2016 Adobe Digital Government Assembly

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Digital Workflows for Deeper Citizen Engagement
Lisa Croft & Nirmal Ganesh

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Digital Has Never Been Easier . . . Or More Difficult
Explosion of touchpoints
and rising expectations
Flood of information from
devices, servers and the
cloud
Organizations racing to
reinvent themselves
THE CONNECTED
CITIZEN

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What Makes a Great Experience?

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Considerations
5
25%
US Mobile users never or
infrequently use desktop,
laptop, or tablet to access
the web2
In-person service delivery
is 50X
more expensive than
digital1
30%
Workers’ time could be
freed for higher-value
activities with an
automated system that
generates and routes
documents for signing
or approvals, tracks
status, and archives3
1 UK Government Cabinet Office: Digital Efficiency Report November 2012
2 mobiForge On Device Research
3 IDC Report 2015 – Addressing the Document Disconnect: Hidden Opportunity, Big
Payoff

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MeasureRespondProcessFillFind
Streamline Digital Experiences
AEM Forms
Adobe Sign
Add signing to any
document process
Unified form and signing experience across the customer
journey

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Digital enrollment: Citizen self-service
Sarah
Citizen
Gloria
Specialist
Charlene
Program Manager
Conrad
Field Inspector
Gloria
Specialist
Find
application
Fill & sign
application
Evaluate
application
Visit citizen
in person
Create eligibility
determination letter
Evaluate & optimize
program success
MeasureRespondVisitProcessFillFind
Streamline citizen experiences, improve accessibility and turnaround
times

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Demo

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Find
Citizen Self Service
Employee Self Service
This is Sarah. Sarah wants to
find out if she is eligible for child
Support Services

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Find
Citizen Self Service
Employee Self Service

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Find
Forms Portal integrates with
websites and mobile sites to
help citizens easily find the
right forms
Citizen Self Service
Employee Self Service

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Fill
Once Sarah finds she is eligible,
she starts to fill the application
form
Citizen Self Service
Employee Self Service

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Fill
Citizen Self Service
Employee Self Service

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Fill
‘Save as Draft Option’ delivers
connected and seamless
experience for complex forms by
providing option to continue via
Forms Portal or email
Citizen Self Service
Employee Self Service

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Find
Adaptive Forms detects user
device and dynamically
displays the right form and can
also be designed for
accessibility
Citizen Self Service
Employee Self Service

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Fill
Found the right forms AEM makes
easy for any one to fill them out even
on Tables and Smartphones
Scan and upload feature, UI
controls and Form Field
Validations – help eliminate
errors and keystrokes
Citizen Self Service
Employee Self Service

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Fill
Prefills information, connects
with Payment Gateways and also
provides an option to eSign the
Form
Citizen Self Service
Employee Self Service

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Fill &
Sign
Electronically sign the form
using Adobe eSign Services
which provides a secure, legal,
compliant eSignature with audit
trail and is built right into the
form and requires no extra
software
Citizen Self Service
Employee Self Service

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Fill
Automatic Workflows for
Processing and generates
Document of Record
Citizen Self Service
Employee Self Service

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Process
Gloria, our application specialist
evaluates submitted applications
Citizen Self Service
Employee Self Service

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Process
The form is automatically routed
to the worker responsible using
workflows and assigned to their
task list with a copy of the
submitted form
Citizen Self Service
Employee Self Service

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Process
Gloria decides she needs
additional information from Sarah
to process her application
Citizen Self Service
Employee Self Service

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Respond
Correspondence Management is
used to generate customized
personal and business
correspondence and can output
to multiple output channels
including email, web and print
Citizen Self Service
Employee Self Service

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Process
Gloria receives additional
information from Sarah and
decides her application needs
Field Inspection and assigns to
Conrad, our Field inspector
Citizen Self Service
Employee Self Service

