RightNow CX Helps Agencies Meet Open Government Directive from Obama Administration

Deploy RightNow CX in 30 Days with the Secure RightNow Government Cloud to Achieve Transparency, Citizen Participation, and Collaboration

HERNDON, Va. & BOZEMAN, Mont. (December 16, 2009) – RightNow (NASDAQ:RNOW) has spent more than ten years helping over 170 government clients create a more transparent, participatory and collaborative government. With a successful track record and RightNow CX, the customer experience suite, RightNow can help government agencies meet President Obama’s new Open Government Directive.

RightNow CX Addresses Open Government Requirements

Open government websites— RightNow CX helps agencies create accessible, open government sites with high value data sets that can be quickly accessed, downloaded, searched, and registered to Data.gov. With RightNow CX, these open government sites can be:

  • Branded for a personalized website service experience
  • Infused with interactive Web 2.0 information resources
  • Integrated into an existing web infrastructure

Accurate, high quality data— RightNow CX helps agencies create a self-learning knowledge foundation consisting of agency, citizen and community provided data. Agencies can meet the Office of Management and Business’ (OMB) requirements by tapping into RightNow CX to:

  • Deliver consistent, correct information across all citizen touch points in a timely manner
  • Proactively disseminate useful information rather than waiting for FOIA requests
  • Continuously learn and refine knowledge based on citizen interactions

Collaborative government— With RightNow CX, agencies can better engage with citizens by allowing the public to provide feedback on open government web pages. With RightNow CX agencies can also:

  • Solicit and respond to citizen feedback from any channel—web, chat, voice, social, and email
  • Send citizens surveys to monitor quality of agency information and support
  • Establish backend workflows to speed and escalate responses to citizens
  • Access graphical reports to easily understand and monitor trends
  • Capture all feedback within one central knowledge foundation

Kevin Paschuck, vice president of public sector at RightNow also discusses the Open Government recipe for success in his latest blog post.

Agencies See Success with RightNow CX, Meet Open Government Mandates

Centers for Medicare and Medicaid used RightNow CX to create a citizen-centric website which answers 99 percent of visitors’ questions. With RightNow CX, Centers for Medicare and Medicaid can manage massive, complex and continually changing agency information while still being able to respond quickly to external events.

Army Training Support Center (ATSC) uses RightNow CX to capture constituent feedback. Within the first year of deploying its RightNow powered site, ATSC saw a 30 percent reply rate from monthly surveys and constituent satisfaction rose to 75 percent. RightNow CX helps ATSC track requests for Army training and education to continuously improve available information, while reducing response times to less than one day.

Veterans Benefits Administration (VBA) uses RightNow CX to deliver fast, accurate, and consistent information, online, 24X7; 95 percent of veterans find answers online through self-service. With RightNow, VBA saw a 50 percent reduction in email volume and faster replies to citizens.

The U.S. Department of Agriculture’s (USDA) Farm Service Agency (FSA) uses RightNow CX to answer citizens questions in a timely, accurate and consistent manner. 98 percent of visitors to the FSA site find answers to their questions, reducing the agencies weekly email volume from 3,000 to a mere half-dozen.

RightNow CX Up and Running in 30 Days via Secure Government Cloud

RightNow CX can be deployed in 30 days via the RightNow Government Cloud, eliminating the need for agencies to purchase servers or data center space. The RightNow Government Cloud provides an unparalleled level of security and compliance that Department of Defense and civilian organizations require:

  • Adheres to stringent US government security and compliance requirements, including US Federal security standard FISMA (NIST 800-53) moderate compliance
  • Includes a 24×7 dedicated security and information assurance team
  • Leverages world-class cloud capabilities
  • Provides consolidated single point of contact for system information and administration
“Defense- and Government-Ready: RightNow is the only vendor to launch a defense and government-ready SaaS product set that adheres to the stringent security and compliance requirements as set out by the various U.S. government regulating bodies.”
Gartner’s 2009 Magic Quadrant for E-Service Suites

Read more about the secure RightNow Government Cloud in Laef Olson, RightNow’s chief information officer recent blog.

RightNow is the Customer Experience and Government Cloud Leader

A leader in bringing the cloud delivery model to government agencies, RightNow has successfully served the U.S. government for more than ten years. Over 170 public sector clients, including nearly every U.S. cabinet level agency, Army, Marines, Air Force, members of the Intelligence Community and DoD, rely on RightNow CX to deliver real-time information, when and where it’s needed. RightNow CX solutions are also offered on the Apps.gov cloud application platform, a federal government initiative led by the General Services Administration.

“With a focus on improving the customer experience, RightNow provides a market-leading solution for governments looking to enhance service delivery and interactions with their constituents.”
Datamonitor, March 2009 report, Decision Matrix: Selecting a CRM Vendor in Government

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com.

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.


RightNow Technologies
Chaundera Wolfe

Source: RightNow