Professional Documents
Culture Documents
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
Digital is
Humanized
1980s
1990s
2000s
2010s
Knowledge
Everywhere
WHATS NEXT
Internet of
Things
whats
CHANGED
Mobile as
Primary Channel
Cross-Channel
Service
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
Empowered Constituents
Always Connected, Always Sharing, Always Aware
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
160
56%
74%
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
Digital Citizen
Engagement:
A digital citizen refers to a person utilizing/using
information technology (IT) in order to engage in
society, politics, and government participation
Wikipedia
Online transactions
Customer Service
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
Social Networks
Attitude towards
technology
Maturists
(pre-1945)
Baby Boomers
(1945-1960)
Generation X
(1961-1980)
Generation Y
(1981-1995)
Generation Z
(Born after 1995)
Largely
disengaged
Early information
technology (IT) adopters
Digital Immigrants
Digital Natives
Techno-holics entirely
dependents on IT; limited
grasp of alternatives
Formal letter
Telephone
Face-to-face
Communication
media
Communication
preference
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
Facetime
SELF-SERVICE
USER ID
XXXX.XXXX
PASSWORD
*************
*
LOG IN
MICROSITES
EMAIL CAMPAIGNS
REGISTER
MY ACCOUNT
LOG IN
SERVICE DELIVERY
Improve service and lower
costs
KNOWLEDGE SHARING
Increase transparency
to constituents
REVENUE GENERATION
Increase revenue through
tourism / economic development
TRANSPORTATION
Connect with customers to
share relevant information
EMERGENCY RESPONSE
Inform and respond to
emergency situations
THREAT IDENTIFICATION
Detect suspicious activities
Oracle Confidential
11
Unify
Data
Extend
Reach
Deliver Exceptional
Experience
Optimize
Performance
Personalized Interaction
Build profile
Consistent Omni-Channel
Tailored and targeted
Anywhere, Any Device
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
12
OWNED
EARNED
WEB
MOBILE
IN PERSON
SOCIAL
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
13
Web
Mobile
Social
Self Service
Contact Center
Customer Orchestration
Platform &
Security Mgt.
Unified Citizen
Profile &
Segmentation
Social Mgmt.
Site Management
Content Mgmt.
Agency Mgmt.
Mobile Mgmt.
email Mgmt.
Commerce
Administration
Analytics
Real-Time
Governance
Business Insight
Recommendation
Risk
Identity Mgt.
Policy
Management
Procurement
Financial
Management
Enterprise
Resource
Planning
Enterprise
Performance
Management
Reporting
Human
Capital
Management
BIG Data
Operational
Systems
Managed Services
Public Cloud
Traditional IT
Private Cloud
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
14
Mobile
Social
Self Service
Contact Center
AGE OF THE
CUSTOMER
Create customer
experiences that
enhance human touch
Deliver a cohesive
experience across all
channels
Recognize each citizen, and treat them
consistently wherever they go
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
15
Contact Me
Franco Amalfi
Email: franco.amalfi@oracle.com
Twitter: @AmalfiFranco
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
16