1. Socialsuite Training NSW SES 2 nd August, 2016

2. Agenda Overview & introduction to Socialsuite ~ 1 hr Review of the objectives for the project Overview of the product and what we've built for NSW SES Review of Dashboards & Wave analytics ~ 45 mins Review the current dashboards & gather feedback on presentation of data Brief introduction to the Wave platform and how users can interact with & visualize data Hands-on data collection examples ~ 1 hr Using the mobile app to complete surveys Discussion of email survey capabilities & examples of email surveys Configuring Programs, Activities & Data collection plans ~ 2 hrs Setting up new programs & activities Attaching existing outcomes & re-using questions Creating of custom outcomes/indicators/questions Managing data collection ~1.5 hrs Creating Contacts & Accounts Adding Beneficiaries to programs Managing survey status, timings & expiry periods

3. Project Overview Solution Architecture Salesforce Force.com Platform Wave Analytics Communities Other Salesforce platform capabilities NSW SES Data Sources State, Region and Unit-level Dashboards State, Region and Unit-level Dashboards

4. The Socialsuite Solution What Is It?Why It’s Needed? What are we Measuring? How It Works Technology to Improve Social Service Delivery Makes outcome measurement efficient and helps prove you’re making a difference Outcomes of Community Engagement activitied conducted by NSW SES Capture the Logic Map and Data Collection Plan Collect data to measure impact through email surveys and iPads Report on the Impact to improve the programs and inform stakeholders

5. The Socialsuite Solution An overview of Socialsuite’s features may be viewed in this video: https://www.youtube.com/watch?v=PPCstV1RC8A https://www.youtube.com/watch?v=PPCstV1RC8A

6. Project Overview Map: Review Framework Plan: Implement Data collection plans & dashboards Measure: Collect Data via surveys & other sources Analyse: Review & evaluate results We’re somewhere around here...

7. Project Overview In today’s session, we’re going to look at this backwards: Map: Review Framework Plan: Implement Data collection plans & dashboards Measure: Collect Data via surveys & other sources Analyse: Review & evaluate results Here’s what we want to see This is how we want it to appear Here’s how we’ll get what we need And this is what we need to set up to get us there

8. Framework Measures against 5 key Outcome areas Awareness Knowledge Trust Resilience Actions Incorporates quantitative data already available to NSW SES, along with both qualitative and quantitative data collected from units and members of the public Unit staff will be periodically surveyed and asked to rate the resilience of their communities Members of the public will be surveyed at events and activities with survey questions that feed back up to the key outcome areas Developed by Social Ventures Australia (SVA)

9. Analyse & Report

10. Wave Analytics Dashboards Wave Analytics is Salesforce’s Business Intelligence (BI) platform It can pull together data from within Salesforce (and therefore Socialsuite) along with external data sources, and generate interactive dashboards and charts We’ve already configured a set of dashboards based on the work done previously by SVA. This breaks the charts down into three groups: Our Organization Our Community Our Impact Each of these can be presented at State, Region and Unit level Data sources included in these dashboards: Socialsuite survey data RFA data Community Engagement activity data from Sharepoint Staff and trainee numbers Census data for the general public Some of the data sources and dashboards are still a work in progress, any feedback on the presentation of data & ideas for other types of visualizations are welcome

11. Demo – Wave Analytics

12. Data Collection Can be via any or all of the different channels available iPad – good for group events Ensures good response rates Can be completely anonymous Staff can guide users through the survey Kiosk mode coming soon to support more hands-off data collection Emails – good for large groups Response rates typically much lower than iPad Require email addresses to be captured Less effort required from staff Salesforce limits allow 500 emails per day – 3 rd party mailing tools can be used if this becomes an issue Face-to-face/Phone interviews Staff can log in and complete surveys on behalf of program participants Effort-intensive for staff, but can result in better response rates than emails & can reach participants who don’t use email Other options are possible (but may require 3 rd party tools or additional customization) Website landing page SMS

13. iPad Data Collection To use the Socialsuite Mobile app: For those with Full user licenses: 1.Download the app from the App Store (search for “Socialsuite”) 2.Open up the app from the home screen 3.Log in with your normal Salesforce credentials 4.Enter the verification code if prompted, and allow the app to access your Salesforce data 5.The app will sync records from Salesforce and display the Programs, Activities & Locations configured in the system For those with Community licenses, there are a few extra steps in between step 1 and 2 above: 1.1.Go to Settings for the iPad 1.2.Scroll down to the Socialsuite Mobile icon and select it to display the app settings 1.3.Change Login Host to “Custom Host”, and set the Custom Host to be “nswses.force.com/members” 1.4.Continue from Step #2 above Set-up steps

14. Socialsuite Object Hierarchy Program Activity 1 Location 1Location 2 Beneficiary 1 Beneficiary 2 Beneficiary 3 Activity 2 Location 1 Beneficiary 1 Beneficiary 2 Beneficiary 3 Location 2 Beneficiary 1 Beneficiary 2 Beneficiary 3

15. Hands-on: iPad Data Collection

16. Configuring Socialsuite See the Training Workbook sections 1 and 2 Andrew & Rosanna have prepared some standard Outcomes with Indicators & Questions These can be re-used across different programs & activities, and may also be refined over time We also need to define the standard profile questions that we may wish to ask as part of the surveys Some basic profile questions may include Name Email Address Age Group Postcode Any others? Program-specific or activity-specific Outcomes may also be measured - Programs, Activities & Data Collection Plans

18. Exercise: Setting up a new Program

19. Managing Data Collection Socialsuite uses Salesforce’s standard Account & Contact records A Contact is the record of an individual person. This is separate from a beneficiary record. A person (Contact) can be a beneficiary to multiple activities/programs. They will have multiple beneficiary records created for each activity/program they take place in but only one Contact record. A Contact can also be a stakeholder (funder, family member of participant, surveyor etc). We recommend creating Contacts before Beneficiaries if you have multiple fields of data to attach to the records (e.g. email, address, phone number, etc.). Contacts who will be participating in an email survey MUST be linked to an Account. If desired, Household Accounts can be activated to auto-generate an Account representing a person’s household (based on their last name) Accounts & Contacts

20. Contacts & Beneficiaries Program Activity 1 Location 1Location 2 Beneficiary 1 Beneficiary 2 Beneficiary 3 Activity 2 Location 1 Beneficiary 1 Beneficiary 2 Beneficiary 3 Location 2 Beneficiary 1 Beneficiary 2 Beneficiary 3 Contact

21. Exercise: Managing Contacts & Beneficiaries

22. Over to you!

23. Discussion and Feedback Questions? Concerns? Are changes needed?

24. Thank you! www.socialsuite.com.au Daniel Elkington Product Manager M: +61 437 584 772 E: daniel@socialsuite.com.audaniel@socialsuite.com.au Steve Ward Customer Relationship Manager M: +61 404 700 326 E: steve@socialsuite.com.austeve@socialsuite.com.au