Copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. Maximizing Service While Lowering Costs – the Value of Web Self-Service in Government Brent Kellogg, National Channel Manager SafeHarbor Technology Corporation

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 2 Agenda Importance of online government support e-Government challenges Method for achieving success Reduce costs while increasing service Best practices and success steps Case study - State of Washington Q&A

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 3 How End-users Get in Touch with Government – May 24, 2004 *Transactions included: auto license or permit, license for personal project, recreational license, and professional license. “Among Government Patrons who contact the government through the Web, 46% encountered some kind of problem.” “ Government Patrons who use the Web to contact government say their top problem is not being able to find the right information.” For Personal Transactions*, the Internet was listed as the preferred choice for less than 27% of those surveyed. Citizens Expect Online Support

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 4 Budget shortfalls have significantly increased pressure for e-Government initiatives to deliver measurable cost savings Government executives are demanding that agencies deliver improved citizen and business satisfaction through online access eTailers & online support providers have trained citizens and businesses to expect online answers in real-time Phone call or in-person visits still remain the preferred interaction model e-Government Challenges

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 5 How Do You Improve Access and Satisfaction, While Reducing Costs? By optimizing customer support through a multi-channel support approach Achieving Success

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 6 Critical multi-channel support solution components –Success requires more than the technology Integrated business processes between the call center, self- service, and business Targeted content audiencing Usage tracking & analytics capabilities across all stakeholders / channels CSAT surveying Optimization strategy to continually update assets based on data / feedback Solution Components

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 7 What are the benefits of multi-channel support approach? –Reduced net cost of service delivery –Optimized customer support processes, applications and infrastructure –Agencies can focus on their core competencies –Increased agent and employee productivity –Utilizing real customer intelligence, make better business decisions thru behavioral analytics –Leveraging dynamic systems and subject-matter expertise to maximize capital investments and ongoing managerial expenses Web Self-help Benefits

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 8 Best Practices Create consensus around business objectives Understand user expectations and roles Plan an iterative process of continuous improvement Choose the right platform and partner: –Experience in your industry –Knowledgebase to capture expertise and procedures –Embedded analytics and reporting –Starter applications and vertical industry templates –Integrated professional services and training –On-demand deployment model

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 9 Steps for Success Step One Step One - Understand user preferences Step Two - Step Two - Assess efficiency of customer interaction channels Step Three - Step Three - Align channels and service models Step Four - Step Four - Create a transition plan Step Five Step Five - Measure and plan for continuous improvement

Copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. Client Case Study: State of Washington

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 11 “ I want our state and our state agencies to make it easier for citizens to interact with government... I want to free up all the bureaucratic steps and reduce costs so we can move those dollars into the direct delivery of services.” - Governor Gary Locke, 2002 State of Washington: Supported agencies include Dept. of Information Services, Dept. of Licensing, Dept. of Labor and Industries Under DIS, launched Access Washington (access.wa.gov) in 1998 Access Washington is the public portal for information and services for state and local government Delivers more than 300 online services from over 150 government agencies Traffic has grown to more than 1.6 million page views a month Case Study

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 12 Case Study State of Washington Sustains 90% Self-service Rate Results Increased Web self-service rate to 94% Achieved numerous eGovernment awards for quality and innovation Created flexible and scalable solution for all areas of government Need Understand customer preferences Assess & align interaction channel and service models Develop a transition plan Measure & plan for continuous improvement Challenge Provide citizen and business support cost-effectively Build better relationships with end-users Meet support needs of disparate audiences Solution Provide integrated, multi-channel support (Web, , phone, and chat) for state and local government

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 13 Customer Support Transformation and Interaction Delivery Solutions –Actionable answers out of information Methodology Best Practices –Answers to end-users that are easy to find and use Multi-channel Access (Web, , Phone, Chat) Navigation Human Factors Engineering –Actionable customer intelligence Behavioral Analytics –A continually optimized customer experience Dynamic and Self-Learning vs. Static –On budget and on time in under 10 weeks Case Study

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 14 SafeHarbor Delivers Reduce Support Costs Deflect support calls to Web self-help Reduce average handle times with enhanced content Reduce support costs with leveraged knowledge system Improve Customer Satisfaction Understand customer needs and industry best practices Respond to customers’ needs in the channel they seek Integrated analytics across support channels Increase Revenue Opportunities Identify business drivers and opportunities through customer data and analytics Leverage feedback and problem trends to update and develop products and services

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 15 Sample Clients

Copying, distribution, or use of the contents of this document is prohibited without written authorization from SafeHarbor Technology Corporation. 16 Contact Us Q&A Please contact us with any questions or comments Brent Kellogg SafeHarbor Technology Corporation