Service Delivery via Gov 2.0 What is Gov 2.0 and how does it affect Contact Centre Service Delivery? Presenter | Jeremy Dickson Ministry of Economic Development
What’s Gov 2.0?
Where we have been
Where we are now
Where we are going
In summary…. Gov 2.0 defined
"Government 2.0 is not specifically about social networking or technology based approaches to anything. It represents a fundamental shift in the implementation of government - toward an open, collaborative, cooperative arrangement where there is (wherever possible) open consultation, open data, shared knowledge, mutual acknowledgment of expertise, mutual respect for shared values and an understanding of how to agree to disagree. Technology and social tools are an important part of this change but are essentially an enabler in this process."
Digital Public Square
Where we are now (even if we don’t know it)
Everyone has a voice and the opportunity to contribute.
Will we let people add to the conversation..?
Impact for Contact Centres…..
Impact = Opportunities
Openness with feedback
Request a call
View progress of service requests
Ownership of service
The ability for anyone to hear anything, and say anything to everyone
Expectations are changing
Discussions are happening without us
Even when we provide channels for user input, discussion will still happen without us. But ignore these at your peril.
We have relatively less control now
We must view this as an opportunity
Two way communication
Opening up engagement
SSC Drivers of Satisfaction
The service experience met your expectations
It's an example of good value for tax dollars spent
Subscribe to social media
Come up with a Social Media strategy (call it an engagement strategy)