Kevin Paschuck

Kevin Paschuck

RightNow Technologies
As Vice President of Public Sector, Kevin leads all RightNow sales activity which includes Federal Civilian Government, Department of Defense, Intelligence Community, Higher Education and State & Local Government. He has been a leader in information technology sales and sales management for more than 12 years.
  • 0 comments 654 reads
    Posted on 2011-04-09

    In March, RightNow collaborated with the Digital Government Institute (DGI) to present a Breakfast Roundtable Discussion about “The Benefits of the Fully Integrated Multi-Channel Government Contact Center Experience”. It was a huge success and provided a forum for public sector contact center professionals to brainstorm ideas and share best practices.

    The event began with a dynamic panel discussion where experts from the Army Training Support Center, the National Cancer Institute and the US Department of Education, discussed the many benefits of empowering customers and agents with 24×7x365 access to information. This dialogue primed audience members for interactive roundtable discussions focused on the continuous improvement of citizen service experiences. Here are some of the highlights:

  • 0 comments 965 reads
    Posted on 2011-02-11

    Federal CIO Vivek Kundra’s 25-Point Implementation Plan to Reform Federal IT Management, is an important move in the right direction. With cloud technology positioned prominently at the center of the initiative, we are beginning to see a real shift toward recognizing the major benefits, including significant cost savings and decreased implementation times, that government can realize from cloud-based solutions.

    The plan outlines a ‘Cloud First’ policy, which mandates that each agency identify, within three months, three ‘must move’ IT services and move one of those services to the cloud within 12 months. The remaining services should transfer to the cloud within the next 18 months.

    Additionally, approval is reserved for major IT programs that utilize a modular approach, with new customer-facing functionality provided every 6 months.

    This is an important...

  • 0 comments 782 reads
    Posted on 2010-12-23

    In October, I had the pleasure to sit down with Francis Rose, host of “In-Depth with Francis Rose” for his Industry Chatter program on Federal News Radio. Our conversation focused on the Government cloud—the state of adoption, its benefits and challenges, and how it can be leveraged to improve citizen experiences.

    One of the most important points that came up during our conversation is that the government doesn’t exist in a vacuum. Citizens expect to interact with the government in the same ways they interact with the private sector, and often compare the two along the way.

    It is now second nature for citizens to turn to websites and social media platforms for general information and service questions in the private sector. They’ve become accustomed to rapid response times and expect every member of the organization to be an expert or to connect them quickly with someone who is.

    To retain the trust and approval of its citizens, the government is searching for...

  • 0 comments 963 reads
    Posted on 2010-11-11

    Since the passing of the healthcare reform bill in March, policy makers, health care providers and even patients have begun to take a keen interest in health care IT.

    That shouldn’t come as a surprise since health care IT is now touted as a way to achieve that most elusive of goals: improving health care outcomes by equipping health care providers and patients with more information — all while holding the line on costs.

    We have all become accustomed to having answers and resources at our fingertips — be it through an online search, website visit, email, phone call, or chat forum. Healthcare providers and patients are right to ask why they can expect this level of anytime and anywhere access to information in nearly all aspects of their lives, bar one: health care.

    But promising new technologies — like cloud computing — can indeed boost operational efficiency and...

  • 0 comments 2,262 reads
    Posted on 2010-09-03

    Where are citizens?

    Social networks and blogs are the 4th most popular online activities.  Ten percent of all time spent on the Internet is focused on social media sites.  There are over 500 million users on Facebook today.  Eighty percent of companies will use LinkedIn as a primary tool.  YouTube has more than 75 billion video streams.  Twitter has more than 20 million unique visitors per month.  (Source: econsultancy blog)

    The numbers speak for themselves.  Citizens are engaging, collaborating, complaining, praising, recommending and sharing amongst each other and directly with private and public sector organizations through social media channels.    Social media has proven to provide organizations with a medium to disseminate information to the citizens and get their feedback—quicker, cheaper and more consistently....

  • 0 comments 1,024 reads
    Posted on 2010-08-24

    Cloud computing, enhancing citizen engagement, cyber security, enterprise transformation, health IT, federal enterprise architecture, data center consolidation, workforce management, citizen dashboard and enterprise reporting, securing government systems, identity management, USA spending, Data.gov and the list of FY11 government priorities and initiatives goes on and on and on. 

     How can one single company provide expertise to address all government priorities and requirements? 

     It can’t.  Nor would government want to rely on a single company.  In FY11, the federal government will spend an estimated $79 billion on IT alone, which equates to more than 7,400 individual IT projects.  And in 2014, US Federal government IT spend is forecasted to be $90.3 billion.  These astonishing numbers simply validate that there are plenty of opportunities to go around for all of us who have a stake in providing IT products, services and...

  • 0 comments 1,930 reads
    Posted on 2010-06-17

    Recently, the U.S. Federal Government launched the Federal Risk and Authorization Management Program (FedRAMP) to enable security authorization for shared IT outsourced services.  This program offers some high-impact benefits for federal agencies.

    It will allow the government to utilize a leveraged security and acquisition authorization which will reduce costs significantly.  The process before FedRAMP required each government agency to go through a complete acquisition process which is often a costly and lengthy RFP. Moreover, the agency had to select their own security controls and develop an agency specific certification and accreditation (C&A) package consisting of artifacts like a System Security Plan (SSP), Security Assessment Report (SAR), Risk Assessment Report and a Plan of Actions and Milestones (POA&M).   In a recent study, the government spent $133M to C&A only 150 systems at the Department of State over the course of just 4 years...

  • 1 comments 1,236 reads
    Posted on 2010-03-25

    Social media is the fastest growing channel where citizens are engaging with government agencies, and it demands real-time attention. The government has successfully adopted Web 1.0 technology concepts like search, connecting web pages and one-way broadcasting of information over the internet and through email.  Likewise, they are on the right path with social media concepts and tools including blogs, government participation on social networking sites like Facebook and LinkedIn. Did you see that the Defense Department released an official social media use policy that allows open access for all agency components?  We’ve also seen the concepts the government is implementing under the Open Government Directive (transparency through information sharing, collaboration) which I like to refer to as Level 1 participation.

  • 0 comments 1,368 reads
    Posted on 2009-12-15

    This week the Whitehouse released its long awaited Open Government Directive.  The 11 page document outlines the tactical plan to deliver a more transparent, participatory and collaborative government that President Obama issued the first day he took over the oval office.

    With the holiday season under way and everyone busy pulling out their favorite family recipes as well as trying new ones, I would like to break down the document into a recipe for success that converts the Open Government Directive into some simple, straight forward points. Consider it an outline of the key deliverables (ingredients) and real world best practices (directions) on how to serve up an Open Government feast that will have other government agency’s asking for your recipe.

    The Ingredients: