Social CRM becomes reality during presentation delivered by Microsoft & Neighborhood America at Convergence 2009: 'Gov 2.0 - Citizen Engagement and Social Networking in the Public Sector'

2. CRM20
Amir Capriles
U.S. Public Sector Dynamics
Strategic Alliances Manager
Microsoft Corporation

3. Executive order #3
Government should be transparent: Transparency promotes accountability and
provides information for citizens about what their Government is doing; information
maintained by the Federal Government is a national asset
Executive departments and agencies should harness new technologies
to put information about their operations and decisions online and readily
available to the public
Executive departments and Agencies should also solicit public feedback to identify
information of greatest use to the public
Government should be participatory; public engagement enhances the
Government's effectiveness and improves the quality of its decisions
Executive departments and agencies should also solicit public input on how we
can increase and improve opportunities for public participation in Government…
President Obama Executive Order and Memorandum, January 27th, 2009

4. The American Recovery and Reinvestment Act of 2009
The American Recovery and Reinvestment Act of 2009 requires an extraordinary level of
quot;transparencyquot; on the part of federal, state and local agencies; it also requires ongoing
certification of meeting Act requirements for transparency and interagency coordination by
the Governor and local elected officials
Title XV embodies the transparency requirements; section 1511 requires that all local and
state governments receiving funding for infrastructure investment, must certify: quot;..that the
infrastructure investment has received the full review and vetting required by law and that
the chief executive accepts responsibility that the infrastructure investment is an
appropriate use of taxpayer dollars... the certification shall be posted on a website and
linked to a website established by section 1526...quot;
The Act's intent to create transparency at all levels of government is extraordinary
Q. But how do State and local government agencies satisfy
Act requirements and drive eligibility for Act funds?

5. David Bankston
CTO
Neighborhood America

7. Legislative Officials
Citizen Profile Project Managers
(Live ID)
City Manager

8. 2 pieces of Puzzle

9. Q. How many public sector
customers are using
Dynamics CRM behind
firewall with reps entering
most of the data?
What if you could connect
your Enterprise Social
Network to Dynamics CRM
and allow for direct
Citizen input?

11. Project Rail Loop – 22 mile light rail construction
Community full project review and vetting
Community questionnaire
outreach campaigns
Idea generation and capture
Collection of community documents,
images, photos
Establish a record of public participation
Create summary of recommendations
report to steering committee

12. Gov to Citizen Outreach
Light Rail Project portal

13. Enables real time citizen public comment
and feedback
Includes complete reporting toolset for
actionable analysis
Provides central location for single “citizen
profile” management
Open API for 3rd party integration with
SharePoint and other analytical tools
Leverage existing
Dynamics CRM Investment

14. 2 pieces of Puzzle

15. Public Sector customer track record
Targeted social network offerings for Public Sector
events, rules, legislation, issues and projects
Published case studies /documentation of
real world public sector scenarios
Public Comment capture and Administrative tools
Complete social feature functionality toolset

17. Microsoft .NET-based platform for
enterprise acceptance
SAAS – Software as a Service (cloud computing)
Complete Restful API based social feature
functionality toolset
Tight integration with Dynamics CRM
and SharePoint
Service-oriented Architecture (SOA)
for easy integration

18. We are practicing what we teach

20. David Bankston
CTO
Neighborhood America

21. Enables real time citizen public comment
Complete reporting toolset
for actionable analysis
Central location for single
“citizen profile” management
Open API for integration with external
social web portals
Leverage existing Dynamics Investment

22. Go to www.publicsectorondemand.com
Launches March 27th

23. Text “Gov2” to 247365
Copies of Presentation Slides
Gov 2.0 How-To White Paper
Request more information
Amir Capriles David Bankston
Microsoft Corporation Neighborhood America, Inc
Amir.Capriles@microsoft.com david@neighborhoodamerica.com
© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market
conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

24. Your feedback is important!
Two ways to access online evaluation forms
CommNet and evaluation stations located throughout
the New Orleans Morial Convention Center
From any wired or wireless connection
to www.msconvergence.com/home.aspx
Be eligible to win great daily prizes and the
grand prize – a $5,000 Travel Voucher!
For more information please refer to your Conference Guide
Note: For every attendee who completes an evaluation, Convergence will donate
$1 to the Boys & Girls Club of Southeast Louisiana

25. © 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market
conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

26. Ideas are
rated and
ranked by
community
members. Have an idea for a
new solution or
an improvement
to an existing
Search the entire
solution? Submit
Idea Bank for
it!
public sector
solutions that
match your needs
and interest – and
then contribute! Hot ideas
showcase ideas
that are
generating a lot
of buzz and
interaction!
Browse the
Solutions Catalog
Best ideas
highlights ideas
from the
community that
Partner solutions
are rated highly
are spotlighted
by others
on the Home
Page, with easy
access to
additional
featured public
sector solutions

27. Ideas and
Each solution solutions can be
includes a easily shared
detailed across social
description and networks and
can be tagged with colleagues
and categorized
in the
community
Each solution
can have many
Ideas for the
ideas associated
solution can be
with it – from
easily added
the partner or
from community
members

28. Ideas are
submitted by
partners or by
Ideas and
community
solutions can be
members
easily shared
across social
Each idea has a networks and
clear with colleagues
rank, influenced
by the
community
Ideas and
solutions
support
Easily promote video, image
ideas that you and document
like – and attachments –
disagree with and much more!
the ones that
you don’t