Posts tagged "government 2.0"

May 9, 2011

“Experience Delivers” Tour: Introducing CEM from Adobe

Posted by

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
March 29, 2011

Bainbridge Island Police Dept and Adobe Connect

Posted by

For the Bainbridge Island Police Department, Adobe Connect has become an integral part of the department’s ability to conduct live and on-demand meetings to communicate sensitive information and respond faster to emergency incidents.

According to Detective Trevor Ziemba, Bainbridge Island officers and law enforcement partners can collaborate instantly with Adobe Connect, further enhancing public safety. Ziemba and the other detectives appreciate the fact that Adobe Connect requires little to no training and can be used easily and reliably across diverse teams. This means officers and law enforcement partners can start collaborating right away to get to the bottom of cases and quickly resolve critical incidents.

With Adobe Connect, Bainbridge Island Police Department and its safety partners are collaborating in real time. Many of the officers also have individual, persistent meeting rooms, so they can engage their peers and partners when and where they need to. To learn more about how Adobe Connect has transformed the way law enforcement officials help keep the community safe, see the full story here.

12:03 AM Permalink
March 23, 2011

Adobe Connect Usability Event – Video

Posted by

Earlier this month, Adobe and Emergent hosted the first in-person event of the Adobe Connect Public Sector Users Group. We wrote about the new Users Group earlier in the year in this post.

The first event focused on Adobe Connect 8 usability, and included discussion on what’s new with the technology, accessibility, best practices, and more on the new Users Group itself.

We attended and captured some video footage, including a few words each from our colleagues, Heyward Drummond and Emily Timmerman.

Check out the Users Group blog for a few follow-up posts to the first event – one includes several links to helpful resources and the other more detail on integrating video in a web meeting.

And if you haven’t already, considering joining the Users Group; check out their site for more details.

2:48 AM Permalink
March 17, 2011

Leveraging Online Analytics to Elevate Agency Performance

Posted by

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.

12:03 AM Permalink
March 16, 2011

Miami-Dade Police Department and Adobe Connect for Training

Posted by

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

Posted by

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
February 3, 2011

A Conversation with Barry Leffew, Adobe VP of Public Sector: Part 2 of 2

Posted by

Our recent conversation with Barry Leffew, Adobe vice president of Public Sector Sales, continues today with the second of a two-part series. Today, Barry discusses:

  • 0:05 – The breadth of Adobe’s presence in Government today
  • 0:46 – Key trends in Government IT
  • 1:30 – The importance of customer experience and how it applies to Government
  • 2:25 – What the future holds for Government IT

 

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

2:32 AM Permalink
February 1, 2011

A Conversation with Barry Leffew, Adobe VP of Public Sector: Part 1 of 2

Posted by

We recently sat down with Barry Leffew, Adobe’s vice president of Public Sector Sales, to get his perspective on the company’s presence in the Government market. This is the first segment of a two-part interview.

In today’s video, Barry discusses:

  • 0:04 – His current role and background
  • 0:30 – A typical day
  • 1:00 – The history of Adobe in Government
  • 1:35 – PDF and Government
  • 2:20 – The evolution of Adobe technologies and Government

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

  • The breadth of Adobe’s presence in Government today
  • Key trends he sees in Government IT
  • The importance of customer experience and how it applies to Government
  • What the future holds for Government IT

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

1:30 AM Permalink
January 25, 2011

Maximizing Web Presence

Posted by

Late last year, we hosted our second Adobe Government Assembly, which brought together over 500 attendees and speakers to discuss innovative ways to engage with citizens more efficiently.

Among the sessions was one focused on maximizing your web presence. It was moderated by our own Loni Kao Stark, and included some great speakers:

  • Selene Dalecky, Program Manager, Federal Digital System, Government Printing Office
  • Ronnie Levine, Chief Information Officer, Bureau of Land Management, Department of the Interior
  • Steven Webster, Director of Technology & Experience Innovation, Adobe
  • Andrew Wilson, Web and New Media Strategist, Substance Abuse and Mental Health Services Administration, Department of Health and Human Services

 

We caught footage of Loni talking with each of the speakers directly after the session and encourage you to take a look at the result:

You can also check out an Adobe Connect recording of the entire session here, or listen to a podcast of the same here.

4:12 PM Permalink
November 17, 2010

Section 508 Accessibility event

Posted by

We recently sponsored a Section 508 accessibility event at the U.S. Access Board Auditorium in Washington, D.C. The late October event included discussion on the changing standards, policy, and compliance landscape.

We were honored to have talks by the following special guests:

  • Kareem Dale, Associate Director, White House Office of Public Engagement, Special Assistant to the President for Disability Policy
  • Terry Weaver, Director of IT Accessibility, General Services Administration
  • David Capozzi, Executive Director, U.S. Access Board

The morning also featured a presentation from Adobe and other government leaders on best technology practices for achieving accessibility.

Please check out the following video for an overview of the event, including thoughts from several of the speakers.

2:50 PM Permalink