Constituent Response Management, For US Public Sector

1. Copyright © Capgemini 2016. All Rights Reserved
Capgemini at Dreamforce 2016
Constituent Response Management
For US Public Sector

2. Index_
• Constituent Response Management
• Challenge
• Solution
• Benefits
• Why Capgemini
2

3. Copyright © Capgemini 2016. All Rights Reserved
Capgemini at Dreamforce 2016
How best can Federal, State and Local government agencies rapidly respond and support its citizens in a highly dynamic
society? Service is at the heart of every agency’s brand. Providing good service leads to improved citizen satisfaction
for government entities of all sizes. However, providing expert services, at a large scale, implies technical and
organizational challenges.
To give citizens the all-channel experience they desire, governments must address:
Constituent Response Management_
3
• Proliferation of channels and devices
• Migration to digital
• The demand to be agile and flexible
• Rising expectations
• Treating citizens as individuals, not transactions
• Optimizing costs

4. The Challenge
 Need to predict citizen demand for
information and services
 Need to respond to critical situations in
hours or weeks instead of months
 Need to communicate with citizens via all
channels – meet them where they’re at
on social media, email, phone, video, and
text.
National disasters
Drug interactions
CRM/e-commerce

5. The Solution_
Omni-Channel Experience
 Predictive ability to anticipate a surge in
requests for government services.
 Ability to open up additional phone lines or
open a call center to meet the needs,
depending upon the situation with Capgemini’s
Odigo omni-channel solution.
 Paired with Salesforce Service Cloud, you will
be empowered with SOS – Service as a
Service; it’s the ability to provide exceptional
services across all channels. That’s true omni-
channel service.

6. Copyright © Capgemini 2016. All Rights Reserved
Capgemini at Dreamforce 2016
Trend Analysis of Social Media
Tools to alert you to
trends from influencers
and constituents

7. Copyright © Capgemini 2016. All Rights Reserved
Capgemini at Dreamforce 2016
Agency’s Rapid Response
Agency creates first
articles and gets
team started

8. Copyright © Capgemini 2016. All Rights Reserved
Capgemini at Dreamforce 2016
Agency Stands up Scalable Solution
Agency builds
FAQ / knowledge
center
and adds
additional call
center agents,
enabling 50
additional seats
for Odigo

9. Copyright © Capgemini 2016. All Rights Reserved
Capgemini at Dreamforce 2016
What is Odigo?
Odigo is a cloud contact center platform. It distributes customer interactions to the right parties within the
organisation supporting the most relevant omni-channel customer service & service desk strategies for the business.
CREATING CONVERSATIONS
+3B Interactions per year
+5M Calls per day
+1M SMS per day
+400,000 declared agents
10 Datacenters
17 countries
Next Best Action/Agent

10. The Benefits_
Create strong and unique links with your constituents_
Government agencies can use products like Salesforce Service Cloud and Capgemini’s
Odigo omni-channel solution to create an extended service oriented response to any
changes or emergency you may face. Benefits include:
• Addressing information collection from virtually any medium,
• Ability to qualify the appropriate responses to the information or
request,
• Routing the citizen to most appropriate resources,
• Offering a 360 degree vision on a changing world, and
• Engaging in a meaningful way to help support the citizen, often
during trying times.

11. Proven solution accelerates event
response and time to value_
 Without a strategic approach to constituent
response management, it can mean higher costs,
inefficiencies, delays, and decreased morale and
confidence among agency workers and citizens.
 Recognized by Analysts as a Leader for CCaaS
(Contact Center as a Service) in 2015, Odigo is a
multichannel platform that supports front-office and
back-office communications.
 Clients include DHL, State of Georgia, France’s La
Poste, Samsung, Toyota, and HSBC

12. Contact_
Why Capgemini_
• Global Strategic Consulting partner with Salesforce and
winner of Salesforce’s 2015 Partner Innovation Award
• Winner of the GSA Salesforce Implementation, Integration,
and Support Services (SIISS) Blanket Purchase Agreement
(BPA)
• Proven Public Sector domain expertise in public sector and
emergency communications
• Rapid Design & Visualization framework featuring User
Centered Design methods and Visualforce for Change &
Enhance Management
• Utilization of Salesforce Accelerators to speed delivery, lower
costs and reduce risk of the migration
James Hutcherson
Salesforce Architect | Public Sector
Mobile: (440) 725 -2049
E-mail: jim.hutcherson@capgemini-gs.com
Brian Murphy
Principal | Public Sector
Mobile: (410) 456-4635
E-mail: brian.murphy@capgemini-gs.com

13. The information contained in this presentation is proprietary. © 2016 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.
www.capgemini.com
About Capgemini
With more than 180,000 people in over 40 countries, Capgemini is one of the world's
foremost providers of consulting, technology and outsourcing services. The Group
reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini
creates and delivers business, technology and digital solutions that fit their needs,
enabling them to achieve innovation and competitiveness. A deeply multicultural
organization, Capgemini has developed its own way of working, the Collaborative
Business Experience™, and draws on Rightshore®, its worldwide delivery model.