Webcast: Piloting the Cloud: The Open Government Directive

Piloting the Cloud: The Open

Government Directive

© 2009 RightNow Technologies, Inc.

Government Directive

December 17, 2009

RightNow Team

Arthur Keeffe, Customer Experience Strategist

[email protected]

@governmentcrm


Lisa DeMille, Solution Consulting Manager

[email protected]

Outline

Open Government Directive

Open Government In Practice

– Transparency

– Participation


– Participation

– Collaboration

RightNow’s Open Government Portal

Questions and Answers

“My Administration is committed to creating an

unprecedented level of openness in government. We

will work together to ensure the public trust and

establish a system of transparency, public

participation, and collaboration. Openness will

strengthen our democracy and promote efficiency and


strengthen our democracy and promote efficiency and

effectiveness in government.”

—President Barack Obama, January 21, 2009

Transparency.

Government should provide citizens with

information about what their government is

doing so that government can be held

accountable.

Participation.

Government should actively solicit expertise

from outside Washington so that it makes

TRANSPARENCY

PARTICIPATION


from outside Washington so that it makes

policies with the benefit of the best

information.

Collaboration.

Government officials should work together

with one another and with citizens as part of

doing their job of solving national problems.

COLLABORTAION

Open Government Directive


Open Government Requirements

1. Publish Government Information

Online

2. Improve the Quality of Government

Information

3. Create and Institutionalize a Culture


3. Create and Institutionalize a Culture

of Open Government

4. Create an Enabling Policy Framework

for Open Government

Within 45 days:

�Each agency shall publish at Data.gov at least three new, high-value data sets.

�The Chief Performance Officer, the Administrator of the Office of

Information and Regulatory Affairs, the Chief Information Officer, and theChief Technology Officer will establish a working group on open

government.

Open Government Directive Milestones


Within 60 days:

�Each agency shall create an open-government web page to serve as thegateway for agency activities related to the Open Government Directive.

�The Chief Technology Officer and Chief Information Officer will create a

dashboard to track agencies’ Open Government Plans and assess open

government in the Executive branch.

Within 90 days:

�The Chief Performance Officer will issue a framework for agencies to use challenges and other incentive-backed strategies for improving open

government.

Within 120 days:

�Agencies shall publish Open Government Plans describing steps to

improve transparency and promote public participation and collaboration.

Open Government Directive Milestones


�improve transparency and promote public participation and collaboration.

�The Administrator of the Office of Information and Regulatory Affairs, in

consultation with the Chief Technology Officer and Chief Information Officer, will review existing government information policies and, where necessary,

issue clarifying guidance and/or propose revisions to promote greater

openness.

TRANSPARENCY

PARTICIPATION

Transparency.

“Ask a Question”

WebcastsFOIA Improvements

Participation.

Surveys

Forums & Blogs


COLLABORTAION

Forums & BlogsLive Chat

Collaboration.

Wikis

Innovation Communities

Public/Private Partnership

The Leader In Government Solutions

RightNow is the SaaS leader in Government Customer

Service and CRM Solutions.

“With a focus on improving the customer experience,

RightNow provides a market-leading solution for

governments looking to enhance service delivery and

interactions with their constituents.”


interactions with their constituents.”

- Datamonitor 2009

RightNow is continually investing in the next generation

of SaaS-delivered solutions with dedicated hosting for the

US Department of Defense and US Civilian Government

More Than 170 Government Customers

eService


RightNow Web

Experience

RightNow Social

Experience

RightNow Contact

Center Experience

• Customer Portal

• Web Self-Service

• Mobile

• Chat and Co-Browse

• Email Management

• Web Experience Design

• Support Communities

• Innovation Communities

• Cloud Monitoring

• Social Experience Design

• Phone and Multi-Channel

Interaction Management

• Case Management

• Voice Automation

• Contact Center Experience Design

• Desktop Workflow

RightNow CX


RightNow Engage

• Web Experience Design• Desktop Workflow

• Agent Scripting

• Contextual Workspaces

RightNow CX Platform

Marketing Voice of the Customer Sales Analytics

Knowledge Foundation

Integration

Mission Critical SaaS

Questions?


Learn More

Open Government Resource Page

www.rightnow.com/opengovernment

The rightnow.com web site

www.rightnow.com


The Datamonitor Decision Matrix for CRM

http://www.rightnow.com/resource-ra-crm-vendor-government.php

Webcast: Piloting the Cloud: The Open Government Directive

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Transcript of Webcast: Piloting the Cloud: The Open Government Directive