{"id":779,"date":"2014-08-15T12:43:24","date_gmt":"2014-08-15T12:43:24","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-08-15T12:43:24","modified_gmt":"2014-08-15T12:43:24","slug":"public-sector-agencies-can-benefit-from-oracle-service-cloud","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/public-sector-agencies-can-benefit-from-oracle-service-cloud\/","title":{"rendered":"Public Sector Agencies Can Benefit From Oracle Service Cloud"},"content":{"rendered":"
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I\u2019m sure that at one time or another, we\u2019ve all played \u201ctelephone,\u201d whether we meant to or not. \u201cTelephone\u201d is a game in which one person tells another something, and that person tells another, and so on. After several people have done this, you compare the final message with what the original person said to see how close it is.<\/p>\n

A form of this still exists today. According to Oracle, there are growing inconsistencies between the information provided on the Web, what call center representatives tell members of the public, and what agencies publish in documents and communicate in email messages. The more sources of information there are, the more varied the answers become.<\/p>\n

It appears that information specialists are spending a great deal more of their time on editorial tasks, such as synchronizing content delivered through call centers, the Internet, and email. Unfortunately, this leaves very few resources available for developing new information that addresses constituents\u2019 concerns.<\/p>\n

Oracle believes it has created a better approach by building a constituent-facing contact center organized around a shared knowledge base. In this regard, all information would be uniform and consistent. Oracle believes it is essential to develop the content once, manage it systematically, and distribute it across the various channels used for constituent communications.<\/p>\n

The solution Oracle has developed is Oracle RightNow, its cloud service. By unifying Internet, social media, and call center experiences and providing a cloud-based solution, a company can achieve consistent, cross-channel solutions. This, in turn, enables a government agency to better serve its constituents, reduce costs, and improve effectiveness. Oracle Service Cloud provides a single source for all information an agency distributes, which is stored centrally and indexed by a predefined set of keywords.<\/p>\n

This is an ongoing process. The way in which information from the shared knowledge base is used and accessed is constantly monitored. This means that the agency's information specialists can make adjustments and updates all at once. Once the changes are made, they are distributed across all channels, including mobile devices, and all information remains consistent.<\/p>\n

We live in a world where just about everyone is always connected, whether through a mobile device or while sitting at a desk using a computer. Companies are allowing employees to bring their own devices (BYOD), so this group is accessing information from various locations throughout the day on a variety of devices. Everyone has access to information via the Internet, which must remain accurate and consistent.<\/p>\n

The following are three examples of public agencies that deployed Oracle Service Cloud to meet their expectations;<\/p>\n

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  1. The Illinois Department of Revenue is able to answer hundreds of common questions online 24 hours a day and has reduced its email volume by 83 percent. The system paid for itself within six months. <\/li>\n<\/ol>\n
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    1. The U.S. Air Force raised its constituent satisfaction levels from \u201cpoor\u201d to \u201cvery good\u201d:<\/li>\n<\/ol>\n