GovLoop - Knowledge Network for Government


RightNow for Gov

How do you create a memorable customer experience on the web? RightNow knows how to improve the value of a visit to your website and this group is dedicated to discussing practical tips and best practices.

Members: 109
Latest Activity: Jul 11, 2013

Discussion Forum

How an Unhappy Customer is like a Crazy Ex-Girlfriend

Started by Shannon Donelson. Last reply by Jack Shaw Feb 14, 2012. 2 Replies

Did you know that 50% of consumers give a brand only 1 week to respond to a question before they stop doing business with them? In today's digital world, there are unlimited choices for consumers,…Continue

Tags: customer service, Supporters, RightNow

Super Bowl Sized Customer Service

Started by Shannon Donelson. Last reply by Suzanne Lowe Feb 6, 2012. 1 Reply

One of my favorite commercials from the Super Bowl was also a great example of customer service.  I thought FirstBank had a brilliant idea when they essentially "gave up" their air time in order to…Continue

Tags: customer service, Supporters, RightNow

Let's Face it, Nobody Likes to Be Called Out

Started by Shannon Donelson Jan 13, 2012. 0 Replies

The best part of using social media channels for customer service is when a customer or citizen compliments your organization and sings your praises.  Positive tweets and Facebook wall posts (even a…Continue

Tags: customer service, Supporters, RightNow

What are your Top Customer Experience Challenges for 2012?

Started by Shannon Donelson Dec 28, 2011. 0 Replies

A new year means new goals, and new goals mean exploring what worked the year before, and what awaits you and your organization in the future.  As we have seen, customer service in government has…Continue


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Comment Wall


You need to be a member of RightNow for Gov to add comments!

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:

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:



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
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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