Citizen Self Service - Bridging The Transaction Gap


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Online Self-Service 1.0 (OSS) focused on simply making information available to citizens and businesses through websites. However, expectations have increased and individuals now expect to transact online (OSS 2.0) with Government – apply, claim, register. Traditional approaches to delivering online transactions are expensive and time intensive, resulting in a gap between citizen expectations and government services.

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  • Thank you for joining us this morning.
  • In our 30 minutes, we’re going to Review research from 3 different perspectives regarding the growth of digital as a channelReview why there are not more transactions online given the popularity of onlineLook at the options for moving transactions online including OSS 2.0 with Avoka SmartForm FactoryIncluding an 8 minute demonstration of how SmartForm Factory can enable electronic service deliveryAnd finally we’ll discuss 3 examples of Online Self-Service in action across Gov both local and internationalWe will make these slides available after the presentation.
  • Let’s start with the insight provided by some recent analysis
  • Let’s begin with AGIMO’s most recent survey of Australian’s use and satisfaction with e-Gov services
  • Interestingly the preference for online actually dropped in 2011 compared to previous years. The report doesn’t offer any insight as to why this might be. But some possible explanations include - With the growth of mobile – are citizens more likely to phone as the phone is at hand? - And if transactions can’t be completed online, is it better just to call? - Also, when using a Mobile App – many people don’t believe this is “online”
  • If available – 42% would choose to use the online channel (this represents the highest percentage across the various channels)
  • And the reason people prefer the online channel is simple – CONVENIENCEOnline allows them to do what they want, when and where they want – and this convenience is a stronger driver for channel selection
  • When looking at the types of transactions involved in Government transactions, 35% involve providing information from the Citizen to the Government – also known as Forms
  • However, anecdotal evidence from citizen quotes in Focus Group sessions shows Forms are still a barrier to the online channel. People expect to have to Print & Fill paper forms and then deliver by mail, email or in person, over the counter.
  • Changing gear for a moment, Mary Meeker is viewed by many as the Queen of the Internet. As a partner at Kleiner, Perkins, Caulfield and Byers she releases an annual INTERNET TRENDS report. The full report can be found on Slide Share. Just search for Mary Meeker.
  • One observation from Mary’s latest report is the fact that the rate of adoption of new technologies is accelerating. If you look at this graph – the green, almost invisible segment represents the sales of iPods in the first 8 Qtrs or 2 years after release. The Orange segement shows sales of iPhone in the first 2 years from release andThe Blue segment shows the sales of iPads in the first 2 years. In its first 8 Qtrs, iPad out sold iPhone 3:1
  • Interestingly – Australia also has one of the highest penetrations of 3G and 4G globally. In fact, with a population of 22m there are 22m mobile internet subscriptions in Australia which represents 76% of Australians and 21% growth on the previous year.
  • And if you thought the popularity of Tablets was inflated – think again. In just 3 years, tablet and eReader devices have gone from 2% to 29% penetration across the US adult population.
  • CBA may be viewed as an unusual case study for a Government seminar – but as the largest bank in the nation they offer an insight in to a significant cross section of the population
  • Interestingly, CBA are already dealing with the fact that many customers expect to engage the bank on 3 screens – PC, Tablet and Phone. And the bank is preparing for the 4th screen – the Smart TV.
  • Now when the bank looks the 3 current form factors and the % of logins by device and time of day. Its obvious that Desktop dominates the business day, SmartPhones are ever present but interestingly, Tablet out performs all other devices between 6pm and 11pm – so if you sit at home with an iPad on the sofa beside you…you’re not the only one. The convenience of that form factor is evident in the behaviour shown in this chart.
  • And CBA takes it a step further – observing peaks and troughs in Ad breaks during popular TV shows.
  • But like many organisations – the bank recognises that whilst the online channel is growing in popularity, many high stakes transactions such as Opening a new Account and Applying for a loan are simply too hard on mobile devices.
  • So – in summary, this combined research is telling us thatOnline has come of age, some years agoConvenience is king when choosing a channelMobile is and continues to grow at a rapid rateWe are now in a multi-screen world and need to design for itBut whilst we can find a lot through the online channel, we still can’t do as much online as we’d like
  • The reasons we can’t do more online is because it can be a challenging task to move from paper to digital.
  • If you were to plot an organisation various transactions on a graph with two axes – one representing each transaction’s VOLUME and the other showing the VALUE of that transaction – we would end up with a Scatter diagram as follows.Some transactions would be High Volume / High Value – whilst others, still important, may not be quite as high volume / value.Typically you would end up with a scatter chart showing that the range of transactions cover all areas of the chart.Now some of these transactions simply don’t justify the investment to move them online. And chances are many of the High Volume and High Value transactions are online already. However, there are a large percentage of transactions that are important – but not sufficiently important to justify the typically high cost of going online.
  • When looking to migrate forms to the online channel – it doesn’t have to be All or nothing. There is an Online Transaction Continuum that ranges from Print & Fill forms all the way through to Straight Through Processing. But even providing customers with the ability to fill forms on their PC or mobile devices with validation of fields, Submit the form for processing and manually key the form in to core business systems will provide significant benefit both to the customer and the Government organisation. Significant efficiencies in data accuracy can be achieved. And if designed correctly, these forms can be easily integrated at a later stage to achieve Straight Through Processing.