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Digital Enrollment: Mobile field worker
Conrad
Field Inspector
Charlene
Program Manager
Gloria
Specialist
Fill out field inspection
form & have owner sign
Respond with
eligibility letter
Evaluate & optimize
program success
MeasureRespond
Gloria
Specialist
Visit
Increase productivity with real-time information gathering and efficient
inspections

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Visit
Conrad, our Field Inspector
receives a Task in his Field
Inspection App
Citizen Self Service
Mobile Field Worker

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Visit
Citizen Self Service
Mobile Field Worker
AEM Forms App extends form
processes to mobile workers by
allowing them to capture data
electronically both offline and
online

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Visit
Citizen Self Service
Mobile Field Worker

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Visit
Citizen Self Service
Mobile Field Worker
Features such as Scribble
signature, Date Time stamp and
geolocation improves accuracy
and adds to service levels

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Visit
Citizen Self Service
Mobile Field Worker
Feature Annotations such as
capturing photographs and
scribble notes improves data
accuracy

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Visit
Conrad eSigns the Inspection
form to validate our Citizen’s
Inspection
Citizen Self Service
Mobile Field Worker

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Visit
Adobe eSign Services provide a
secure, legal signature process
and is very tightly integrated into
AEM Forms
Citizen Self Service
Mobile Field Worker

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Process
Gloria receives Field Inspection
report from Conrad and after
reviewing application, she
approves Sarah's application
Citizen Self Service
Employee Self Service

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Respond
Once the application is approved,
Sarah gets notified of the status
via email and also gets to view
her personalized enrollment
document
Citizen Self Service
Employee Self Service

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Respond
Adaptive Documents detects
user device and dynamically
displays the right form. It is
also personalized and can
output to multiple channels
including email and web
Citizen Self Service
Employee Self Service

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Respond
Sarah can stay engaged with her
CSS App built using AEM Mobile
and continue to enjoy highly
digital Adaptive Form and
document experience within the
CSS App.
Citizen Self Service
Employee Self Service

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Measure
Through Adobe Analytics
integration, program manager
Charlene can track form
performance metrics and gain
insight into form utilization
and abandonment and
completion rates.
Citizen Self Service
Employee Self Service

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Measure
Charlene’s team can
continually improve form
experiences through A/B
testing.
Citizen Self Service
Employee Self Service

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Leverage the
power of Adobe
Marketing Cloud
and Document
Cloud
Mobile
Field Worker
Capture data
electronically –
both offline and
online
Streamline Digital Enrollment
Integrate
Engaging Forms
Document into
multi channel
journey
Efficient Forms
and Tasks
Processing with
automated digital
workflow

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E-recruitment
Sarah
Applicant
Gloria
HR Agent
Charlene
HR IT
Conrad
Hiring Manager
Gloria
HR Agent
Find
job posting
Fill & sign
job application
Screen
application
Evaluate
application
Create
offer
letter
Evaluate & optimize
application channel
MeasureRespondEvaluateProcessFillFind
Interview
Speed recruitment while strengthening security and transparency

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Employee self-service: Travel and expense reimbursement
Sarah
Employee
Gloria
Manager
Charlene
IT Manager
Conrad
Finance Manager
Find travel and
expense claim
form
Fill & sign travel
and expense form
Approve
request & sign
Evaluate and approve
expense claim
Evaluate & optimize
program success
MeasureEvaluateProcessFillFind
Improve employee satisfaction with timely travel and expense
reimbursement

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Mobile field worker
Gloria
Field Inspector
Charlene
IT Manager
Conrad
Program Manager
Fill out field inspection
form & have owner sign
Evaluate field
inspection data
Evaluate & optimize
program success
MeasureEvaluateProcess
Increase productivity, reduce backlog in health and safety inspections

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Streamlining Digital Processes Across Government
Onboarding &
Recruiting
Citizen Self-
Service
Employee Self-Service
Mobile Visits &
Inspections
Vendor
Onboarding

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Adobe’s Cloud Platform
Creative Cloud Marketing CloudDocument Cloud
Community Marketplace Partners Developers

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Adobe is
Everywhere
You Look