sap İle dİjİtal kamu & vatandaŞ etkİleŞİmİ - sap

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SAP FORUM ANKARADijital Ekonomi Çağı• Dijital Türkiye • Dijital Vatandaş

Dijital Vatandaş-Kamu Etkileşim PlatformuSAP Hybris

Emre UltavSAP Türkiye

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“2018 yılı itibarı ile sektöründe lider ilk 20 firmanın 1/3’ü dijital iş modellerine adapte olamamaları sebebi ile kaybolacaklar”Frank GensChief Analyst, IDC

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Dijital EkonomiTüketici EkonomisiEndüstriyel Ekonomi

1900 1950 2000

Talepler EtkileşimÜrünler

Nereden Nereye!!

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Nasıl?

1.55 MILYARFACEBOOK KULLANICISI

1.19 MILYAR AKILLI TELEFON

400 MILYON LINKEDIN KULLANICISI

Mobil Uygulamalara destek verebiliyor17% Sosyal Medya stratejisi

yok 76,3% Sosyal Medya’dan erişilemiyor.56,6%

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Yeni Nesil Vatandaş Profili

Tercihler: On-line, Self-Servis, Mobil

Sadelik

İleri Dönük/Tahminsel Gerçek Zamanlı

Sosyal Medya Etkileşimli

Ait olan ve katkıda bulunan

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Yükselen Beklentiler

Kamu

Yavaş, karmaşık, bürokratik

Özel Sektör

Hızlı, uygun, kullanımı kolay, şeffaf

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Özel Sektör – Kamu Servis Memnuniyeti

1 Scores Include both users and non-users of each service SOURCE: McKinsey CSS Database (November 2013)

E-commerce site

Favorite retailer

Primary bank or credit union

Primary physician

Credit card company

Car insurance

State parks

Airline

Electric company

Cultural facilities / activities

Mobile phone

Sporting licenses

Public safety

Environmental protection

Cable or Satellite TV

Higher Education

Professional licenses

DMV

Taxes

Public transportation

Business regulation

State-run healthcare facilities

K-12 Education

Medicaid services

Small business assistance

Job programs

Unemployment benefits

Food stamps

Public housing and assistance

78

76

75

72

68

67

66

57

55

54

53

50

50

47

37

35

35

34

30

25

19

16

16

9

5

2

1

-9

-13

Private-sector services

Public-sector services

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Kamu ve Dijital Ekonomi

“Vatandaş beklentisi (37%) ve bütçe/maliyet baskısı (38%) dijital transformasyonu mecbur kılarken kamu kurumlarının 82%’si vatandaş deneyimini iyileştirmek amacıyla dijital transformasyon projeleri gerçekleştiriyorlar.

Etkin Bütçe Yönetimi ŞeffaflıkDaha İyi Hizmet

Source: Deloitte University Press, Exploring digital transformation in government, Oct. 2015

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Servis Maliyetlerini Düşürmek

Servis Maliyetleri

Yüz yüze

£10.53

Telefon

£3.39

Online

£0.08Kamu

Hizmetleri

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Vadandaş Deneyimini İyileştirmek

«Kamu sektörü dijitalleşme yolunda özel sektör tecrübe ve örnek uygulamalarından faydalanıyor olmalı!!Source - IDC FutureScape: Worldwide Government 2015 Predictions

68%

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Zorluklar

Kanal

Süreç

Veri

© 2016 SAP AG or an SAP affiliate company. All rights reserved. 12Source 1: “The Contextual Marketing Imperative”, Forrester Oct 2015

11 «silo» kanal

15 farklı sistem veri tutuyor

Bilgi Sistemleri Altyapısında Neler Değişmeli?

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ESKİ UYGULAMALAR, ENTEGRASYON, VERİ

ADACIKLARICRM. ERP. TRM. WEB

CMS. PCM. MOBILE. SERVICE. MARKETING.

OMS. AGENCIES. CONTACT CENTERS.

ETC.

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SAP HYBRIS ÇEKİRDEK SAP HYBRIS

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SAP HYBRIS KAMU-VATANDAŞ DİJİTAL ETKİLEŞİM PLATFORMU

Tek Vadandaş, Tek Platform, Kanal Bağımız Tüm Servisler

Kontrat Bazlı Çalışanlar

Vadandaşlar Kamu Personeli

Servis Sağlayıcılar ŞirketlerÖğrenciler Turistler

Sosyal Medya & Web 2.0

Web Ajans Phone & Fax

Sosyal Servislerr Bağış Veri HavuzlarıVergi/Gelir ERP / CRM Lokal OrganizasyonlarÖzel Uygulamalar

eMail & Mail Mobil Vatandaş İlişkileri & Chat

Öğrenci İşleri

İşbirliğiAra Bilgi Havuzu İçerik TalepSipariş /Öde Sorgula ŞikayetBaşvur(kaydol

Self-Servis

Haberler Etkinlik

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Hizmet. Vatandaş. Talep. Bilgi.

Single view of citizensSingle view of account information

Single view of tax filings & ApplicationsSingle view of status

Single view of requests and servicesSingle view of costsSingle view of refunds

Single Source of Truth

Single Source of Truth

ERP TRM CRM Home Grown

Data Pools

Web Mobile Call Center Social SearchAgency

@

Self-Service eMailPrint

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Vatandaş Memnuniyeti

59% -> 86%

10 yılda, £1.6 Milyar kazanım beklentisi, £250 million şu anda gerçekleşen

86% £1.6 Billion

WORKFORCE DEVELOPMENT AGENCY, SINGAPORE

� SAP Hybris ile Online Self Servis Platform

� Kurs ve Seminerler

� Talebe Göre ve Kişiselleştirilmiş

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Teşekkürler

İletişim Bilgileri:

Emre UltavMüşteri İlişkileri Yönetimi ve E-Ticaret Çözümleri532 411 63 09