Posts tagged "Enterprise 2.0"

Interested in Open Standards and what the Future of Public Sector ICT has in store?

Then you should check out the latest Adobe webinar taking place tomorrow.

Will Open Standards allow the public sector to join up service delivery? What standards are key? And how will they be decided? All questions that will discussed.

As ever, we will be streaming the debate live and we will be inviting you, our audience, to submit questions to the panel, so do get involved.

Our panel of experts will be:

  • Bill McCluggage, Deputy Government CIO and Director of ICT Strategy & Policy at the Cabinet Office
  • Mark Brett, Policy & Programme Manager at Socitm
  • Marc Straat, Adobe’s European Head of Standards
  • Helen Olsen, Managing Editor, UKauthorITy and IT in Use magazine

To access the webinar you will need to register in advance, and we recommend logging in three or four minutes before we’re due to start. Click here to sign up.

@AdobeEnterprise will also be tweeting live from the webinar and you can follow and participate in the conversation on Twitter using the hash tag #AdobeGovLive.

Adobe Government webinar: Simplifying Service Transactions & Business Processes

Thursday, 12th May 2011 at 2 pm (45 minute programme)

Tomorrow we’re excited to be hosting 45 minutes of engaging insight into how new developments in technology offer simpler ways to transact – and streaming the debate live to your computer.

Public services are moving inexorably online, and the UK population becoming ever more digitally savvy. The panel will be discussing how best to take advantage of new tech developments in order to meet the needs of both the organisation and its customers.

On the panel will be:

  • 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

You’ll need to register in advance to access the webinar, and we recommend logging in three or four minutes before we’re due to start – click here to sign-up.

During the programme, which will be broadcast live over the internet using Adobe Connect, we will be asking the audience to participate in polls to gain their views. You will also be able to submit questions to the panel during the interview but due to the volumes we are not able to take all live submissions.

@AdobeEnterprise will also be tweeting live from the webinars and you can follow and participate in the conversation on Twitter using the hash tag #AdobeGovLive.

Adobe Experience Delivers Tour, London 17th May 2011

Experience Delivers Tour

Next month the Adobe Experience Delivers Tour comes to London. The 17th May will be day jammed packed with a series of talks and discussions from independent industry experts and Adobe senior executives. It will also be an opportunity to hear from Adobe customers and partners on some of the fantastic work being done right now around customer experience management (CEM).

Presentations, discussions and case studies will include:

  • Importance of Customer Experience Management - Kevin Cochrane, VP Customer Experience, Adobe
  • The new era of Experiences: mobile, social and immersive - Ron Rogowski, Principal Analyst, Forrester
  • How digital interactions are impacting customer experiences - Delivered by Sapient
  • Consumerisation of IT: key driver in increased customer expectations - Delivered by Logica
  • Tomorrow’s Soup: The customer journey - Erik Larson, Senior Director, Customer Experience Product Management, Adobe
  • Future of Tablets: Next generation of devices with mobile tablets - Michael Chaize, Platform Evangelist, Adobe
  • Customer success of devices being used for multiple platform delivery by a leading asset management firm

Three break out tracks: Web Experience Management; User Experience Applications; and Customer Orientated Processes with 9 compelling customer sessions:

Examples include:

  • Strengthening your brand image with a digital platform
  • Delivering an improved customer and citizen service through CSR experiences
  • Improving collaboration and productivity via online meetings and web conferencing for enhanced employee experiences

For more information on Adobe Experience Delivers Tour and for details on how register visit You can also follow updates on the Adobe Experience Delivers London event on Twitter @AdobeEnterprise and we will of course be tweeting, so do follow #AdobeCEM.

Introducing the all-new Acrobat IT Resource Centre

Exciting news from Adobe – the Acrobat IT Resource Centre has been launched.  If you’re looking to learn more about Acrobat and Reader then this is the place to go.

At the heart of the site is a bank of fresh, new IT focused content including a white paper with customer perspectives, IT led videos, IT tools and training information for enterprise deployment. We’ve also incorporated an area for visitors to seek insightful advice and perspective from the key thought leaders in the IT industry.

There is a great new whitepaper just published which is well worth checking out IT’s next challenge: Three key trends in document.

The Acrobat IT Resource Centre is also a great place to easily access Adobe blogs such as the Acrobat Blog (new post from Mark Grilli explaining more about the Resource Centre – This is IT) and IT evangelist Joel Geraci’s IT Matter’s blog.

The Resource Centre will be regularly updated with new and varied content and will become essential destination for information on wide range of IT issues.

Cloud, Procurement and Utility Computing in the Public Sector

Thanks to everyone that joined us for the recent Adobe government webinars with ITU Live. It was another really interesting debate. It’s great to see a panel of eminent experts from the industry who are also so “hands-on” in shaping the future of government IT, expressing their opinions in an open and challenging forum.

The topic was Cloud Computing and sparked a lively discussion about the barriers to innovation that are created by the public sector procurement process. A full video of the webinar is available here please do take the time watch.

I’ve also pulled out a few bullets below from the session which I thought were particularly insightful. Do feel free to add your own thoughts about this via the comments section within this blog. We always keen to hear what you have to say.

