help support your mission of keeping your networks secure, stable and uniform, and how to deploy those updates securely and efficiently behind your firewall.

 

5:00 AM Permalink
June 26, 2013

Payers Use Journey Mapping as Customers Navigate the New Healthcare Landscape

Posted by

.
The model for customer acquisition, conversion and retention is rapidly changing in countless ways for health insurance companies in the US; there’s no disputing that. But the real story behind that headline is that it’s about time!

Specifically, it is all about time… the time wasted when an applicant struggles to find relevant information whenever and however she chooses to research her options. It’s also about the time it takes a member to redundantly provide information to a health plan despite the fact that it already has his entire profile stored someplace. Finally it’s about the minimal time that young healthy “invincibles” typically spend with their healthcare providers annually, and the resulting limited opportunities to build relationships or establish brand loyalty among this coveted demographic.

In record time, health payers have come to realize that their members and prospective customers are not a monolithic bloc that responds well to the traditional one-size-fits-all approach for engagement.

The value is in the journey

The Affordable Care Act marks the beginning of a new chapter for healthcare payers. Rather than focusing primarily on transactions with brokers or large organizations for group health plans, the market has shifted to require direct engagement of individuals and families, making empathy and outreach more important than ever. Consumers, as a whole, are more technologically literate and expect their healthcare experiences to be personalized, intuitive and ubiquitous, like online experiences offered by most other industries today.

customer journey map

Delivering on the promise

Adobe is the global leader in digital marketing, trusted by 10 of the top 10 retailers, 10 of the top 10 automotive manufacturers, and 7 of the top 10 banks. Our solutions and services empower enterprises to engage consumers, modernize processes, and improve outcomes by more securely deploying personalized content across all media and devices, measure and optimize it over time, and achieve quantifiable business success.

In healthcare, we help our federal, state, and commercial customers to identify and educate diverse populations with unique needs and motivators; then, deploy effective marketplaces that deliver unique targeted experiences across every channel and screen to drive participation and retention. In fact, Adobe Marketing Cloud solutions are trusted to help power federal, state, and private health insurance exchanges in over 30 states.

In subsequent posts in this series, you’ll hear firsthand from some of those innovative customers and learn how our partnerships empowered them to forge confidently into the evolving healthcare landscape.  After all, for better or worse, it’s about time!

.

 

3:37 PM Permalink
August 7, 2012

Where’s the Real Value in All That Health Data?

Posted by

.
As more parts of our lives “go digital”, the collection of data related to our transactions, interests, and other preferences continues to grow exponentially.

Many commercial enterprises have demonstrated that the ability to manage and even monetize such data provides a powerful competitive advantage. In fact, it’s that principle of Digital Marketing which allows for the delivery of unique personalized experiences for consumers online.  Our health data is no exception.

The health care industry has been criticized for being a laggard when it comes to tapping the wealth of information that’s often locked away in terabytes of stored data, both structured and unstructured, compounding with every insurance claim or provider interaction.  That’s changing, however, as innovative solutions that have modernized industries like travel, financial services, and others are gradually being leveraged throughout the healthcare ecosystem.
.

.

Recently, at the Adobe-sponsored State Healthcare IT Connect Summit, I met with executives from state and federal agencies as well as leaders of private sector health organizations to explore the key role of IT in identifying trends, cutting costs, and saving lives.

Three recurring use cases for transforming this accumulating data into actionable knowledge emerged during our meetings:

10:31 AM Permalink
June 29, 2012

After the ACA Ruling: Bipartisan Consensus on Health IT

Posted by

.
Dissecting the Decision

Yesterday, as the Supreme Court upheld the vast majority of the Affordable Care Act (ACA), a couple caveats were highlighted in the court’s ruling. Regarding the mandate, most people understand the law is economically sustainable only if all citizens participate. The court established that the penalty to be paid by those citizens who refuse to acquire health insurance essentially amounts to a “tax.” Therefore, congress was within its constitutional rights to include such a mandate/tax/penalty in the law.  Although to some it may seem the Supreme Court’s ruling was based partly on semantics, ACA proponents declare it a victory since everyone was previously burdened with the shared costs of caring for the uninsured by way of increasing hospital charges and insurance premiums.

The court also ruled that expansion of Medicaid to offer more citizens health coverage may proceed, but without the ACA stipulation that US states that don’t comply would be denied matching federal funding for their original Medicaid programs. So states may now choose whether to participate in the federally-funded expansion.  Note:  the ACA already included a similar provision (Section 1332: Waiver for State Innovation) that allows for states to opt out so long as they offer citizens the same level of quality care at a cost that is equal to lesser than the ACA, but not until 2017.

Looking Ahead

As focus shifts from the law’s credibility to its timely implementation, Health IT will play a prominent role in the delivery of affordable care to more than 30 million new customers. Many provisions of the ACA rely heavily on IT to raise awareness, determine eligibility, manage payments, improve decision-making, measure quality, and more.
.

.

I recently moderated a two-day conference on Government Health IT in Washington DC where Janet Marchibroda, Health IT Chair at the Bipartisan Policy Center (BPC), spoke on the topic.

9:30 PM Permalink
May 24, 2012

Digital Government: More Than Just A Pretty Interface

Posted by

To anyone passionate about applying technology to drive transformative change and improve the way we live, this week is shaping up to be a tough one to beat in the public sector. It’s been like receiving a gift-wrapped box of energy, laser focused on government innovation and modernization.

