City of Los Angeles Improves Customer Satisfaction with Self-Service Portal

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.1

City of Los Angeles Improves Customer Satisfaction with Self-Service PortalMatt Lampe, CIO, Los Angeles Department of Water & Power

Sachin Agarwal, Sr. Director of Product Management, Oracle WebCenter

Insert Picture Here


Agenda

Portal: Business Drivers and Market Trends

Oracle WebCenter Portal Overview

Los Angeles Department of Water & Power Self-

Service Portal

Summary


Portal: Business Drivers and Market Trends

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Typical cost per Help Desk call is $3-10 per ‘contact’

“Labor for Help Desk

costs accounts for

75%

(or more)

“


Self-Service

BANKING

IN-STORE P.O.S. KIOSKS

CUSTOMIZEDTECH

SUPPORTON MY TERMS24 x 7 x 365

MOBILE

IT’S ALL ABOUT

ME!

EMPLOYEE BENEFITS


Business Drivers for Self-Service Portals

Empower Your Users

• Access to more services and applications online

• User experience for business processes

• Single destination for users

Drive Efficiency

• Provide business stakeholders ability to customize and modify online properties

• Provide IT a unified platform to deliver information and applications

Quick & Easy, Anytime Access for Customers, Partners & Employees


Trends Impacting Portals & CompositesEvolving User Expectations

PersonalizedEmpowered

Social

Context Aware Mobile

Tablets


Trends Impacting Portals & CompositesEvolving Development Tools & Expectations

Converging Sites, Commerce & Web Applications

Gadgets

HTML 5, JSONREST, etc.

Web Oriented Architectures

Intelligent Device Support

Rapid Development


Oracle WebCenter Portal Overview


Oracle WebCenter

Oracle WebCenter is the engagement platform powering exceptional experiences for employees, partners and customers. Drive sales and loyalty with engaging cross-channel

online experiences Provide a single point of access with self-service

portals and application dashboards Enhance productivity with social collaboration Ensure timely, relevant and accurate information with

enterprise content management

Engage Your Customers. Empower Your Business.


Provide a single point of access with self-service portals Modernize and simplify the user experience Aggregate useful information for efficiency Extend to customers and partners Up-sell/cross-sell more products/services Provide a means to collaborate,

communicate and discover

Oracle WebCenter Portal


Provide a single point of access with application dashboards

Easily assemble new custom application dashboards using a prebuilt library of reusable components

Streamline and secure access to multiple enterprise applications

Personalize view of information and integrate social tools

Insert Chart Here


Navigation

Documents

Social

Business Intelligence

Transactions

Search


Los Angeles Department of Water & Power Self-Service Portal


Los Angeles Department of Water & Power

Established over 100 years ago Over 9,000 employees Largest public utility company in the United States Delivers reliable, safe water and electricity to 3.8 million residents

and businesses in Los Angeles Serves 666,000 water customers and 1.4 million electric

customers

Company Overview


Insert Chart Here

Business Objectives

Single site for various users Secure, managed by Oracle

Identity Management Collaboration space for

group work Access Portal to

applications & workflows Simple for posting Capable of receiving

feedback at author's option


Insert Chart Here

Business Challenges

Information silos – not fully integrated

Limited service channels – inconsistent customer experience

Narrow operational visibility


Insert Chart Here

Target Solution

Customer Self-Service Portal integrated with Siebel, CIS & Legacy applications

Built on Oracle WebCenter Portal & Oracle WebCenter Content

Other Oracle Products: Identity Management, OAM, OVD, Database


Insert Chart Here

Target Solution

Multi-channel access

Desktop, Mobile, Tablet

Customer-focused design


Los Angeles Department of Water & Power

State of the art Portal platform True customer self-service

– My Account, payments, rebate processing

Application and content management integration Multi-channel access, including mobile devices Already using Oracle technologies Broaden the population of authors to keep content fresh

Benefits


Summary



INTEGRATED

REUSABLE COMPONENTS

CUSTOMIZED

MASHUPS

CONTENT MANAGEMENT

ORACLE APPLICATIONS

ORACLE BPM

CONTEXT SOCIAL & PERSONALIZATION

BUSINESS USER & IT


ORACLEWebCenter

The Center of Engagement


Join the WebCenter Community!

Oracle WebCenter blog:http://blogs.oracle.com/webcenter

Oracle WebCenter Homepage:http://oracle.com/webcenter

Oracle WebCenter Newsletter:http://oracle.com/newsletters

Twitter: http://twitter.com/oraclewebcenter

Facebook: http://facebook.com/webcenter

LinkedIn: http://linkd.in/ORCL_Social

Are You Part of the Latest Conversations?

Over325,000

CommunityMembers

City of Los Angeles Improves Customer Satisfaction with Self-Service Portal

Technology

Transcript of City of Los Angeles Improves Customer Satisfaction with Self-Service Portal