This document discusses piloting cloud computing initiatives within government agencies. It begins by defining cloud computing and outlining its key characteristics. It then discusses the potential benefits to agencies, such as reduced costs, scalability, and focusing on core missions rather than technology. The document recommends agencies start by piloting opportunities in areas like communications, portals, content management, and analytics. It provides examples of cloud-based case studies that delivered savings and efficiencies. It positions RightNow as an experienced provider of cloud-based customer service solutions to over 160 government customers.

1. Piloting the Cloud September 2, 2009

3. Nitin holds a Master of Public and International Affairs from the University of PittsburghEmail: nitin.badjatia@rightnow.com Twitter: @nitinbadjatia Weblog: nitin.badjatia.com

4. Outline OMB mandate What is cloud computing? What does this mean to your agency? Where to begin Pilot case studies Q&A

5. “ Pilot projects will be implemented to offer an opportunity to utilize more fully and broadly departmental and agency architectures to identify enterprise-wide common services and solutions with a new emphasis on cloud computing.” http://www.flickr.com/photos/mhaithaca/103153597/

6. Administration Priorities for Infrastructure Modernization and Cloud Computing Pilots supporting the implementation of a cloud-computing environment include: End-user communications and computing—service desk Portals, collaboration and messaging—secure data dissemination, citizen and other stakeholder engagement, and workforce productivity. Content, information, and records management—delivery of services to citizens and workforce productivity. Workflow and case management—delivery of services to citizens and workforce productivity. Data analytics, visualization, and reporting—transparency and management. Enterprise Software-as-a-Service FY2010 Federal Budget Analytical Perspectives Cross Cutting Programs http://www.whitehouse.gov/omb/budget/fy2010/assets/crosscutting.pdf

7. “ The cloud will do for government what the Internet did in the '90s…Rather than owning the infrastructure, we can save millions.” - VivekKundra, CIO

8. “ Cloud computing as a number of advantages, including reduced cost, increased storage, higher levels of automation, increased flexibility, and higher levels of employee mobility…The federal government should be exploring greater use of cloud computing where appropriate.” - Aneesh Chopra, CTO

9. Defining cloud computing

10. NIST definition Cloud computing is a model for enabling convenient, on-demand network access to a shared pool of configurable computing resources …that can be rapidly provisioned and released with minimal management effort or service provider interaction.

12. Ubiquitous network access

13. Independent location resource pooling

14. Rapid elasticity

16. Ubiquitous network access

17. Location independent resource pooling

18. Rapid Elasticity

19. Measured Service

20. Five characteristics Ultimately, it’s about providing a robust, scalable technology stack that lets your organization draw on the resources that you need, while focusing on program goals, not on deploying technology.

21. Cloud Computing = SaaS

22. Software as a Service The Software as a Service cloud model typically includes all three layers, the infrastructure layer, the platform layer, and the software layer, making it truly ‘turnkey’.

23. What does this mean for your agency? Points of impact

24. Points of impact Rapid provisioning and deployment Scalable, on demand capabilities Interoperable and standards based technology Reduced cost, faster results

25. Rapid provisioning and deployment Since core technology is already in place, you can focus more on rapid adoption by end users and constituents, and less on the technology enablers.

26. Scalable, on demand capabilities Scalability means flexibility. As usage changes, a SaaS environment can adapt. The cost incurred is for the amount of service used; no sunk costs for unused hardware or software.

27. Interoperable and standards based SaaS based cloud environments represent the next generation of technology, and incorporate most technology standards. In the public sector, these include: 508 FIPS FISMA (NIST 853) FDCC Common Criteria

29. Pay only for the services used, no unused license overhead

31. Where to begin How can your program benefit from piloting the cloud?

32. Where to begin “Pilot projects will be implemented to offer an opportunity to utilize more fully and broadly departmental and agency architectures to identify enterprise-wide common services and solutions with a new emphasis on cloud computing.” FY2010 Federal Budget Analytical Perspectives Cross Cutting Programs http://www.whitehouse.gov/omb/budget/fy2010/assets/crosscutting.pdf

33. Pilot opportunities End-user communications and computing—service desk Portals, collaboration and messaging—secure data dissemination, citizen and other stakeholder engagement, and workforce productivity. Content, information, and records management—delivery of services to citizens and workforce productivity. Workflow and case management—delivery of services to citizens and workforce productivity. Data analytics, visualization, and reporting—transparency and management. Enterprise Software-as-a-Service

35. Constituent self service enablement

40. 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.” - Datamonitor 2009 RightNow has been successfully serving the US Government for over 10 years with over 160 public sector clients including nearly every US cabinet level agency, over 20 states, members of the Intelligence Community, the Army, Marines, Air Force and DoD. 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

41. Questions?