Yesterday, President Obama issued a memorandum to the heads of all US executive departments and agencies calling on them to leverage “technological advances to fundamentally change how they serve their customers.”  

The memo, entitled “Building a 21st Century Digital Government,” goes on to explain:

“For far too long, the American people have been forced to navigate a labyrinth of information across different Government programs in order to find the services they need. In addition, at a time when Americans increasingly pay bills and buy tickets on mobile devices, Government services often are not optimized for smartphones or tablets, assuming the services are even available online.”

As a follow-up to Executive Order 13571 (Streamlining Service Delivery and Improving Customer Service) which he signed in April 2011, the president’s memo also announced the release of a new Government-wide strategy developed to accomplish the monumental goal of enabling “more efficient and coordinated digital service delivery” across all agencies.

Simultaneously, yesterday in New York City at TechCrunch Disrupt 2012, Steven Van Roekel (US Chief Information Officer) and Todd Park (US Chief Technology Officer), launched this landmark initiative to thousands of attendees excited to learn the details.

The comprehensive accompanying strategy, entitled “Digital Government: Building a 21st Century Platform to Better Serve the American People“, includes a 12-month road map that emphasizes three priority actions:

  •  Encouraging agencies to deliver information in new ways that fully utilize the power and potential of mobile and web-based technologies
  •  Ensuring the safe and secure delivery and use of digital services to protect information and privacy
  •  Requiring all agencies to establish central online resources for outside developers, and to adopt new standards for making applicable Government information open and machine-readable by default

In today’s interconnected global economy, such leadership will likely provide a blueprint for similar international efforts as government enterprises worldwide mobilize to optimize efficiency and offer citizens digital experiences on par with those offered by their private sector counterparts.

To that end, we recently hosted the first annual Adobe Government Assembly (AGA) for Canada. The recent creation of Shared Services Canada, a new agency dedicated to optimizing service delivery, has brought new attention to efforts there to “improve the efficiency of IT services across the Canadian federal government and ensure value for taxpayers’ dollars.”

.

 

5:01 PM Permalink
December 14, 2011

TribalNet 12: Delivering Citizen Services and Bridging the New Digital Divide

Posted by

.

.

Although most of us mindlessly take it for granted, Internet access in the US is by no means ubiquitous. However, the dynamic mainstream adoption of smart phones, tablets, and other mobile devices has helped to drive irrefutable progress among rural residents and underserved populations.

By literally placing the power of the web into the pockets of many citizens for the first time, mobile devices empower these segments with a surge of newfound access to unlimited information (cell tower coverage and data plans permitting).

However, a closer look reveals a new challenge, as mobile devices are often the only gateway to the Internet for many of these new users. Despite the significant advancements they represent, these devices will not realize their full potential until enterprises, like government agencies and other organizations, deliver consistent experiences for meaningful business processes and human services across these channels – from start to finish.

6:34 PM Permalink
November 30, 2011

MD State Leaders Drive Awareness, Advocacy, and Economic Development with Health IT

Posted by

.

I was recently invited to participate on a roundtable panel of thought leaders from government, business, and academia at the 2011 Annual Conference in Annapolis, hosted by the Maryland Legislative Black Caucus. Collectively, we explored a broad range of topics related to industries that are driving the state’s economy, namely biotech, cyber security, information technology, and healthcare. We agreed that these industries all intersect, in one way or another, as Maryland implements components of the Patient Protection and Affordable Care Act (PPACA), also known as Health Reform.

A primary goal of health reform is to improve overall status and quality of care by achieving health equity and eliminating disparities, particularly in the African American community.

Designed to reduce the estimated $60 billion spent annually on direct health care expenditures, in part due to existing disparities, PPACA aims to make health services more affordable and accessible for millions of Americans. However, successful implementation will require important tactical considerations, including educational outreach and local economic infrastructure, which are often muted by theoretical partisan debate.

In order for any government program to deliver valuable services, citizens must first know that they exist and understand the relative value. For example, as a result of PPACA, commercial health plans now cover many immunization and preventive services without charging a deductible, co-pay, or co-insurance. Included are wellness services like screenings for cardiovascular disease, cervical cancer, colorectal cancer, diabetes, and more.

12:42 AM Permalink
October 21, 2011

You Don’t Call, You Don’t Write… and that’s OK

Posted by

 

Customer Communications has always been at the core of enterprise information strategies.  For organizations striving to capitalize on strengthened relationships with consumers, it would seem an added bonus that they may also streamline operational costs at the same time… if they do it right.

The proliferation of tablets and other mobile devices presents unique opportunities, and has caused many organizations to take a second look at how to satisfy their customers’ heightened expectations for immersive 24×7 interactions.

Besides, how much does it cost your agency to route traditional outbound correspondence and handle inbound inquiries received by postal mail or telephone?

The figures vary within each organization since factors like call volume and levels of service complexity need to be considered. But a conservative estimate of $5 -$10 per inquiry is generally applied across most industries. (hint: For complicated segments, like health benefits administration, that figure quickly escalates!)

2:27 PM Permalink
June 20, 2011

Introducing the Adobe Digital Enterprise Platform

Posted by

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.

1:27 PM Permalink