Government 2.0 forConstituents and Businesses

The decisions our national, state or provincial, and local government leaders make today in response to COVID-19 have the potential to impact the future of every human on this planet. Their response in the early days of the outbreak, how quickly they acted to neutralize the spread, and the measures they took to continue operating and help recovery, will determine how their story will be told in history books.

The trend towards digitization of government has been steadily progressing over the past few years. However, the current COVID-19 crisis has introduced several unique challenges that governments suddenly have to negotiate. These new challenges are accelerating the need to digitize government so it can continue functioning at a time when citizens and businesses need more support and services than ever.

In response to these dynamics, Oracle has developed solutions to help government agencies better manage the situation through a combination of intelligent self-service automation, remote work orchestration, smart knowledge creation and sharing, and guided assistants to help workers function effectively.

The solutions can be delivered very quickly to assist with the pandemic crisis, and are delivered on Oracle’s secure Cloud platform with thebest-in-class security, compliance, and performance guarantees to help you protect sensitive citizen and government information.

Shelter in Place orders make it difficult for government to continue operations

Citizen expectations for real-time information at all levels of government have greatly increased

Citizens cannot keep pace with changing information, guidance and updates to official documents, and are looking for personalized, immediate advice — without needing to wait in a lengthy call center queue

Emergency Operations Center coordination and communication is hard to manage remotely

Routine office work is difficult to execute and track

Customer requests for service are difficult to receive, prioritize and track

It is hard to handle sudden huge spikes in work escalations

Traditional technology tools, e.g. email and teleconference calls, aren’t adequate

2020 will always be remembered as the year a global pandemic changed our lives in an unprecedented way.

Today’s digital citizens continue to push government agencies to make services available online. During emergency situations, this need for digital engagement is more important than ever. In times of uncertainty, citizens look to public institutions for guidance. Governments, responsible for keeping citizens current and informed at all times, need an effective way to manage more frequent communication and share knowledge quickly. In times of crisis, as call volumes peak and support inquiries surge, governments must turn to digital channels to respond to their constituents and proactively support their communities — and the digital channels must be launched and updated at record pace.

Oracle Digital Response for Constituents simplifies government communication with a solution that citizens can rely on to get instant, personalized advice that is up-to-date and consistent. Easy to administer and quick to deploy, Oracle’s solution eases the burden on government employees by redirecting constituents to intelligent self-service portals for complex issues, while enabling delivery of government services and guidance 24x7 via a multitude of digital channels. By rapidly responding to citizens’ needs, governments can build trust and deliver the assurances their communities need most in times of crisis.

How do you answer all of your citizens during an emergency?

Digital Response for ConstituentsSmarter Self-Service

Intelligent advisor

Keep citizens current

Smart self-service advice Reduce workloads

Citizen portal

Deploy self-service Q&A sessions on the web and through chat for self-service by constituents, delivering highly personalized advice, and driven by sophisticated declarative models of complex regulations andpolicy documentation

Upload, create and publish content acrossa variety of channels at once in oneeasy-to-use environment

Deflect contact center inquiries andempower citizens to self-serve for simpleand complex requests

Provide relevant knowledge and intelligent advice, tailored for each constituent via preferred channels

Deliver a custom-branded, citizen-facing customer portal for all external content consumption – no coding required

Learn more about driving smarterself-service with Oracle Digital Response

Am I at risk? Should I see adoctor? Am I eligible for a test?

What does the stay-at-home order mean?

How will my school be affected?

Will trash pickup still be on Tuesday?

GovernmentService Continuity

Large and small government entities are challenged to function efficiently as more employees work remotely. To do so, it’s becoming increasingly important to break down silos across various departments within the organization. Rising to this challenge requires new collaboration tools that enable prioritization, assignment, tracking, and execution of different workstreams.

Oracle CX enables employees to function virtually using simple yet powerful service request, workflow, knowledge management, and intelligent advisor solutions.

