Evolution of the Business Office: Oregon

October 19, 1987…

New Programs

New Legislation

New Environment

New People

New Expectations

Nearly 27 Years Later…

Some Change is Constant

Commercial Registry v. Business Services

Public vs. Private dynamic

Truth is extraneous

The Customer is Responsible

“More with less and faster”

Technology is the key

New Paradigm!

Then Now

Protect the Public (Regulation-centric)

Gatekeeper

A place businesses have to go to

Help Businesses Succeed

(Customer-centric)

Enabler

A place businesses want to go to

Workforce is shrinking. Knowledge is retiring. Demands are changing. Change is faster.

.Getting ahead of the curve

Reacting to demands tomorrow will be too late.

We have to prepare NOW.

New Services oSmall Business Assistance o License DirectoryoMaking ConnectionsoMore Free Info

New Focuso Web serviceso Assistance, not production

Oregon Re-Alignment

Cross-trainedNew trainingNew Focus:Production workers

Staff

Problem solvers

HomeCall Center/Counter• Rotating Workstations• Job carts?• Hoteling?• Single sign-on?

Really home?

Environment

Browser-based Back OfficeCloud Services Data analyticsDocument Management SystemCustomer Relationship Management

SystemKnowledge Management System

Technologies

Applications Social media Legacy storage Certificates Statistics

Everything Else

In 5-10 yrs. Partner, not barrier Information ‘R Us New toolsNew Goal: Enable Business Success Through

Information – Public AND Private

The Next Generation