1. Future-Ready Government —
Powered by the Social, Mobile
& Cloud Revolutions of Today
Krassi Genov
Sr. Product Marketing Manager
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1 © 2012, Confidential, Pegasystems Inc. Date

2. Agenda
 Why do you need a new approach to the citizen
experience management paradigm
 How technology can empower your agency create an
informed, integrated view of your customers
 How your organization can best design and coordinate
the delivery of services across multiple channels
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3. “The public deserves competent, efficient,
and responsive service from the Federal
Government..”
Executive Order 13571
Streamlining Service Delivery and Improving
Customer Service
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4. Executive Order 13571
Improve customer experience by
adopting proven best practices and
coordinating across service channels
Streamline agency processes to reduce
costs and accelerate delivery
Use technology to lower costs,
decrease service delivery times,
and improve the customer experience
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5. The Layers of Digital Government
Citizens Employees Customers
Private
Govt Digital Presentation
Digital
Services Layer
Services
Systems, Processes, Management &Web Platform
APIs Layer
Open Data and Content (Information) Information
Layer
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6. The World Is Changing
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7. “More content is currently created within
48-hours than was created from the
beginning of mankind through 2003.”
Eric Schmidt, Google CEO 2010
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8. We live “New World” is Hyperconnected
The in a hyper connected world…
http://royal.pingdom.com/2012/01/17/internet-2011-in-numbers/
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8 ©Krassi Genov

9. Old vs. New
Vs.
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10. Rapidly Changing Information Flow
THEN… (Dedicated Media/ NOW… (Citizen Reporters/
Limited Reach) Global Reach)
When a 5.9 earthquake hit near Richmond,
Virginia on August 23rd, 2011, residents in
New York City read about the quake on
Twitter feeds 30 seconds before they
experienced the quake themselves.
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11. Rapidly Changing Devices
THEN… (Desktops / Notebooks) NOW… (Tablets / Smartphones)
Creating an environment for mobility…
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12. Answering the question….
12 Source: Cloudbakers
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13. The World Is Changing
BUSINESS TRANSFORMATION
Back My Worklist
Setup Computer
System Setup, S-119
Pending
Setup Phone
Desk Setup, D-120
Pending
Install Software
System Setup, S-120
Pending
Setup Desk
Desk Setup, D-121
New
Setup Storage Unit
System Setup, S-121
New
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14. Your Optimum Deployment Choice
Cloud
Dev/Test
Production
On-Premise
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15. Putting the customer first means quality
information is accessible, current and accurate
at any time….It means coordinating across
agencies to ensure when citizens and
employees interact with government
information and services, they can find what
they need and complete transactions with a
level of efficiency that rivals their experiences
when engaging with the private-sector.
Source: The White House
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16. Achieving Customer Satisfaction
Channels
Contextual Service
Policies
Timely Customer
Satisfaction
Citizens Government
Needs Goals
Relevant Efficiencies
Consistent Innovation
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17. Additional Challenges
Challenge Get work done Be responsive Become more Delight Create agency
across to changing streamlined, constituents wide
multiple regulatory agile and cost with a processes that
systems and requirements. effective. customized are easily
parties – with experience. modified to
context meet specific
requirements.
Complication Systems are not 73% of IT budgets Too many “Point Code is replicated Manual overrides
designed to cross are spent on Solutions”, ERP, and modified to and workarounds
functional, maintenance PLM, MES and create customized to accommodate
divisional and (Forrester 2011). many manual experience. local requirements.
corporate workarounds.
boundaries. Yet it takes months Multiple versions Inconsistent
to make simple Difficult to change. have to be results.
changes. Brittle and costly maintained.
to maintain
Changes slow to implement with Existing Systems and Applications
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18. “Customers don't know — and don't care to
know — how government is organized. So
why make them go from agency to agency to
get the full picture of what gov't has to offer on
any subject?"
Source: National Dialogue for Improving
Federal Websites
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19. Citizens: Who, How, Which, What, When?
How do I renew
my drivers
license?
Emergency Response
How do I report
a road
accident? Benefits Delivery
When can I file
for benefits?
Employee Training
Who do I
contact? General Information
What website Program Management
do I need to go
to?
Public Affairs
Which number
should I use?
Support
………?
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20. Citizens: Who, How, Which, What, When?
How do I renew
my drivers
license? DOT
Emergency Response
How do I report
a road Benefits Delivery
accident?
VA
When can I file
for benefits? Employee Training
General Information
Who do I
contact?
SSA
Program Management
What website
do I need to go
to? Public Affairs FTB
Which number
should I use? Support
CDRS
………?
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21. Context is Key
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21 ©Krassi Genov

22. Organize and Drive Work Contextually
Agencies Program Policies Vendors
Citizens
Managers
Dynamic
Case
Management
CRM Cloud apps BPM ERP
SOCIAL ECM
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23. Organize Work Holistically
Case Subjects Case Data
Business Objectives Rules and Collaboration
Policies
Tasks
Content Sub- Case Events Processes &
Cases Dependencies
Structured,
Unstructured,
Dynamic
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24. Next-Best-Action Delivers Business Agility
Optimize Operations Personalize in Continuously
1 2 3
with Next-Best- Real-Time, Across Monitor, Control,
Action Strategies Channels and Adapt
Measure
Simulate
Learn
Why Next-Best-Action
Increase operational effectiveness, reduces time-to-value, and
drives customer satisfaction.
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25. A Unified Solution for Agile Government
Citizen Global Tax
Payment Case Modernization
Management
Disease
Outbreak
Citizen Inquiry & Management
Request Decision User
Management Management Experience
Dynamic Case
Citizen Management Member/
Citizen Relationship Case Provider
Benefit Management Services
Disputes Management
Analytics Cloud Citizen
Vehicle Business Process Claims
License & Management Management
Registration
Public Eligibility &
Pension Enrollment
& Retirement Agency Grants
Contracts Management
Management
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26. Achieving Customer Satisfaction
Channels
Contextual Service
Policies
Timely Customer
Satisfaction
Citizens Government
Needs Goals
Relevant Efficiencies
Consistent Innovation
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27. ®
Build for Change
Pega software revolutionizes how leading
organizations optimize the customer experience
& automate operations
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