Los Angeles Department of Building & Safety Lowers Customer Service Costs with Oracle WebCenter

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.1

Oracle WebCenter in Action: Webcast SeriesHOST: Mark Brown, Sr. Director, Oracle WebCenter

Insert Picture Here


Key Trends Impacting Your World

Personalization

Mobile

Social

Multi-Channel

Consumerization

Self-Service


Engaging Customersis Critical for Business Growth


Oracle WebCenter

Oracle WebCenter is the engagement platform powering exceptional experiences for employees, partners and customers. Drive sales and loyalty with engaging cross-channel

online experiences Provide a single point of access with self-service

portals and application dashboards Enhance productivity with social collaboration Ensure timely, relevant and accurate information with

enterprise content management

Engage Your Customers. Empower Your Business.


Giovani Dacumos, Director of Systems, Los Angeles Department of Building & Safety

Minh Ong, Project Management Group Lead, Los Angeles Department of Building & Safety

Sheetal Paranjpye, Project Manager, 3Di

Rajiv Desai, CEO, 3Di

Welcome!


Agenda Company Overview

4 Keys to Delivering Superior Customer Self-Service– Application Access

– Personalization

– Integrated Platform

– Multi-Channel Delivery

Demonstration

3Di Offer

Summary

Q&A


Company Overview


Los Angeles Department of Building & Safety

MISSION: Our goal is to serve you in the best way that we can through open

communication between you and LADBS. We are committed to ensuring that your construction projects are completed professionally and promptly, while ensuring life safety and compliance with the code.

FACTS: One of the largest construction permitting departments in the US Over 110,000 permits worth $3 Billion every year Over 350,000 walk-in customers every year


Improve customer experience

Increase transaction efficiency

Lower operation costs

Improve operational efficiency

Broaden services portfolio

Improve data accuracy

Business Objectives


Information silos – not fully integrated

Limited service channels – inconsistent customer experience

Narrow operational visibility

Business Challenges


Customer Self-Service Portal integrated with GIS, E-Commerce & Legacy applications

Built on Oracle WebCenter Portal & Oracle WebCenter Content

Other Oracle Products: Identity Management, SOA Suite, Database

Target Solution


3Di

Design and deliver business-driven information technology solutions Offices in USA and India Oracle Gold Partner ISO 9000 Certification Over hundred public and private sector clients Oracle Fusion Middleware Innovation Award Winner 2012


3Di Solution

Infrastructure SystemsIntegration Consulting Application

Development


4 Keys to Delivering Superior Customer Self-Service

Application Access

Multi-Channel Delivery

Integrated Platform

Personalization


Application Access Application Access

Multi-ChannelDelivery

IntegratedPlatform

Personalization


Insert Chart Here

Application Access

Key Features:– Customer focused

design

– Automation of common customer service functions

– “Shopping Cart” Implementation

– GIS Integration

– Extensive Workflow Support


Application Access

Solution:– WebCenter Portal &

WebCenter Content

Integrated with:

– ESRI ARC GIS

– MS Active Directory

– Third party applications


Application Access

Key Benefits:– Transaction Efficiency

– Data Accuracy

– Lower Cost

– Increased Security

– Wider range of services possible


Personalization Application Access


Integrated Platform

Personalization


Personalization

Key Features:– My Workbench

– My Permits

– My Projects

Insert Chart Here


Insert Chart Here

Personalization

Key Benefits:– Relevance

– Consolidation of data

– Security

– Targeted messaging


Integrated Platform Application Access


Integrated Platform

Personalization


Integrated Platform

Key Features:– GIS Integration

– Legacy Applications

– SOA interfaces for external applications

– Identity/Access Management

– Content Management

– E-Commerce

Identity Management

GIS

Other Applications (SOA)


Integrated Platform


Insert Chart Here Key Benefits:

– Data integrity across systems

– Scalability

– Ease of development

– Ease of maintenance

Integrated Platform


Multi-Channel Delivery Application Access


Integrated Platform

Personalization



Key Features:– Consistent user

experience across:

– Mobile

– Web

– Walk-in

– IVR

– SOA based external application interface



Key Benefits:– 24/7 Service

– Anytime, anywhere access

– Consistent customer experience


DEMONSTRATION


Oracle WebCenter Benefits

Drivers for selecting Oracle WebCenter:– State of the art Portal Platform

– Integrated with Oracle WebCenter Content, Identity Management, SOA

– Performance/Scalability

– TCO


3Di will provide a FREE 2 week assessment of how the Oracle WebCenter platform can transform your selection of application.

Input from you:• Current Environment (Infrastructure, Application to be assessed)• Pain points• Business Objectives for the application

Assessment by 3Di: (An assessment report including)• High-level architecture using WebCenter Suite

• Infrastructure, application architecture & interfaces• High-level implementation plan

• Schedule & cost estimate

Special Offer from 3Di

Insert Picture Here

www.3disystems.com

http://www.3disystems.com/


Join the Oracle WebCenter Community!Oracle WebCenter blog:http://blogs.oracle.com/webcenter

Oracle WebCenter Homepage:http://oracle.com/webcenter

Oracle WebCenter Newsletter:http://oracle.com/newsletters

Twitter: http://twitter.com/oraclewebcenter

Facebook: http://facebook.com/webcenter

LinkedIn: http://linkd.in/ORCL_Social

[email protected] [email protected] [email protected] [email protected] [email protected]

www.webcenterinaction.com

http://www.webcenterinaction.com/

Los Angeles Department of Building & Safety Lowers Customer Service Costs with Oracle WebCenter

Documents

Transcript of Los Angeles Department of Building & Safety Lowers Customer Service Costs with Oracle WebCenter