sap future of constituent engagement

March, 2017

Paul O’Sullivan, SAP

SAP Future of Constituent Engagement

Customer

2© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

Customer

By 2020, information will be used to reinvent, digitalize, or eliminate 80% of business process and products from a decade earlier.

Source: Forbes, Gartner predicts 3 big data trends for Business Intelligence

“ ”


Customer

Key business drivers for digital transformation


Customer

Government Service Reimagined:

The Citizen Consumer and Simplification

A major channel shift is underway:

Citizens today prefer to engage, interact, collaborate and transact via self-service websites, social

media, mobile apps and devices.

Preferred channels:

On-line, Self-Service

and Mobile

Simplified Services

Predictive

Capabilities

Real-time

Experiences

Social Media Sense of involvement – a

“Voice” - within

the community

DISCOVER

NEED

RESEARCH

RECEIVE

OFFER

BUY

RECEIVE

PROUCT

TERMINATE

SERVICE

RESTART

SERVICE

REFERPEERS

WEB PERSONALIZEDCAMPAIGN

SOCIAL

KNOWLEDGE-BASE

SEARCH

CONTACTCENTER

SELF SERVICE

CONTACTCENTER

CONTACTCENTER

CONTACTCENTER

CHAT

EMAIL

BUSINESS RULES

?

Each constituentchooses their own journey.

COMMUNITY

?

KNOWLEDGE-BASE

ADVISORS

AGENT

AGENT

AGENT

NEW TAX

RULING

TAX

DETAILS

FILE

PROCESS

COMPLAIN

REFILE /

RENEW

AWARENESS

RESEARCH INTERACT

ACTION

ACTION

COLLABORATION

ONLINE FORMS

WORD OFMOUTH

USE

ONLINEFORMSCONTENT

BUSINESS RULES

?

ONLINEFORMS

AUDIT

ONLINE FORMS

BUSINESS RULES

AGENT

AGENT

COMMUNITY

? CASE

Many customersMany journeysInfinite possibilities.


Customer

What is Customer Experience?

Gartner defines customer experience management (CEM) as “the practice of designing and reacting to customer

interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” It is

a strategy that requires process change and many technologies to accomplish.

Forrester defines customer experience as “How customers perceive their interactions with your company.”

According to Forrester, Citizens expect their experiences with government services to be as good as any other service

provider. They demand more governmental transparency, better operational efficiency, and a higher level of service

delivery.”


Customer

According to Gartner, a UXP provides many services

including:

• Content

• Context

• Portal

• Collaboration

• Social

• Mobile

• Search

• Analytics

• Orchestration/composition

• Integration and API services

According to Gartner: … Without a platform approach, a ‘tool de

jour’ approach is frequently used by developers, leading to a

mishmash of one-off tools from a long list of vendors (or open

source), and a maintenance nightmare

According to Forrester you might see some or all of the

following types of solutions in a DX platform:

• Digital asset management systems

• eCommerce solutions

• Email service providers

• Forms

• Mobile analytics

• Mobile app platforms

• Online video platforms

• Self-service portals

• Product information management (PIM) systems

• Recommendation engines

• Site search capabilities

• Social depth platforms

• Testing and optimization tools

• Web analytics

• Web chat tools

• Web content management (WCM) systems

What makes up a Platform?


Customer

Real-time Customer Insight End-to-End Business Process Execution

Harmonized Digital and Physical Experiences

Growth in Happy CustomersEXP(dig+phys)+ΔHC

(CI)t bpE+=

Customer Service – Art or Science?


Customer

Source 1: “The Contextual Marketing

Imperative”, Forrester Oct 2015

Organizations use multiple channels…

…and many separate systems

to engage with and to house

customer data

HOLISTIC APPROACH IS NEEDED

CRM. Tax, Property, Social, ERP, etc.…


Customer

Single view of the Citizen / Customer

HOLISTIC APPROACH IS NEEDED

EXPERIENCE MANAGEMENT

PLATFORM, INTEGRATION, EXTENSIONS, ANALYTICS

CITIZEN SELF-SERVICE

(COMMERCE)

