Posts in Category "Services Delivery"

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.

12:27 AM Permalink
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.

4:00 PM 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
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
November 30, 2010

Happy citizens vs. happy customers

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I recently participated in a panel discussing how concepts of customer centricity in the private sector can translate to use in the government.   The private sector has significantly increased its focus and understanding of customer experience.  In recent years, companies have added specific management roles dedicated to Customer Experience and have also refined how to measure the quality of a customer’s experience.  The measurement of customer experience is equally important for government.  How are companies measuring customer experience and how does this translate to use in government?

4:49 PM Permalink
October 28, 2010

Using Mobility and Correspondence Tools to Improve Case Worker Efficiency

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Earlier this week at the Adobe MAX conference, the new Adobe LiveCycle Suite ES2.5 was announced. There are a number of new aspects to the release but I want to focus on a two pieces that government agencies might find particularly useful–mobility and correspondence. This new release makes it much easier for government agencies to manage citizen correspondence and to empower mobile staff such as case workers or inspectors.

4:19 PM Permalink
October 27, 2010

Citizen Experience: Ways to optimize your agency’s web presence

What happens behind your website is just as important as what is on your website. To maximize your agency's web presence, think about how you can make the web channel the "sole" channel for specific interactions and how you can make your agency responsive to these requests by transforming the review & approval process.

What happens behind your website is just as important as what is on your agency's website. To maximize your agency's web presence, think about how you can make the web channel the "sole" channel for specific interactions and how you can make your agency more responsive to these requests by transforming the review & approval process behind-the-scenes.

Your new government website just launched. The digital pages are visually stunning and impressive.

But is your website just a pretty facade?

Or…is it ready to turn those citizens who visit into satisfied customers quickly and without utilizing your agency’s overloaded phone, mail or in-person channels?

If citizens still need to call or visit an agency office after exploring your website, then there are still more opportunities for maximizing your agency’s web investments to reduce your agency’s operating costs and boost customer service. And, as I will note, investments in what the citizen doesn’t see, the operations behind your website, is just as important as what is on your website.

If your agency can provide required services online in a responsive and transparent manner, adoption of the digital channel will increase.

With the latest Pew research showing that more people are now connected to the internet, it’s time to think about online as a channel for completing end-to-end interactions with your agency. Not just taking a supporting role.

11:09 AM Permalink
October 18, 2010

Face to Face: An interview with Dr. Peter Levin, Chief Technology Officer at the Dept of Veterans Affairs

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Shortly after Adobe was named the winner of the Blue Button Developer Challenge at Health 2.0 in San Francisco on October 7, I was granted personal backstage access to Dr. Peter Levin, Chief Technology Officer at the Department of Veterans Affairs.

During our candid discussion, I asked Dr. Levin for his perspectives on the Blue Button initiative and the Developer Challenge, as well as the role of Health Information Technology as it relates to his vision of empowerment for V.A. consumers.

10:07 PM Permalink

The New Acrobat X and Government

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Earlier today, Adobe announced the next version of our Acrobat family, Acrobat X. We sat down with long-time Adobe veteran Rick Brown, who runs product management for Acrobat, to get his perspective on the new release and how the software is used by government agencies.

  • 0:03 – Rick’s responsibilities and background
  • 0:45 – Acrobat X: what drove development; some of the new capabilities
  • 2:50 – Acrobat in Government, including how agencies use it today

You can follow the Acrobat team on twitter @acrobat, and check out their blog here.

5:16 PM Permalink
October 8, 2010

Mind the gap: self-service vs. assisted-service

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While I was at the Ohio Digital Government Summit this week, I was reminded of the challenge governments have balancing self-service channels vs. assisted service channels. My co-presenter discussed some statistics on citizen Internet usage from Connect Ohio’s 2010 technology assessment survey (see survey here). There were a couple items in this data that highlighted the situation governments face when optimizing channel interactions with constituents.

3:52 AM Permalink