Technology And Customer Consultation Kieran Lenihan


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Technology And Customer Consultation Kieran Lenihan

  1. 1. Citizen Participation and Customer Consultation 27-28 November Kieran Lenihan Institute of Public Administration
  2. 2. New technologies allowing for greater consultation
  3. 3. Web 2.0 <ul><li>The term &quot; Web 2.0 &quot; describes the changing trends in the use of World Wide Web technology and web design that aim to enhance creativity , communications, secure information sharing, collaboration and functionality of the web. Web 2.0 concepts have led to the development and evolution of web culture communities and hosted services , such as social-networking sites , video sharing sites , wikis and blogs . </li></ul>
  4. 4. Reasons to consider the Web and these new technologies <ul><li>OECD Public Sector Review 2008 </li></ul><ul><li>The Popularity of Web 2.0 websites </li></ul><ul><li>The potential to involve citizens in improving services </li></ul><ul><li>The Net generation </li></ul><ul><li>Potential for value for money for public Service </li></ul>
  5. 5. OECD Review <ul><li>Call for: </li></ul><ul><li>New ways of working </li></ul><ul><li>Greater sharing of expertise and knowledge </li></ul><ul><li>The use of networks to bring together relevant players </li></ul><ul><li>Greater connectivity with stakeholders inside and outside of Public Service </li></ul><ul><li>Service delivery from the perspective of the citizen, (who is not familiar with how structures and systems operate) </li></ul><ul><li>Full potential of ICT to be realised by public sector organisations </li></ul>
  6. 6. OECD “ Irish citizens and residents are being transformed by the Internet and their own growing expectations from being users of public services to participants and even partners in shaping and delivering public services. In order for the Public Service to keep up with, and tap into, these larger social forces, it should promote transparency as a value that will make the Public Service more dynamic and increase the public’s trust by fostering a debate on the Public Service’s contribution to societal outcomes such as life expectancy and competitiveness.”
  7. 7. The popularity of Web 2.0 sites <ul><li>Irish Top 10 websites (Alexa Ratings) </li></ul><ul><li> </li></ul><ul><li>You Tube Web 2.0 </li></ul><ul><li>Google </li></ul><ul><li>Yahoo </li></ul><ul><li>Bebo Web 2.0 (40 members worldwide) </li></ul><ul><li>Windows Live </li></ul><ul><li>Facebook Web 2.0 (120m members worldwide) </li></ul><ul><li>MSN </li></ul><ul><li>Wikipedia Web 2.0 </li></ul><ul><li>Google UK </li></ul>
  8. 8. The Popularity of Web 2.0 Sites
  9. 9. The Popularity of Web 2.0
  10. 10. The Potential to Involve Citizens…. … .Or they will involve themselves anyway,, etc The internet is empowering citizens Access to information, to communities and to a soapbox!
  11. 11. The cost of voice is now zero <ul><li>On the web, everyone can have a voice </li></ul><ul><li>But </li></ul><ul><ul><li>Having a voice is not the same as being heard </li></ul></ul><ul><ul><li>Being talked about is not the same as having a conversation </li></ul></ul><ul><ul><li>Feedback alone may not be enough </li></ul></ul>
  12. 17. Net Generation <ul><li>The Net Generation, or N-Gen, describes an age band of people in Western society characterised by their access to and use of digital communication devices to satisfy cultural and social needs, conduct business and experience life in ways fundamentally different from their parents. Also commonly known as Generation Y, the Internet Generation or iGeneration, members of this generational cohort were generally born between about 1977 and the mid 1990s ( [1] ). N-Gen have grown up with the Internet in a period driven by technological change, determining the way they think, work, play and communicate (Tapscott 1998). For N-Geners the digital world and its possibilities are a fact of life, not a marvel. The convergence of computers, telecommunications and Internet technologies in an integrated communications web opened up news ways to organise human relationships and has become the mainstay of an entire generation of technologically-savvy people (Rifkin 2000, p.218). The digital revolution resulted in the disintegration of geographic barriers and gave way to a global society </li></ul>
  13. 18. Net Generation <ul><li>Also called N-Gen or Generation Y </li></ul><ul><li>Born 1977-mid nineties </li></ul><ul><li>Characterised by access to and use of digital communications </li></ul><ul><li>Digital world a fact of life not a novelty </li></ul><ul><li>Telecommunications, internet and computers merge to erase geographical boundaries </li></ul><ul><li>New ways of establishing and maintaining relationships </li></ul><ul><li>New ways of expressing individuality. </li></ul><ul><li>N-Gen prefer Interactivity </li></ul>
  14. 19. Characteristics of N-gen <ul><li>Like public activism </li></ul><ul><li>Dislike slowness </li></ul><ul><li>Privacy not so important to many </li></ul><ul><li>Sharing and collaborating more so </li></ul>
  15. 20. Potential for value for money for Public Service <ul><li>Consultation before service development </li></ul><ul><li>Being in tune with customers </li></ul><ul><li>Potential for internal cooperation e.g wikis </li></ul><ul><li>Low cost of experimentation </li></ul>
  16. 21. Finally Some Web 2.0 Pubic Sector Examples <ul><li> </li></ul><ul><li> </li></ul><ul><li> </li></ul><ul><li> (HSE mental health campaign) </li></ul><ul><li>Keep an eye on also for Irish and international developments in this area. </li></ul><ul><li>Also worth watching responsible for building a number of citizen participation websites. </li></ul>