1. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 1 Maximizing Service While Lowering Costs Maximizing Service While Lowering Costs The Value of Self Service Portals in Government Paul Farnsworth, VP of Technology SafeHarbor Technology Corporation

2. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 2 From Place to Space The Support Channel Evolution Customer Experience Expectations The Value of Leveraging Customer Data Across Channels Five Steps to an Optimized Customer Experience Agenda

3. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 3 1976 - Cray-1A2005 – Xbox 360 The Speed of Change Speed: 160 Megaflops Memory Size: 4MB CPU: CRAY Cost: $10,000,000 Memory Width: (64-bit) Speed: 1 Teraflop Memory Size: 512 MB + 1MB Ch CPU: Three symmetrical cores @ 3.2 GHz Cost: $300 Memory Width: (32-bit) 6,250 increase in performance @.003 the cost

4. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 4 Internet Usage 223 M

5. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 5 From Place to Space Slides to be inserted here…….. based on MIT - “From Place to Space”

6. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 6 Customer needs drive interaction The Support Channel Evolution POSPhoneMail Phone Mail POS Fax Some PC Fax PC Fax IVR Auto Voice E-mail Auto E-mail Web Self- Help Kiosk 1970 1980 1990 E-com 2000

7. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 7 Customers demand access 24x7 68% of Americans are online in 2005, averaging 2-3 hrs per day They expect to receive what they want, how they want it, when they want it To ensure satisfaction, you must rapidly solve their problem Customer Experience Expectations If you meet expectations, customer loyalty increases Exceptional service is a critical differentiator Learn from each interaction for continuous improvement Consistently positive support experiences drive customers to preferred channels

8. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 8 Traditional Voice Metrics Web Metrics Customer Satisfaction CUSTOMER BUSINESS Phone Web site Phone Customer Interaction Path Example

9. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 9 Review Common Identification and Resolution paths Review Web Metrics CUSTOMER BUSINESS E-mail Phone: Chase e-mail Directed to Web Web self-service: Customer fixes issue Wait: Negative experience Measure Customer Satisfaction Customer Interaction Path Example

10. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 10 The Power of Customer Data Customer data can help you better serve your customers while continuously improving your business Understand Customer Usage Patterns Across Channels to Improve Efficiencies and Reduce Costs Drive the Right Customers to the Right Channels Gauge Customer Satisfaction Use Customer Feedback to Improve Products and Services Turn Support Centers into Profit Centers: Use Data to Identify New Revenue Opportunities to Fuel Sales Initiatives

11. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 11 Practice-oriented Approach Technology Selection Risk Align efforts with business objectives, create credible business case Management Support Risk User Adoption Risk Choose a strategic platform/solution provider rather than individual tools Apply a structured process for optimizing customer experience Focusing on people, processes and technologies necessary to drive change is essential to transforming support delivery + customer experience; Practice-oriented approach can minimize key risks:

12. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 12 Five Steps Five Steps to an Optimized Customer Experience

13. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 13 ABG’s Readiness Process Actions Insight Validate Direction Best Practices & Industry Research Analysis and Review Assess Create Consensus Cases and Metrics Visioning User Profiling Align Build Business Case ROI models Action Planning Analyze Outcomes Action Plan Business Case Framework Communication Plan (optional) Technology Selection (optional) Apply PrioritiesMission

14. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 14 It’s About the User… Step One Step One - Understand user preferences –Define groups of customers (“segments”) –Determine roles, preferred channels –Monitor patterns + preferences –Calculate lifetime value to business – e.g., essential for treatments/offers to avoid customer “churn”

15. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 15 …and Understanding Options Step Two Step Two - Assess efficiency of interaction channels –What is in place; how each channel is used –Cost per interaction –User experience Step Three - Step Three - Align channels and service models –Map tasks to channels for each segment –Support/deny preferences based on goals –Deploy incentives

16. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 16 Preparing for Change Step Four Step Four - Create a transition plan –User adoption plan is essential for self-service –Escalation strategy: Minimize escalations by optimizing online channels (e.g., use IM or Web forms to capture problem description, provide more interactive assistance) Manage escalations by capturing context, applying analytics –Marketing/communication plan –Training –Change management

17. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 17 Driving Improvement Step Five Step Five - Measure and plan for continuous improvement –Transformation is an iterative process –Create clear/credible performance metrics –Apply customer analytics

18. This document contains confidential or privileged information. This information is intended for the use of the named recipient(s). Disclosure, copying distribution or use of the contents of this document is prohibited without written authorization from SafeHarbor Technologies, Inc. 18 Questions and Answers Questions & Answers