About FutureGov

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About FutureGov

  1. 1. New Media and Engagement Strategies for Government <ul><li>Collaboration </li></ul><ul><li>Customer service </li></ul><ul><li>Community engagement </li></ul>© //bwr via Flickr
  2. 2. <ul><li>The business case </li></ul>
  3. 3. Governing in the world of wikinomics <ul><li>“ We are entering a new age where people participate in the economy like never before. This new participation has reached a tipping point where new forms of mass collaboration are changing how goods and services are invented, produced, marketed, and distributed on a global scale. This change presents far-reaching opportunities for every company and for every person who gets connected” </li></ul><ul><li>Wikinomics , Tapscott and Williams (2006) </li></ul>
  4. 4. Getting closer to the people you serve <ul><li>Policy led reviews all highlighting the importance of getting closer to and knowing your customers through high quality interactions: </li></ul><ul><ul><li>Empowerment White Paper (and up coming strategy on role of the web) </li></ul></ul><ul><ul><li>Lyons (place shaping) </li></ul></ul><ul><ul><li>Councillors Commission (democratic engagement) </li></ul></ul><ul><ul><li>Comprehensive Area Assessments (CAA), area-based intelligence and risk-led intervention </li></ul></ul><ul><ul><li>Singh (integration and cohesion) </li></ul></ul><ul><ul><li>Local area agreements (LAAs) </li></ul></ul><ul><ul><li>Varney review of customer service </li></ul></ul>
  5. 5. The policy imperative <ul><li>A new national and local policy direction has emerged around: </li></ul><ul><ul><li>Choice and personalisation </li></ul></ul><ul><ul><li>Improving democratic engagement </li></ul></ul><ul><ul><li>User focus </li></ul></ul><ul><ul><li>Meeting diverse needs </li></ul></ul><ul><ul><li>Value for money services </li></ul></ul><ul><ul><li>Targeted services </li></ul></ul><ul><ul><li>Customer service </li></ul></ul><ul><ul><li>Intelligence-led service provision </li></ul></ul>
  6. 6. A networked society <ul><li>Recent communications shift. In the USA: </li></ul><ul><li>42% communicate mostly via instant messaging </li></ul><ul><li>11 text messages sent daily on average (from mobiles alone) </li></ul><ul><li>90+ minutes spent on social networks on average daily </li></ul><ul><li>In the UK: </li></ul><ul><li>Leading Europe in adoption of online social networking </li></ul><ul><li>London has the largest most active Facebook group of all world cities with over 1 million members </li></ul><ul><li>Coupled with this, 70% of UK now accesses the web on a daily basis </li></ul><ul><li>More mobile phones than people in UK </li></ul>
  7. 7. Employee and customer expectations <ul><li>For the first time, employees are now bringing ideas and expectations into the workplace based on experiences at home of how relationships (including with companies – and now also government!) should be… </li></ul><ul><li>Customers increasingly want (expect) councils to exist in their in ‘networked’ world (online platforms such as Facebook for instance) </li></ul><ul><li>But </li></ul><ul><li>Government is lagging consumer and employee expectation on the communications and technology curve – so how can they keep up? </li></ul>
  8. 8. <ul><li>The response </li></ul>
  9. 9. The world of the social web
  10. 10. Introducing the social web <ul><li>Web 2.0 means different things to different people but in essence: </li></ul><ul><li>Web based tools that emphasise user/customer involvement and voice (‘participatory web’) </li></ul><ul><li>Enables blogging, tagging, comment </li></ul><ul><li>Allows the participants to choose how they want to engage as everyone is different </li></ul><ul><li>Enables the harnessing of collective intelligence through knowledge sharing e.g. wikipedia </li></ul>
  11. 11. User contributions via the web <ul><li>Content </li></ul><ul><ul><li>Blogs </li></ul></ul><ul><ul><li>Photos </li></ul></ul><ul><ul><li>Online community contributions </li></ul></ul><ul><ul><li>Wikis </li></ul></ul><ul><ul><li>Audio and video </li></ul></ul><ul><li>Annotations </li></ul><ul><ul><li>Comments </li></ul></ul><ul><ul><li>Tags/bookmarking </li></ul></ul><ul><ul><li>Ratings </li></ul></ul>
  12. 12. Web 2.0: the benefits <ul><li>From satisfaction surveys to meaningful conversations </li></ul><ul><li>Drive greater democratic engagement, transparency and trust </li></ul><ul><li>Encourage involvement, service coproduction and peer to peer support opportunities </li></ul><ul><li>Enable behaviour change </li></ul><ul><li>Meet changing (and increasing) customer expectation in terms of the council’s online presence </li></ul><ul><li>Get closer to and better understand the needs and wants of customers and adapt accordingly </li></ul><ul><li>Proactive intelligence gathering – views and expectations of residents (‘no surprises’ approach) </li></ul><ul><li>Drive brand loyalty (vital in public sector as well as private) </li></ul><ul><li>Cross-(LSP) partner collaborative planning and implementation </li></ul><ul><li>Join up a dispersed workforce (multiple sites, home workers) </li></ul>
  13. 13. <ul><li>About FutureGov </li></ul>
  14. 14. FutureGov: our focus <ul><li>Collaboration </li></ul><ul><ul><li>Enterprise 2.0 (knowledge sharing and cross-silo working) </li></ul></ul><ul><ul><li>Joined up working within and across organisations </li></ul></ul><ul><ul><li>Effective organisational communications </li></ul></ul><ul><li>Customer service </li></ul><ul><ul><li>Coproduction of services </li></ul></ul><ul><ul><li>Feedback and peer support </li></ul></ul><ul><ul><li>Driving brand loyalty and engagement </li></ul></ul><ul><li>Community engagement </li></ul><ul><ul><li>Two way communications </li></ul></ul><ul><ul><li>Democratic engagement </li></ul></ul><ul><ul><li>Consultation through conversation </li></ul></ul>
  15. 15. FutureGov: the team <ul><li>Dominic Campbell </li></ul><ul><ul><li>Background in local government organisational strategy and IT change management </li></ul></ul><ul><ul><li>First Social Media Manager in local government, working with LB Barnet to implement online collaboration and engagement for staff and community </li></ul></ul><ul><ul><li>Co-founder of online social start ups Enabled by Design and AccessCity </li></ul></ul><ul><li>Justin Kerr-Stevens </li></ul><ul><ul><li>Background in strategic communications and marketing </li></ul></ul><ul><ul><li>Author of first social media strategy for government while interim Head of New Media at the Department of Innovation, Universities and Skills (DIUS) </li></ul></ul><ul><ul><li>Public sector expertise includes Health, Justice, Environment and Taxation </li></ul></ul><ul><li>Michelle Lyons </li></ul><ul><ul><li>Background in strategic engagement and participation </li></ul></ul><ul><ul><li>Experience as Department of Innovation, Universities and Skills as Community Manager running engagement on “Innovation Nation” white paper and Department of Justice as e-participation manager </li></ul></ul>

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