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Safe Harbor

The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Empowering MODERN BUSINESS in the Cloud

Social Media, Mobile and Cloud …..

Sherif Gawdat Hamza, Applications Senior Sales Director, Africa

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The Social Space

Where Are You ??

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Social Media by the Numbers

~170 millionusers

2.7 billion+Social Media

Usersglobally

500+ millionusers

955+ million users

2+ millionusers

800+ millionusers ~11 million

users20+ million

users

250+ millionusers

30+ millionusers

~5 millionusers

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Social

Mobile

Cloud

Big Data Analytics

New Business ModelsNew Products New Experiences

New Technologies | New Possibilities

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?What if mobile, social, cloud, and analytics were native to your operations?

How would that change your …

Citizen and employee experiences?

Communication model?

Services and feedback?

Policy?

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Social, Cloud and Big Data in Public SectorExamples in different segments

Fraud Prevention Infrastructure CitizensExperience

Threat Identification Economic Analysis Cyber Security

Regulatory Compliance, Licensing & Law

Enforcement

Open Government Tax Collections

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Social, Cloud and Big Data in Public SectorExamples in different segments

Fraud Prevention Infrastructure CitizensExperience

Threat Identification Economic Analysis Cyber Security

Regulatory Compliance, Licensing & Law

Enforcement

Open Government Tax Collections

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WHAT IS CITIZENS EXPERIENCE?

SOCIALWEB MOBILEDIRECT CALL CENTERIN-OFFICE

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Expect Government Services To Be

Obtained As Easy As Online Shopping

Rapidly Changing Policy,

Programs and Services

Traditional Outreach

Becoming Less Effective

Constituents’ Voices Are More Powerful Than

Ever

CITIZEN EXPERIENCE IS CRITICAL KEY MECHINISM FOR DRIVING TRUST AND STRENGTHENING RELATIONSHIPS

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CITIZENS’ WISH LIST

1. Make it easier to determine where to go for an answer (45%)

2. Improve response times (42%)

3. Provide consistent information (26%)

4. Improve representatives’ listening skills (18%)

5. Add more self-service options, like online question and answer features (15%)

“Agencies must streamline processes to reduce costs and accelerate delivery, while reducing the need for customer calls and inquiries.” – Executive Order 13571

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CX VALUE EQUATION & JUSTIFICATION

Build Trust and Strengthen

Relationships

RReputation

+ +Increase Adoption

of Citizen Services

AAdoption

Citizen ServicesGovernment Mandates

Interaction Opportunities

Service QualityConsistency

Multi-Channel Support

Reduce Costs and Effort

EEfficiency

Self ServiceAgent ProductivityCost of Operations

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Social, Cloud and Big Data in Public SectorExamples in different segments

Fraud Prevention Infrastructure CitizensExperience

Threat Identification Economic Analysis Cyber Security

Regulatory Compliance, Licensing & Law

Enforcement

Open Government Tax Collections

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.17

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.18