Virtual City Hall

Managing workflows to serve citizens

Learn more about how Oracle canhelp with Government Service Continuity

Prioritization of critical service needs inthe community

Assignment and scheduling of service tasks

Track service completionthroughout the organization

Close out completed workflow tasks, including payments outstanding

Report generation

Tailored assistanceOrganization-wide scalability

End-to-end solution Collaboration enablement

Rapid deployment

Track work completed and capture institutional knowledge, identifying trends, patterns, and next steps

Collaborate with Oracle Consulting Services or hundreds of global partners to support solution delivery, ongoing enhancements, and custom needs

Easily onboard new hires or reassign existing employees to new tasks

Facilitate effective remote access for all employees across the organization

Service request and case management capabilities, with start to finishworkflow routing

Standard out-of-the-box workflows for common services, with the flexibility to modify without advanced coding capabilities

In times of crisis, government agencies develop specialized recovery programs to support citizens and businesses, whether that entails rebuilding infrastructure after a natural disaster, providing tax relief or business loans and other forms of economic assistance, or deploying social services, among other measures. When these programs are implemented, government agencies need to help their constituents quickly navigate such recovery programs — and governments also need to stay attuned to changing conditions and ensure that they meet their recovery goals. Traditional call centers are often overwhelmed by high call volumes, and government employees need to process countless applications to determine eligibility. In a high pressure environment, it is important to check every payment before it is made in order to prevent fraud and abuse.

Oracle Agile Recovery supports crisis recovery programs and processes end-to-end. Real-time, personalized advice across channels (including web, mobile, chat, among others) helps constituents understand what support and benefits are available to them. Sophisticated applicant data verification helps to determine eligibility, calculate payments, and eliminate fraud and error. Outcome analysis ensures initiatives are meeting intended goals, while case management assures unique long-term cases are managed effectively. By deploying these programs at scale, governments can assure constituents will receive what they need to recover.

How can you effectivelydeploy recovery programs?

AgileRecoveryEnd-to-End Assistance for Constituents and Businesses

Contact Oracle for helpsupporting your recovery programs

Do constituents understand what programs they are

eligible for, and howto apply?

How can I accurately determine eligibility and benefit

amounts for constituentsand businesses?

Are recovery programsefficiently achieving

set goals?

How are unique long-termcases tracked over time?

Scaled communications

Robust eligibility modelingand determinationsSmarter self-service

Outcome analysis Compliance management

Long-term case tracking

Perform targeted outreach and educate citizens about the programs which are relevant to them

Understand who is eligible for which programs, understand the economic impact of each, and use declarative modeling of complex eligibility rules and rate calculations to automate determinations

Empower constituents with personalized guidance in real-time and across channels, and offering online applications for benefitsand services

Eliminate error and fraud in program executionMeasure program impact, ensuring desired outcomes are met

Manage nuanced, long-term cases, preventing them from falling through the cracks

From Rapid Response toGovernment Transformation

Empowering government for the future aheadbegins by helping constituents navigate difficult circumstancesby providing the services they need in the moments that matter

More than four decades ofcommitment to Public Sector

Four days to transition from physical contact center to virtual operations in response to COVID-19 crisis

Up to 30 updates per day published to city portal for residents and visitors

Implemented Coronavirus hotline and trained over 4,300 stateemployees in 5 days

Up to 10,000 inquiries per day with over 90% resolution

Most complete support for end toend Public Sector business flows

Deploy rapidly with industry’s bestperformance, security, and scalability

Omnichannelcitizen engagement channels: phone, web, chat

Citizen web portal for guided information delivery, self-service, and service ticketsubmission

Intelligent Advisor for guiding workers and citizens through complex issues

Supports text chat, co-browse, video chat natively – no need for 3rd party plug-ins

Mobile accessfor employeesand citizens

Integrate easily with email and othercommon productivity apps (e.g. Slack)

Worker time andexpense reporting and tracking

Work authorization for 3rd partycontractors

A digital framework modernizing government operations and citizen engagement

Transform end to end government processes at your own pace

Results fromReal Customers

Major US City Large US State

Contact your Oracle Sales Representative to learn more about

transforming your government