Customer Experience Suite Townsville

© 2011 IBM Corporation

Delivering Exceptional Web Experiences

Mike HandesSocial Business Innovation Lead, A/NZIBM Collaboration Solutions @mikehandes [email protected]

The City Sustainability Hub is an access point for all information around sustainability of the city

CITY STRATEGYCITY GOVERNANCE

Products & Services

Citizens

Businesses

WaterCommunication

Energy

Transport

EducationWaste

Food

Healthcare

Biodiversity and Ecology

The City Sustainability Hub extends the Office of SustainabilityA collaboration of public and private Townsville organizations and individualsIt aggregates contextual (from measurement) and non contextual (social media) and allows citizen

to communicate to citizens in the sustainability context

Mainframe

PCs

Internet

Social

Departmental

What’s your Social Government Agenda?

The Fifth IT Era: The era of Social Government

© 2011 IBM Corporation 4

With Exceptional Web Experiences That Are...

Know Your Intended Audience: Deliver Precisely What They Need/Want

Balance Form & Function: Visual Appeal + Ease of Use Equally Important. Socially-infused.

People Are Everywhere: Explosion of Mobile Means A Moving Target!

Turn Customers Into Advocates: Ensure A Reliable, Secure Experience

Hide Complexity Consolidation Self Service Adoption Rates Cost Avoidance App Reuse Multi-channel

Role/Profile/Rule Based Security Single Sign On Navigational Model Branding Virtual Portals

Universal Integration Hub…simplify!


The centerpiece offering in the IBM Project Northstar Vision

Create Dynamic, Engaging Web Experiences that Wow Customers

Target the Right Experience to the Right User via the Right Channel at the Right Time

Improve Customer Loyalty by Enabling Users to Socialize

Optimize the Experience to Maximize Results

Realize Business Goals

Reach Customers Across Multiple Channels – Mobile, Web, Kiosk, Email...

Integrate Across Heterogenous Systems to Deliver New Value

IBM Customer Experience Suite


Create Dynamic, Engaging Web Experiences that Wow Your Customers

✔ New site wizard (microsites)✔ Flexible workflow engine✔ Multi-lingual support✔ Import from Microsoft Word✔ Write once – syndicate to multiple

channels✔ Inline editing with rich-text editor✔ Free industry and content templates✔ Version control✔ Robust security framework✔ WebDav support – support familiar

html tools (like Dreamweaver)✔ Site management tools✔ SEO-ready✔ Robust site search

Increase responsiveness by empowering business users

Achieve consistent branding & messaging with syndication


Improve Customer Engagement by Enabling Users to Socialize

✔ Wikis, blogs, ideation blogs✔ User profiles✔ Rating, commenting, tagging✔ Forums and communities✔ Integrate with twitter,

facebook, youtube, etc.✔ Shared files✔ Shared bookmarks✔ Instant messaging✔ Activities

Support conversations Allow users to find the right people

Enable customers to get problems resolved quickly

Drive innovation by supporting idea contribution

Allow customers to provide feedback


● Rapidly support new devices as they become available:

● Leverage out-of-the-box tooling to create a single application that can support both smartphones and full-sized desktop browsers

●Execute at the speed you need to remain competitive:

● Leverage one common theme to deliver content through the browser to deskop + mobile

Reach Customers Across Multiple Channels - Mobile, Web, Kiosk, Email...


Make Better, Evidence-Based Decisions with Analytics

Leverage analytics to:● Improve user engagement by

measuring and then fine tuning the customer experience

● Intelligently manage your marketing resources

● Make better decisions faster


Profile –one attribute that drives personalization. Also can be behavior,

location, device, attitude, time of day, etc.

Customization- allows users to change their

own experience

Personalization – drives a custom user experience

Recommendations – delivers content or

offers based upon who you are similar to

Target the Right Experience to the Right User Via the Right Channel at the Right Time

Customization

12

● Provides profound cost reduction● Accurate & complete data collection - the first time● Creates auditable, compliant records● Dramatically improves the user experience● Streamlines/Accelerates Processes

eForms – Reduce manual, paper-based processes

Los Angeles County – Municipal Portal 2009 National Association of Counties Achievement Award (Winner)

U.S. Nuclear Regulatory Commission – Electronic Information Exchange 2009 Excellence.Gov Award (Finalist)

Duke University Health System – Patient Portal2008 Healthcare Informatics Innovator (Finalist)

Bharti Airtel – Mobile Portal 2008 Strategy Analytics Wireless Media Lab (Best Portal)

