By Pam Rood, Cloud Services Solution Manager
Contending with Digital Disruption
I frequently work with public agencies that are contending with the disruptions of the digital age. Most launched their first web sites over a decade ago,
initially as venues to supplement their call centers, direct mail, and other constituent contact activities.Now, with full reliance on the Internet, these
first-generation sites are increasingly difficult to maintain.
Moreover, there are growing inconsistencies between information delivered over the web, what call center representatives tell constituents, and what the
agencies publish in documents and communicate in email messages. Information specialists often spend a lot of their time on editorial tasks --
synchronizing content delivered across call center, web, and email -- and have few resources left to develop new information that addresses constituents’
Fortunately there is a better way – building a constituent-facing contact center, organized around a shared knowledge base. It’s essential to develop the
content once, manage it in a systematic fashion, and distribute it across the multiple channels for constituent communications.
The Oracle Service Cloud as a Constituent-Facing Contact Center
Oracle Service Cloud (also known as Oracle RightNow) makes a difference. It unifies web, social, and call center experiences for a content-consistent,
cross-channel solution in the cloud, enabling a public agency to better serve constituents, reduce costs, and improve effectiveness.
Oracle Service Cloud provides a shared source for all information an agency distributes, stored centrally and indexed by a predefined set of keywords. It
is readily searchable by constituents and call center representatives alike – each has an online experience tuned to their particular perspective.
With Oracle Service Cloud, agency information specialists make modifications and updates once, distributing them across multiple channels, including mobile
devices. The information is consistent – there is a single authoritative source running as a cloud-accessible service – thus, information specialists no
longer need to spend time synchronizing content and resolving inconsistencies.
Oracle Service Cloud tracks how the information is used. Information specialists monitor the terms constituents and call center representatives use to find
information and assess their results. Agency staff members subsequently edit, extend, and enhance the knowledgebase in light of these experiences. In
addition, Oracle Service Cloud is easily integrated with existing legacy enterprise applications, allowing an agency to leverage investments in existing
databases and CRM systems.
Using Oracle Service Cloud, an agency builds connections for consistent information and service delivery. Leveraging a shared knowledgebase, staff members
connect remotely as needed to do their jobs. Agency managers have increased flexibility for talent enhancement, promoting the development of a diverse and
productive workforce. They can also create interactive dashboards and online experiences for responding to constituents’ concerns.
Improved Service Delivery
Today, constituents expect to do business any time, from anywhere, and using both the Interne and other digital channels. Public agencies meet these
expectations and substantially improve their service delivery capabilities through a constituent-facing contact center. Here are highlights from three of
the agencies that deployed Oracle Service Cloud:
The Illinois Department of Revenue is able to answer hundreds of common questions on the web 24 hours a day, and slashed its email volume by 83 %.
The system paid for itself within six months.
The US Air Force raised its constituent satisfaction levels from “poor” to “very good”:
Average constituent inquiry times decreased from 20 to 2 minutes
Weekly utilization of web knowledge base increased from 180,000 to 2 million hits
The agency consolidated 21 personnel programs into the new web-based knowledge management service
Better program management led to significant cost reductions
The US Customs and Border Protection reports a 98% self-service rate on its web site. Agency staff tracks trends about hot topics through
interactive dashboards. Furthermore, CBP personnel gather feedback from constituents, and directly respond to comments and recommendations through
the contact center.
A government agency requires both performance and budget results. Deploying a constituent-facing contact center leads to greater effectiveness and
substantial cost savings.
Cloud Procurement, Oracle Consulting Delivery
As a cloud-powered solution, Oracle Service Cloud is a proven environment that an agency can rapidly adopt on a predictable time scale and budget.
No up front capital expenses are required to procure the underlying infrastructure and enterprise software systems. An agency budgets and funds the
service as an operational expense.
Oracle consultants provide exceptional value for the delivery of your Service Cloud solution. Possessing extensive product knowledge, they combine
it with a deep understanding of the public sector and service industries.
In short, building and maintaining a knowledge base is no longer a complex and expensive task, only performed by specialists and requiring a long
lead-time. Oracle Consulting has the tools, resources, and expertise to help a public agency organize its information for a constituent-facing
contact center in a matter of weeks, maintain it on an ongoing basis, and deliver content across multiple channels. Oracle Service Cloud delivers
digitally enabled services that meet constituents’ expectations and achieve both management and public policy objectives.