DATA MANAGEMENTCITIZEN/CUSTOMER | CONTENT | SERVICE PRODUCT

MARKETINGSERVICE & CASE

MANAGEMENTBILLING

WEB MOBILE KIOSK/

BRANCH

CONTACT

CENTER

MARKET-

PLACE

IOT SOCIAL SMS/NOTIFICATION

SEARCH

SEO

DIGITAL

CONTENT

EMAIL PRINT

NON SAP SYSTEM,

OTHER LEVELS OF GOVERNMENT

SAP ERP, GRANTOR, SOCIAL SERVICES, TAX &

REVENUE MANAGEMENT

SIMPLIFIED CITIZEN ENGAGEMENT WITH SAP HYBRIS


Customer

Citizen Engagement Accelerator

Extended data model for

public sector. APIs for

sending service requests

to backend systems;

receiving updates from

backend; sending a new

service request from

backend to frontend

(stored in My Account) to

support omnichannel

application processes

Service request forms,

single page, multi-page,

shipping/no-shipping,

payment/no payment,

pick up delivery option,

responsive forms,

document upload and

linked to My Account.

Bill payment framework

and business logic

added to support the

complete bill payment

capability available in a

future release

Reference architecture

and implementation of a

responsive local/city

government citizen

experience meeting

WCAG 2.0 AA

accessibility standards

Citizen account to

maintain profile, save

and track service

requests. Document

management allows

saving of documents

received as a result of a

service request

application (like a birth

certificate). Will support

integration to a DAM.

Enable Public Sector organizations to make it simple for citizens to interact with them regardless of channel or device


Customer

What is the SAP Hybris Value Story in Public Sector?

Reduce high security risk of multiple point solutions

1.We make digital service delivery easier

2.Platform approach reduces cost of services

3.

Quick wins - roll out services fast

4.Enabling rapid response to change service needs

5.No one delivers a better consumer-grade experience

6.


Customer

SAP‘s Modular Suite


Customer

• Massive improvements in

hardware (GPU, multicore)

• Deep Learning algorithms

• Big data

(e.g. business networks,

cloud applications, IoT and

S/4HANA)

• Computers learn from

data without being

explicitly programmed

• Machines can see, read,

listen, understand and

interact

What is Machine Learning? Why now?

Machines can now do things that were not possible before


Customer

Platform

SAP Clea Platform

About the solution:

• SAP aspires to make all its enterprise solutions intelligent and help customers to leverage

their data by incorporating artificial intelligence (AI) and machine learning technology into

enterprise software.

• SAP has created a first wave of intelligent enterprise applications, such as SAP Clea for

Cash Application, SAP Clea for Resume Matching, SAP Clea for Brand Intelligence, and

SAP Clea for Service Ticket Intelligence, in collaboration with co-innovation customers

from various industries.

• The SAP Clea platform powers these applications and will be open for our ecosystem

soon, enabling customers and partners to use the machine learning services in

combination with SAP applications.


Customer

SAP Clea for Service Ticket Intelligence

Towards self-driving customer service centers

SAP Clea for Service Ticket Intelligence enables service organizations to automate the first

level processing of incoming service enquiries, thus improving operation efficiency and

satisfying the customer’s needs.

With Service Ticket Intelligence, you can automatically categorize, assign, and answer

service tickets from various channels such as social media, e-mail, or manually created

tickets, and thus determine its workflow.

Service Ticket Intelligence uses machine learning procedures to create proposals in order

to classify tickets correctly, identify the appropriate processor, and provide a suitable

solution. The machine learning model is created and trained based on historical data of

successfully processed tickets.

Key benefits

• Natural Language Processing and Deep

learning techniques applied to understand

unstructured text and create automation

rules without explicit programming,

simplifying the implementation of automation

rules.

