Citizen Engagement - Missouri Digital Summitt


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  • Introduction
  • CarolBringing points of views from private and public background
  • DaveLearn from the commercial side/private sector. Tools that have matured in the retail world, and how to translate them to the public sector
  • What are the keys to an effective roadmap
  • Citizen Engagement - Missouri Digital Summitt

    1. 1. 2012Missouri Digital Government Summit June 13, 2012Citizen Engagement
    2. 2. Introductions… Session Presenters: Steve Cusumano, Webmaster Information Technology Services Department State of Missouri Dave Hoyt, Corporate Vice President Strategy and Solution Delivery Daugherty Business Solutions Carol Morgan, Senior Vice President & Regional Manager St. Louis Branch and Public Sector Daugherty Business Solutions Jonathan Steffens, Project Coordinator Information Technology Services Department State of Missouri 2
    3. 3. Objectives and AgendaObjectives: Agenda:• Provide context and input • Basis and summary of our Carol Morgan to your organizations perspective. journey toward Digital Steve Cusumano • Context for considering the Citizen Engagement. Jonathan Steffens opportunity. o Right-sizing your investments. • Perspective on the evolving Dave Hoyt approach for capturing the o Optimizing the impact opportunity. your investments. • Specific, local examples of Steve Cusumano success – State of Missouri Jonathan Steffens • How successful Dave Hoyt organizations are starting the next chapter of the evolution. 3
    4. 4. Basis for our perspectives Leveraging experience across the commercial and public sectors… • Merchandising • Fleet Strategy • Sales & Marketing • Business Strategy Business Competitive Strategy Benchmark Decomposition • Consumer connection • IT strategy • Sales & Marketing Strategy Blueprint • IT • Consumer Segmentation Strategy • Cross-channel, digital engagement strategy • CMMi Level 5 training Strategy • BPM Methodology Development & Alignment • Mobile Loyalty Program • Wholesaler Training Non-Disclosure • Capital Eng. Processes Workforce • Export Process Business Change Shipping Optimization Results Management • Mobile Business Compatibility Benchmark • Fleet Operations • Workforce Management • Sales & Technology• Mobile/Cloud-based Payment Solutions Marketing Process Design Solutions • Architecture Planning • Workflow Analysis/Software Selection • Transportation Management • Raw Materials • B2B Transaction • Inbound Logistics • eBusiness and Architecture • Consumer Engagement eCommerce • Mobile/ Wireless Solutions Strategy • Mobile/Wireless • Enterprise Data Computing Warehouse • Business Intelligence and • Business Intelligence Data Warehousing • Internet Development • Financial Management • Data Warehousing and Analytics Application • PMO Implementation • Web Application • Procurement Implementations 4
    5. 5. State of Missouri - Perspective √ √ √ √ √ √ √ √ √ √ √ √ √ Twitter √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √ √Blog √ √ √ Podcasts √Citizen Apps 5
    6. 6. Our topic today…Digital Citizen Engagement• Citizen Engagement: The population is getting more sophisticated – and demanding – about being heard by the government.• Digital: At the same time, governments are recognizing the many benefits of actively encouraging citizen engagement via tools such as social media, mobile apps and smarter websites. This session provides a glimpse into the future of constituent relations and the innovations and technologies that are leading the way. 6
    7. 7. What’s your perspective?• Encountered either Citizen requests or Agency requests for new ways to interact with the public?• How many of these requests have been to… o Collaborate in new ways o Gather Citizen sentiment or input o Interact/Transact in new ways o Publish information• How many are actively/effectively using the following tools to do so… o Web-sites o Social Media – Facebook o Social Media - Twitter o Mobile Applications o Segmenting and targeting specific Citizens for specific interactions How many have a well developed a Digital Citizen Engagement strategy/plan? 7
    8. 8. Summary Perspective• This is for real - Huge opportunity to drive real results for your organization and the citizens.• Bigger change than we have ever seen - One of the most transformational evolutions that we will see in our careers. And, we can all play a big role.• It’s not going to be easy - Requires a whole new level of effectiveness working across agency and technology competencies.• Moving Goal Line - Very rapidly growing expectations across the public.• Focus will be the key - Many opportunities to be distracted with what we (our boss) last encountered.• Come out of the Lab - Technologies that aren’t yet fully mature; but, are beyond experimental.• Pick your Targets - The time for a more deliberate, comprehensive plan is now. 8
    9. 9. Focus on Citizen Engagement• Real benefits can be captured: o Embrace expectations for an “open/transparent” government. o Achieve new levels of Citizen reach responsiveness and engagement. o Increase the Agency impact by engaging closer to the “point of need.” o Further empower and leverage the Citizen as “prosumers.” o Create new opportunities for collaboration an co-creation. o Better leverage and empower employees. o Reduce operational costs. o Improve Citizen satisfaction.• Converging trends are creating a window of opportunity to capture benefits.• Technologies have become sufficiently mature to make an integrated strategy viable.• The many requests and expectations. 9
    10. 10. We can leverage commercial sectorlessons learned…Mobile Applications integrated with Social Media and eCommerce Interact & Promotion Transact on • Target Marketing (e.g. Coupons) Mobile App • Loyalty Programs • On-device Purchasing • Personalization via 3rd Party - PCI •Increase Traffic In-store Compliant •with Geocoding On-Site Execution Share via Direct Link to “Social take “Action” • Direct Media” connection via mobile apps and web browsers to purchaseProprietary to Daugherty Business Solutions – For Confidential 10
