The Evolution of Cities

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1 Connected Cities

2 The Evolution of Cities Systems of Intelligence Systems of Business Intelligence Mobile Engagement PCs Systems of Record Data Science Social Cloud Mainframe 1960's 1980's TODAY

3 Disruptors Are Driving Citizen Expectations

4 The Connected Citizen is in Control Mobile Connect everything through the phone Data Science Empowered by data Social Share everything Cloud Fastest way to connect people, data, devices The Connected Citizen

5 But Cities are Disconnected From Citizens Citizens Cities There s an app for that There s a form for that

6 Cities Must Close 3 Gaps To Connect with Citizens Expectation Gap Trust Gap Innovation Gap 72% 75% 94% Citizens unsatisfied with government Citizens don t trust government Large IT government Projects fail

7 Closing the Gaps: Expectation, Trust, Innovation Responsive Fast, Easy, 1:1 Transparent Participatory, Collaborative Innovative Data-driven & Modern Engagement Models

8 Become a Connected City Connect with your Citizens in a Whole New Way People Social Programs Smarter Care Education Intelligent Infrastructure Energy Water Transportation Planning & Management Buildings Government Administration Public Safety City Planning and Operations The Connected Citizen Data Science Urban Analytics and Planning Sensors

9 Relationships Relationship Management Mobile workforce Vendor management Recruiting Grants Management Connected City Platform Connect with Citizens in a Whole New Way Fast, Personalized Service Case Management Contact Center 311 Unemployment Services Healthcare Exchange Lightning-Fast Innovation Mobile Apps Contract Governance/Operations Asset Tracking (Logistics) Funds Management Recruiting, Hiring, Onboarding (HR) Proactive, 1:1 Engagement Citizen Outreach and Interaction Emergency Preparedness Plan Health Wellness Outreach Monitor Citizen Sentiment Program Participant Outreach Insights for A Better Government Mayors Dashboard Stat Programs Crime Data Analysis Health and Human Services Effectiveness Homeland Security Fusion Center Collaborative Engagement, Empowerment Internal Agency Employee Engagement and Collaboration Neighborhood Communities Acquisition Management Collaboration

10 311 isn t just a phone number. It s multi-channel customer service. You can call, walk in, log in or tweet to connect to government. For emergencies, you call 911. For everything else, it s 311. Rosetta Lue, Chief Customer Service Officer Use Case: Engagement Center City of Philly Empowers Residents to Make a Change 5 th largest city in the US needed to make government more efficient in response to citizens Log cases anywhere with 311 mobile app Over 1K Police Officers access 311 records Collaboration with citizens and partners through Communities Citizens leverage self-service knowledge +344% Increase in Mobile +116% Increase in Twitter -30% Decrease in Walk-in center

11 We can submit info faster because inspectors can use the SF1 Mobile App wherever and whenever they want. Sophia Hsu, Director of Technology Use Case: Business One Stop NYC New Business Acceleration team helps NYC economy grow Opening a new business in NYC was costly and time consuming. +$16M Streamlined and automated many of the manual processes tax revenue Users can record results in real-time, solution interfaces with legacy systems, and provides mobile field inspections

12 Our new portal gives customers a self-service onestop shop for government transactions online. The Australian, 6 Aug 2013 Use Case: Engagement Center NSW Government Deploys Portal for All Citizen & Business Services Serving over 7 million citizens & 40 million transactions each year Unified front-end point of contact for 92 services that were previously disparate 24/7 access to self-service Knowledge articles & community 99% customer satisfaction 83% faster resolution

13 Salesforce helps us engage with citizens better. Ron Vinson, CMO, Department of Technology San Francisco connects and empowers citizens through social Had a static website and needed the ability to better listen, connect, and increase transparency with citizens Deployed a Social Command Center and built a presence across all social media channels Listens and engages with citizens, analyzing sentiment, demographics & identifying top influencers Produces valuable reports for decision-makers Rapidly responds to adverse events & correct inaccurate information

14 Use Case: Cloud App Dev Big Data Solution for Road Inspections Chiba City leveraging mobile app developed on Salesforce1 Platform Solution captures information on road surface conditions from mobile sensors attached to vehicles (Buses, taxis, and other public transportation) Data captured from mobile app used to determine need for road repairs

15 Thank you

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