RightNow for Gov

Comment

Comment by Karina Homme on January 26, 2012 at 1:24pm

ACT-IAC Management of Change Conference 2012 Planning Committee would like to engage "Future Now" leaders to share their transformation experiences.

Check out the Linked In Group to join the conversation!  Linked In "Future Now" Government Leaders Group

Comment by Andrew Krzmarzick on September 27, 2011 at 9:41am

Has everyone seen the new GovLoop/RightNow "Excelling in Customer Service" Guide?  Check it out and get your plans in place - one month 'til President Obama's Executive Order deadline:

http://www.govloop.com/profiles/blogs/announcing-the-govloop-excell...

Comment by GovLoop on June 11, 2011 at 12:42pm

Had a blast on Thursday's training on KM and social media.

 

Here's a link to archive:

https://event.on24.com/eventRegistration/EventLobbyServlet?target=r...

 

Slides-http://api.ning.com/files/EGE*87o8QR6XKlKh8HCENUkT*cCGXW6MMjqaTbVn9FIFrcv9JC3DA-iVH8uM6MRjlxZlhiXPGAcMCwP3vhQFxaQ46R3wzM64/SMKMTraining.pdf

Comment by GovLoop on March 23, 2011 at 7:41am

Great blog post that's been in the GovLoop top 20 from Right Now on Bridging the Divide - Government Efforts to Connect Citizens

Comment by GovLoop on January 6, 2011 at 7:55am

Cool press release about RightNow and 25-point implementation.

This month, the Obama administration announced its 25-Point Implementation Plan to Reform Federal IT Management, which promises to transform how the government purchases and manages IT resources.

As Kundra noted in a recent blog post, "For too long, many government IT projects cost hundreds of millions of dollars more than they should, took years longer than necessary to deploy, and delivered technologies that were obsolete by the time they were completed."

To address this challenge, a major premise of the plan is the shift to a ‘Cloud First’ policy. This mandate requires that each agency identify, within three months, three ‘must move’ IT services and move one of those services to the cloud within 12 months. The remaining services should transfer to the cloud within the next 18 months.

Notably, by 2015, the plan pledges to reduce the number of Federal data centers by at least 800. Additionally, approval is reserved for major IT programs that utilize a modular approach, with customer-facing functionality, applications such as self-service modules, that allow direct communication or interaction with citizens, delivered every 6 months.

RightNow CX addresses these key points of the Federal IT reform plan in several ways:

• RightNow CX, deployed in 30 days via the RightNow Government Cloud, eliminates the need for agencies to purchase servers or data center space.
• RightNow helps agencies cost effectively leverage existing IT resources and budget to deliver high-quality citizen and internal facing services.
• The RightNow CX Knowledge Foundation is a self-learning, intelligent knowledge base that provides accurate, real-time information to citizens.
• RightNow’s Software-as-as-Service (SaaS) application offers agencies a rapidly deployable, world-class solution.
• RightNow’s flexible Cloud Services Agreement (CSA) provides annual pools of transaction or seat usage, allowing agencies to accommodate seasonal business fluctuations and to manage annual budgets effectively.
• RightNow CSA provides price certainty for three years and transparent renewal pricing. Moreover, agencies have the ability to rebalance across product modules, annually turning the capacity on selected services up or down.
• With managed, optional, quarterly upgrades, RightNow CX allows federal agencies to provide new customer-facing functionality every 6 months.

Applications Built to Meet the Mandate

RightNow CX gives government the power to manage the constituent experience for maximized transparency and engagement. Solutions include a fully integrated multi-channel contact center platform that identifies, segments, and route callers to the right resource quickly and efficiently. RightNow also enables agencies to deliver 24X7 access to knowledge and subject matter experts, empowering citizens to research information and resolve issues online with or without agent assistance. Capabilities include:

• Web Self-Service
• Mobile
• Chat
• Co-Browse
• Guided Assistance
• Email Management
• Web Experience Designer

RightNow is the Customer Experience Government Cloud Leader

A leader in bringing the cloud delivery model to government agencies, RightNow has successfully served the U.S. government for more than ten years. Over 170 public sector clients, including nearly every U.S. cabinet level agency, Army, Marines, Air Force, members of the Intelligence Community and the DoD, rely on RightNow CX to provide real-time information.

Department of Homeland Security, Customs and Border Protection (CBP) uses RightNow CX across multiple channels to manage email and phone service to citizens. As a result, the CBP has achieved outstanding outcomes including a 98 percent web self-service rate, which is critical to keeping its call center lean.

Air Force Personnel Center utilizes the RightNow solution in its Total Force Service Center Initiative, a program that provides benefits and personnel related support to Air Force employees, across multiple touch points. This initiative has increased satisfaction, reduced average customer inquiry times from 20 to two minutes, improved utilization of the web knowledge base from 180,000 to two million hits weekly and has helped reduce the overall cost of operations.

Comment by GovLoop on October 1, 2010 at 8:09am

Good report AJ...Lots of opportunity to take 311 to the next level using new social technologies. I see a lot going on at universities with reporting/alerts/calling in emergenices leveraging smart phone technology and GPS tied to social CRM

Comment by AJ Malik on September 20, 2010 at 11:01am

ICMA National Study of 311 and Customer Service Technology

Comment by GovLoop on September 17, 2010 at 7:52am

Pretty cool Right Now report on The Federal Customer Experience

Comment by GovLoop on August 28, 2010 at 10:36am

That's a great program Doug.

Comment by Doug Taylor on August 26, 2010 at 10:59pm

Great presentations by all! I really enjoyed the session even though I listened and watched late this evening. I tweeted that in Alabama we can get our fishing license via telephone. I bought a salt water license last year on the Gulf Shores State Park Pier. Virtual Alabama is a great program, and I sincerely hope it continues to grow.

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