  • Liam Maxwell, IT specialist and Conservative councillor at the Royal Borough of Windsor and Maidenhead, argued that government needs to focus its attention on transparency, personal identity and cross-platform in the cloud to reduce IT spend in local government. A pioneer in his own constituency Liam is championing cloud computing with a view to moving most of Windsor and Maidenhead’s IT into the cloud within the next three years – a bold ambition to say the least.
  • Liam states that one of the key things about localism and the localisation of services is that “it should be possible for someone to set up a trestle table in the town centre and open a government office providing services where and as they are needed”. I agree that cloud technology is certainly an enabler for that vision.
  • He was also discusses that the public sector can do ‘Better for Less’ – a sentiment which Mark O’Neill, CIO at the Department of Communities & Local Government, and lead on the government’s new ‘skunk-works’, also felt.
  • Mark explained how he believes the Comprehensive Spending Review has become a catalyst enabling local and central government to “rethink the business model”, and that this is an opportunity which comes along very rarely in IT.
  • Alan Banks, MD for Adobe, completed the panel. Alan brought an IT vendors perspective to the proceedings. Alan commented that, “the model for government IT is changing and there will be no more monolithic IT projects.” He also led the panel in a discussion about the need for open standards and innovation. This a topic also close to Liam Maxwell’s heart, who said that a staggering £51m saving could be achieved by moving to an open document format within government.

Web conferencing and reducing public sector spending

On Wednesday I joined, as a panelist, a live debate on whether web and video conferencing could help the public sector save money.

Public sector cuts are, as we all know, high on the political agenda, and only last month the Communities Secretary, Eric Pickles, published online details of all his department’s spending over £500. Over £1.5m was spent on travel and hotel accommodation including £635,000 on taxis and cars. For me, web and video conferencing can make a real dent in these costs.

Appropriately, the debate was broadcast live on the web using Adobe Connect, Adobe’s web conferencing technology. We ran a number of live audience polls during the event which showed broad belief that web conferencing could help the public sector cut travel costs (92% said yes), training costs (100%) and carbon emissions (100%). Perhaps more tellingly, less than 10% cited cost as the main obstacle to wider adoption but 75% cited cultural issues.

Best practice advice from the panelists for obtaining end-user buy in for adopting web conferencing was as follows:

Joel Smith, Head of IS at The Food and Environment Research Agency (FERA), the key was making the adoption of video conferencing over the web an evolution not a revolution:

  • FERA started with an audio conference and presenter controlled slides
  • Then moved users on to an audio conference and shared workspace where they could work on the same document together
  • Before moving to full video conferencing

Andy Jones, Senior Learning Consultant at Thomson Reuters it has been a focus on ensuring a great first time experience of web and video conferencing for new users, whether it’s eLearning or a virtual team meeting, by:

  • Training presenters, team leaders and trainers on how best to use web / video conferencing
  • Keeping sessions short initially
  • Providing an interactive experience for learning that includes live questions and virtual break out rooms
  • Making sure whoever is leading a session takes time to plan it properly

From my perspective I’d add two further points:

  • The importance of finding an internal champion to evangelise and encourage use of web and video conferencing
  • The need to continually measure the benefits of web and video conferencing to the organisation. Highlighting the travel costs saved, the carbon emissions avoided and, most importantly, the levels of engagement and satisfaction among employees. There’s a great plug-in for Adobe Connect called Footprints that can help.

We covered a lot of really interesting areas during the debate, from costs and return on investment examples to deployment options, I’ll post more details in due course along with a link to replay of the debate, but in the meantime I’m interested to hear what you think.

Will Cawthorne, Connect Evangelist, Adobe UK

Some more perspective on the recent acquisition of Day Software

Last week we announced that Adobe entered into a definitive agreement to launch a public tender offer to acquire Day Software. Rob Tarkoff, SVP and GM of our Digital Enterprise Solutions business, and Day CEO Erik Hansen offer more perspective on this announcement, what it means, why we are doing this, in the below video.

Time to shine for Customer Experience Execs

According to stats from the recent Gartner Customer 360 conference there are about 400 people in the world with the job title head/director/VP of Customer Experience. And the number keeps on growing, in fact you can make that 401 with the announcement in late June that global car giant Vauxhall is to appoint a customer experience director.

Any organisation will tell you that customer experience is important, but how many are able to give an accurate and concise definition of what this entails? Is it how well your website performs? How quickly your company reps answer the phone? How long a customer remains a customer?

With so many possible definitions, it was refreshing to hear Gartner’s VP and distinguished analyst, Ed Thompson, provide some clarity on customer experience, defined as: “The customer’s perceptions and related feelings caused by the one-off and cumulative effects of interactions with a supplier’s employees, systems, channels or products.”

So how does that translate into the realities of the job for the 401 customer experience tsars across the globe? For Andy Gilson (the new man at Vauxhall) the role, “will focus on driving (no pun intended, their words not ours) Vauxhall customer satisfaction and developing new strategies for the company.”

Providing a good customer experience is now becoming a point of differentiation for organisations making them more competitive. But, it must also deliver tangible results with a clear financial return.

On our recently launched Adobe Experience Delivers blog, John Knightly, VP of enterprise marketing, who also attended the Gartner Customer 360 Conference, offers further thoughts on the importance of customer experience.