State of Missouri – Emergency Response Information System Portal 2008 Computerworld Honors (Laureate)

Miami-Dade County – Housing Central Portal 2007 Digital Government Achievement Award (Winner)

City of Helsinki – Citizen Portal 2007 UN Report: Digital Governance in Municipalities (#1 in Europe)

City of Gothenburg – Citizen Portal 2009 GT Newspaper Achievement Award (Recognized)

HSBC Bank Brazil – Employee Portal 2009 Intranet Design Award, Nelson Norman Group (Recipient)

US Army Publishing Directorate – Army Action Tracking System 2009 Army Knowledge Management Award (Winner)

Award WinningCUSTOMERS / SITES

Saudi Shoura Council – eGovernance Portal 2009 Best Website for Parliaments (Winner)

Finnair – Customer Site 2010 WEBAWARD - Web Marketing Association (Airline Standard of Excellence)

Cars.com – Customer Site 2010 WEBAWARD - Web Marketing Association (Automobile Standard of Excellence)

Tyco International – B2B Site 2010 WEBAWARD - Web Marketing Association (B2B Standard of Excellence)

Brocade Communications – B2B Site 2010 WEBAWARD - Web Marketing Association (B2B & Technology Standard of Excellence)

Lufthansa – Customer Site 2010 WEBAWARD - Web Marketing Association (Best Airline Website)

Boston Medical Center – Patient Site 2010 WEBAWARD - Web Marketing Association (Outstanding Website)

International Enterprise Singapore – G2B Site 2010 WEBAWARD - Web Marketing Association (Government Standard of Excellence)

IBM – developerWorks 2010 Forrester Groundswell Award – Forrester Research (Winner: B2B division)

IBM – developerWorks 2010 US SMB Social Media Marketing Award – AMI-Partners (Winner: Community Development award)

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LA County offers a consistent online experience across 38 departments for 10.4 million constituents

Miami-Dade County saved $1 million per year in labor costs

NSW Land and Property Management Authority

● The Spatial Information eXchange (SIX), is the official source of NSW's geospatial information, possessing the most comprehensive, accurate and reliable spatial data for the State

Implementation Objectives• Merge 3 existing portals/websites into 1• Design new taxonomy, design, & navigation• Create composite applications using enterprise web services

as building blocks• Utilise Profiling capabilities to target specific audiences with

different functions and content

Business Objectives• Provide greater responsiveness• Remove barriers to find/access spatial data• Reduce paperwork between agencies• Streamline Government services• Reduce transaction time

"Building this channel took one month. Prior to SIX, such an initiative would have taken closer to a year to deploy"

Premier’s Gold Award in 2008 for ‘Achieving the business vision’.

Democratisation of Data - Citizen Mashup

Regional Performance Helps citizens answer “How is my

region doing in increasing recycling rates?”

Explore recycling data by region View up to minute news on recycling Built in 30 minutes

City Performance Helps citizens answer “How can

I improve my city’s household recycling?”

Find local recycling centres and what they recycle

Local news on city recycling performance

Built in 15 minutes

Challenge: Empower the community by

making government data accessible via a single platform in a format which can be personalised and shared

Solution: 570+ feeds of government data

available for creating customized mashups to put citizens in control


Providing citizens with seamless, speedy, and simple access to essential government services

Business Needs

Provide Citizens & businesses with access to Government news, content, and other information & services – anytime, anywhere

Deliver capabilities to where users are – their mobile phones. (Trinidad & Tobago's extremely high mobile penetration rate is over 125% and 4th in the world)

Real Results Over 1.5 million visits (to date- June 2010) Over 36k customers served in 6 locations (to date- June 2010) Over 27k customers via 5 kiosks (to date- June 2010)

Real Results Over 1.5 million visits (to date- June 2010) Over 36k customers served in 6 locations (to date- June 2010) Over 27k customers via 5 kiosks (to date- June 2010)

Exceptional Web Experiences Delight Citizens

Listen, Learn, Measure, Take Action

Social Business

B2BB2B

B2EB2E

B2CB2C(your domain)(your domain)

ConsumerConsumer DomainDomain

SocialSocialAnalyticsAnalytics

StrongerRelationships

New Channels

Workforce Optimisation &

Ideation

Healthier Eco-system

Profiles Communities Blogs Bookmarks Activities Files Wikis

IBM Connections – empowers government users to easily connect with each other, other agencies, (NGO’s) and partners – GET SOCIAL

IBM Connections is Facebook for Government!

Customer Experience Suite Townsville

Documents

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