• Suggested solutions help service agents to

answer common enquiries

Availability

• Beta release in Feb 2017 with SAP Hybris

Cloud for Customer

Architecture

• Hosted on SAP Clea machine learning

platform as a business service with

communication via REST APIs

• Integrated with SAP Hybris Cloud for

Customer as the frontend customer service

application

Omni-channel customer

engagement creates

large volumes of

unstructured text data

Data in SAP customer

engagement systems

Improve time to

resolution and

closure rate

Read ticket content,

determine category,

and automatically route

ticket

Provide potential

solutions to agent

Categorize tickets

Suggest solution

Boost customer experience


Customer

Machine Learning

Service Ticket Intelligence

• When customer sends a text

via e-mail or social post,

Machine Learning algorithms

analyze sentiments and

content

• Content groups such as

„complaints“, “service

requests“ „product support“

are identified

• Tickets are automatically

categorized and routed to the

appropriate service team

• Click for Clea Video

• Click for Kore Bot Video

../../Clea/ML_C4Ser.mp4

../../Clea/Facebook Messenger.mp4


Customer

SAP Clea for Cash Application

SAP Clea for Service Ticket Intelligence

SAP Clea for Résumé Matching

Social Media

Customer Service

SAP Clea for Brand Intelligence

Invoice to Record

Intercompany Reconciliation

Receivables

Intelligence

Payables Intelligence

Machine Learning for

Intelligent Services

Career Path

Recommender

Workforce Planning

Recommender

Marketing

Efficiency

From Service to

Sales

Intelligent Self Service Bot

Social Media Signal

Discovery

Customer Retention

Insights

Deal Scoring

Price Optimization

Lead RecommenderSales Assistant

App

Product Master Data

Matching

Intelligent Financing

for Ariba Pay

Intelligent Financing for

Ariba Pay

Guided Discounting

Payment Risk

Predictive

Analytics

Predictive Analytics

Integrator

HCP Predictive

Services

Business

Forecasting

Business

Optimizations

Text Analytics

Predictive

Modelling

Streaming Machine

Learning

Spatial & Graph

Machine Learning

Non-Expert

Machine

Learning

Predictive Lead and

Opportunity Scoring

Predictive

Forecasting

Imaging Intelligence for

Retail Execution

(Smart Store)

Solution Recommender

Self-Service

Conversational Interface

Predictive Machine Maintenance

Dynamic Pricing

Product

Classification

Suggestions

Brand Monitoring

Customer Retention

Insights

Best

Contact

Time

Machine Learning for

Vehicle Insights

IoT Machine

Learning Services

Job Matching

Learning Recommendations

Job Posting Sentiment Analysis

Retention Risk

Analysis

Intelligent Fraud Detection &

Management

Automated Product

Safety

Classifications

Software Security

Analysis

Automatic Creation of a Semantic Hierarchy

Analyze User

Interaction

Demand for Apps and Services keeps growing


Customer

Privacy, Data Sharing and Governance for Big Data

Approved: VB Q3

COMPANY

PHEMI Central is a big data warehouse that lets organizations rapidly collect, curate and

analyze the variety and volume of data throughout the organization. With powerful privacy,

data management, and governance features, the solution unlocks the hundreds of information

silos, economically scales to petabytes, and gives organizations the confidence that only the

right user can see the right information at the right time.

SOLUTION

• Rapidly collect all of your unstructured and structured data in one system and feed curated

data into SAP HANA and SAP Lumira for analysis and visualization

• Curate data, publish a catalog, and let end users-select their own datasets

• Automatically enforce privacy, data sharing , governance and data lifecycle rules with full

audit and version control

• Easily manage many users, many roles, and many datasets

• Deliver a range of enterprise services on the joint PHEMI Central/SAP HANA platform

BUSINESS VALUE

• Lower the cost and effort associated with accessing and managing big data

• Lower overall total cost of ownership by collapsing database silos

• Accelerate time to insight by offering self serve data to end-users

• Protect your organization from data breaches

INDUSTRY

Public Sector

HIGHLIGHTS

Privacy by Design for big data

‘Turn-key’ big data

SAP HANA for in-memory

performance

SAP Lumira for analytics

On-prem or cloud deployment

SAP SFP technical validation

Available on the SAP App Center

SAP ICC Certified

SAP SFP ASSETS

• Video: Demo

• Video: Public Sector Showcase

automatically enforce privacy, data sharing + governance

simplified IT admin = TCO savings

self-serve data =better business decisions, faster

http://www.sapappcenter.com/p/3329

https://vimeo.com/125051806

http://spr.ly/PublicSector_July_Showcase


Customer

A Revolutionary Approach to Online Engagement

SUMMARYHow do you consult with people online within specific geographical boundaries, and prove it? The answer is PlaceSpeak, a pioneering location-based smart city civic engagement platform that provides geo-located feedback to public and private sector organizations, closing the feedback loop between public consultation, and evidence-based decision-making.

