© 2007 RightNow Technologies, Inc.
SaaS and the Government: The Success Formula
Greg Gianforte, CEO and FounderRightNow Technologies
Agenda
• RightNow’s SaaS Government Expertise
• Service Imperatives
• SaaS Government Requirements
• SaaS Government Success Formula
• Q & A
RightNow Technologies
NASDAQ: RNOW
Enabling superior constituent experiences while reducing operating costs
8 years of continuous financial growth
~1,800 clients worldwide
Strong global presence
#1 Provider of SaaS Government Solutions
Government Service Imperatives
• Drive SaaS adoption
• Commercial organizations have raised constituent expectations
• Must do more with less
• Service/Cost Dilemma
• Consistency of experience
• Time to benefit
Citizen Service Levels Interagency Committee (CSLIC)
• Telling constituents what to expect and “doing it right the first time” are key to building constituent trust and confidence
• Citizen-centric government
Download: www.usaservices.gov/word/performreport.doc
The Future of Application Delivery
SaaSIn-House
5x lower TCO
5x faster deployments
Insight drives better business value
Control Essential• Forced upgrades don’t work
SaaS + Knowledge at the Point of Action Drives Constituent Experience Success
1. Create a knowledge foundation2. Empower your constituents with self-service3. Empower frontline employees4. Deliver multi-channel access and consistency5. Capture the voice of the constituent (CSLIC)6. Design transparent multi-department experiences7. Deliver tailored, proactive communications8. Measure and continuously improve
USDA: Farm Service Agency
Challenges:
• Improve the constituent experience
• Stem an overwhelming volume of email
• Reduce IT burden
Results:• Initial deployment up and running in
just three days
• Weekly email volume reduced from 3,000 to a mere half-dozen
• Knowledge base content refined to answer 98% of site visitors’ questions
Transportation Security Administration
Challenges:
• London terrorist plot prompted new travel regulations
Results:
• Actionable data, TSA updated their site immediately with new answers based on constituent feedback
• Over 300,000 answers viewed in the first 10 hours
• First line of defense, 700,000 answers viewed the next day, over 2.3 Million to date
• Constituents dynamically receive updated answers
© 2007 RightNow Technologies, Inc.
Questions & Answers