    11. 11. However, we still have work to do… Typical PublicFragmented starting point Sector Status  Use of Web-sites  Use of Mobile  Use of Social Networking/Media  Leveraging 3rd Party Social Networks  Content Management  Integrated Strategy 11
    12. 12. Convergence Of Trends & Drivers Rapidly Evolving LandscapeMaturing Technology Individual Behavior• Technology Maturation and adoption • Conditioned “Consumer” expectations • CRM & Database Marketing • Expectation referral (personal to org.) • Enterprise Content • One to many communication culture Management • Seamless socialization trends • eCommerce • Rapid propagation of messages (+/-) • Mobile Computing • Visual Storytelling • Cloud Computing Citizen Engagement/Personalization • Social Media • Continued evolution of the “Citizen • Advanced Analytics & Engagement Science” “Big Data” • Ability to leverage these repeatable • Business Process Management methodologies as a framework to • Master Data Management appropriate engage with the right • M2M(Machine to Machine) technology tools• Technology commoditization • Advancing segmentation techniques with• Technology standardization and sophisticated predictive analytics and interoperability personalized offers Available Information • Proliferation of content • New sources of integrated data • Enterprise Information Management techniques 12
    13. 13. Barriers/Challenges/Opportunities Rapidly Evolving Landscape Barriers /Challenges/ Opportunities Increasing Citizen  Can be dangerous based on amplified Expectations impact and presumed peer credibility Maturing Technology  Expectations around point of need  Demands a new level of alignment Individual Behavior between agency objectives, interaction techniques and technology tools Growing Adhoc Citizen Engagement Requests For New  Requires a willingness to consider new & Personalization Technologies roles and interaction processes  Alignment to policy considerations (e.g. Available Information FOIA) Digital  Integrated technology requires budget and new skills Engagement Moving Beyond  Difficult to quantify benefits Experimental 13
    14. 14. Barriers/Challenges/Opportunities Rapidly Evolving Landscape Developing a Digital Barriers /Challenges/ Opportunities Engagement Strategy Increasing Citizen Expectations Maturing Technology Deliberate Individual Behavior Focus on High Real Growing Adhoc Impact Impact Citizen Engagement Opportunities Requests For New & Personalization Technologies Available Information Improved Digital agency impact Engagement & Citizen Moving Beyond Experimental satisfaction 14
    15. 15. Attaining a real impact…• Providing Public Information o Required notices o “Marketing”• Gathering Public Input• Understanding Public Sentiment – Unsolicited Feedback• Understanding the Citizen demographics to drive analytics and key decisions - “360 degree view of the Citizen.”• Public Reporting (Citizen to Agency)• Engaging Citizen Volunteers• Managing Citizen Interactions/Transactions o “Customer Service & Support”• Engaging Citizens in co-creating services• Fraud Detection• Consistent Citizen experience across interactions types o (office, phone, web, mobile, social media, etc…) 15
    16. 16. Emerging TechnologiesCitizen Facing Applications:• Publish oriented Web-sites for Key Enablers: providing public information • Enterprise Content Management• eCommerce Web-sites for Interaction and Transaction • Database Marketing• Mobile Computing • Advanced Analytics & “Big Data”• GIS Services • Master Data Management• Social Media 16
    17. 17. Social Media in Government..Inform your Audience o Facebook Pages o Twitter o Blogs o Wikis o Social-Centric Services 17
    18. 18. Inspire Activism 18
    19. 19. 19
    20. 20. Encourage Storytelling..Share Your Story (User Generated Content)• Hidden Treasures Campaign• After the Storm (Joplin Stories)Photo Submissions • MDC 75 Years Photo Submission • Agriculture Photo Stories Provide a Service o DIFP - User Voice o Open Data – o Online Reporting i.e. Fraud, Traffic, Social Services 20
    21. 21. 21
    22. 22. Key Success Factors• Pick the right solution for each engagement… o Audience o Technique o Technology Tool• Pick your targets and focus on those opportunities with the greatest potential impact.• Avoid a general use mind set for techniques and tools.• Understand and establish a clear purpose for each engagement.• Understand how the Citizen wants to engage: where, when, how.• Be prepared for a “consumerism” mentality including spontaneity, social behavior and amplified impacts. 22
    23. 23. Key Success Factors• Be ready and willing to change processes and roles.• Empower the employees.• Commit to the resources required for technical tools and integration; but, expect new levels of speed to market.• Begin building your central, consistent view of the Citizen.• Quantify your benefit targets and what is realized.• Stay consistent in scheduling your messages 23
    24. 24. It Can Be Complicated.. 24
    25. 25. Approaches to simplify the plan…A Digital Citizen Engagement Strategy can be used to right-sizeand optimize your investment. • Target the highest potential opportunitiesRepresentative Approach • Align to the future processes. • Seize the opportunity to design your organization roles and processes around citizen engagement. • Leverage the power of a common business vision. • Establish a shared set of priorities and actionable migration plan that protects the investment. • Target the solution and investment based on the potential benefit pools. • Focus on business case management to align accountability. • Look at adoption from the beginning. 25
    26. 26. Connect with UsPresenters Follow @SteveCusumanoProject Coordinator – State of Missouri @JonSteffensProject Coordinator - State of Missouri @DaveHoyt01Corporate Vice President– Strategy and Solution Delivery tel: 314-432-8200Lee.Metcalf@daugherty.comVice President – Public Sector Division tel: 314-432-8200Carol.Morgan@daugherty.comSenior Vice President & Regional Manager tel: 314-432-8200St. Louis Branch and Public Sector 26