SOLUTION • The solution provides targeted online engagement with people within defined geographic

boundaries • Wide range of tools for collecting feedback data including polls, surveys, discussion forums,

interactive mapping, and more• User-friendly and mobile-responsive interface for both participants and organizations• Real-time, spatially segmented visualization of qualitative (text) and quantitative (poll/survey)

feedback data• Notify all existing users in the area every time a new consultation is launched

BUSINESS VALUE• Support critical decision-making with verified, relevant, and defensible feedback data• Decrease the incremental cost of subsequent consultations by accessing an established base of

participants on an ongoing basis• Standardize the online community engagement processes and branding from ad hoc tools and

methods to a single unified platform accessible for all departments• Real-time monitoring of participant activity, ability to act proactively during the online consultation

process

INDUSTRY/LoBPublic Sector[Smart Cities / Civic Tech]

HIGHLIGHTS✓ Award-winning geo-verification

technology for authenticating participants

✓ SAP HANA text analysis integration for real-time, location-based sentiment analysis

✓ Trusted by 100+ jurisdictions and governments

✓ SAP SFP Technical Validation✓ Website: www.placespeak.com

ASSETS✓ Case Studies:

https://www.placespeak.com/casestudies/

✓ Demos: https://www.placespeak.com/hana/demo/maps/ & https://www.placespeak.com/hana/demo/table/

✓ Testimonials: https://www.placespeak.com/about/#testimonials

Targeted engagement

with relevant people Low incremental cost of

reaching participants

Collect defensible data

to support decisions

http://www.placespeak.com/

https://www.placespeak.com/casestudies/

https://www.placespeak.com/hana/demo/maps/

https://www.placespeak.com/hana/demo/table/

https://www.placespeak.com/about/#testimonials


Customer

Making Cities and Communities Smarter, Resilient & Safer

SUMMARY

IPgallery’s holistic solution in the HANA environment allows the city council to operate and

manage the city and its resources efficiently, reduce costs, increase revenues, and to better

serve citizens in day to day routines and during crises situations. In addition, it provides

citizens with one app for multiple services enhancing the citizens’ lifestyle, well-being and

increasing citizens engagement during daily and emergency instances while protecting their

privacy.

SOLUTION

• Converged City Command and Control Center, Services for City Council and Applications

for Citizens, e.g. Transportation, Traffic, Parking, Public Safety, Air Quality, City Resiliency.

• Real-time data processing, analysis, predictive analysis and reporting.

• City Chatbot content is processed for text and sentiment analysis via HANA, then stored in

big data repository for further real-time or on demand analysis and reporting.

• City dashboard for city council provides citizen centric holistic city view

• Personalized user friendly UI, One City App for multiple services

BUSINESS VALUE

• Holistic solution addressing City, Community and Citizens

• Cloud-based modular solution improves efficiency and compliance with great flexibility to

rapidly add services and applications smoothly and easily

• High availability, high scalability and unmatched reliability

• Big data owned and monetized by the city

• Citizen’s privacy protected

INDUSTRY

Public Sector

HIGHLIGHTS

Resilient & Smart Cities

Safe & Smart Communities

Protects Citizen’s Privacy

SAP HANA used as primary

database for fast data processing,

analysis, predictive analysis and

reporting

SAP HANA text and sentiment

analysis

On-prem and/or cloud deployment

B2B, B2B2C

SAP SFP technical validation

Website: www.ipgallery.com

ASSETS

• Demo: Operations center

• Demo: Use case

Increased

efficienciesImproved

operations

Reduces costs and

creates new revenue

streams

http://www.ipgallery.com/

https://ipgallery-mcz.com/app/main/control.html

https://drive.google.com/file/d/0B5DR7L-vkF6VemQ2NWRSU0k3TjQ/view?usp=sharing

Thank you.

Contact information:

Paul O’Sullivan

Solutions Expert

Mobile: +16104570441

[email protected]

mailto:[email protected]

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