  • The current volume of Print & Fill forms across Australian Government websites is significant. And each one of these forms is error prone and expensive to process.
  • And when you consider the fact that most people with SmartPhone or Tablet devices have never connected those devices to a printer, and considering the earlier research that indicates mobile and tablet usage is growing rapidly – ever PDF form that needs to be printed represents a dead-end for the citizen experience when connecting to government on a mobile device.
  • So with quite a significant challenge ahead – what are the options for addressing it?
  • Traditional approaches available to the business can be categorised in to two areas. Most core business systems like SAP and Siebel have a web front-end. This can be deployed to provide internet based access to those systems. Unfortunately most businesses run on multiple systems for Case Management, CRM, Asset Management etc. So deploying the web front-end for one of those systems won’t deliver a web accessible solution for ALL transactions. Plus – those systems tend to be transactional and focused on how the business operates internally, not the desired Citizen Experience. These systems are also expensive.The other option is to use a Portal Technology or simply software deveopment tools like Java, .NET and HTML to create a custom user experience. This addresses the need to interface to multiple systems and allows for the desired citizen experience to be developed – but is costly, time consuming and creates a significant maintenance over head.
  • Over the last 8 years, Avoka has developed an alternative approach to address the need for data collection at an enterprise level.
  • Avoka SmartForm Factory is a customer transaction platform that sits at the intersection between the individual and the organisation to support the need for enterprise data collection.There are two primary usecases for SmartForm Factory. On the left we have Online Self-Service which allows a citizen to Apply, Claim, Register etc. This is the delivery of information from citizens to government.On the right we have the Field Mobility scenario, where agents of Government (such as case workers) go in to the field to collect information for inspections and audits.
  • But Customer Transactions involve more than just a form.SmartForm Factory is a platform that in addition to providing a powerful electronic forms capabiltiy, also supports the need for Payments, Signatures (both digital and ink), Supporting Documents, Integration for pre-population / validation / submission processing.Forms created in SmartForm Factory include incorporate responsive design meaning that an optimal experience will be delivered on PC, Tablet and SmartPhone devices from a single form design. All transactions and data are secured.Complex forms can be saved and returned to for completion. The organisations business rules can be incorporated without programming and powerful analytics can advise the agency as to how many times a form was abandoned, how long it takes to complete a form and which sections of the form are causing citizens the most problems.
  • SmartForm Factory is designed to allow a Government agency to make Any Form accessible on Any Device, Anywhere and anytime.Let’s take a look.
  • SmartForm Factory is a platform that delivers everything required to enable online customer transactions. Starting at the bottom of this diagramCOMPOSER is the cloud based tool for SmartForm creation. Powerful SmartForms can be created with no programming and a single form design delivers PC, Mobile and Interactive PDF smartforms. Composer is in the cloud, but stores no data – it is simply a design tool.SmartForm MANAGER can be hosted in the cloud or on-premise. MANAGER controls the review & approval process for publishing forms and hosts the form definitions and displays the form on request – delivering an optimised experience for PC, Tablet and SmartPhone devices. SFM also manages submissions, partially saved forms, integration, payments – it encapsulates a decade of learnings from hundreds of smartform projects.SmartForm Factory offers 3 primary ways to allow end-users to interact with published SmartFormsThe web plug-in allows SmartForms to be integrated in to an exsiting websiteThe Self-Service portal provides a customisable out-of-the box portal that customer’s can self-register, access forms securely, manage partially compelted forms and view a submission history.And the Self-Service App provides all of this in a native App for Apple, Google Android and Windows devices. IF YOU HAVE an iPad or Google Tablet – please go to the app store and search for Avoka. Its free to download the app and it includes 3 sample forms to demosntrate the capabilities.
  • SmartForm Factory is in use across a range of Govenrment agencies. Lets look at 3 specific examples.
  • In the US, the Environmental Protection Agency processes hundreds of thousands of Notice Of Intent requests each year for activities that may impact the environment such as off-shore exploration. This hugely complex project with many stakeholders was tackled with SmartForm Factory and Adobe LiveCycle to provide an online facility for lodgement, processing and tracking of requests. EPA have estimated high volume savings per annum and a reduction in processing times by 2 weeks which makes EPA clients very happy.
  • Closer to home- the Local Government council of Ryde in Sydney’s north west implemented SmartForm Factory to provide an online forms capabilty to voer the 100+ forms council receives from rate payers. Ryde opted for a completely Cloud Hosted deployment of SmartForm Factory and chose the king of forms – the Development Application (for building or modifying a property) as the first transaction to migrate – They wanted to ensure the platform could process not only the simple, but the complex transactions. From contract signing to User Accceptance Testing was just over 4 weeks – demonstrating what the platform can achieve in a short time frame when leveraging out of the box capabilities.
  • And finally (continuing the theme of rapid deployments), the Department of Human Services can called in to action to support affected businesses in QLD in the wake of Cyclone Yasi.The prime minster made a public commitment to offer wage assistance to affected businesses within a 2 week period. DHS contacted Avoka with the requirements for the form including eligibility criteria and just 3 days later, the form was delivered to Human Services to deploy to the website. This form leveraged the existing SFF deployment at the Dept of Innovation. Errors and inelligible requests were quashed for all users of the online SmartForm – allowing DHS staff to focus on processing valid requests for assistance.
  • Thank you for your time this morning – I hope you found the content useful.The slides will be made available shortly and a recording of this presentation will be on the avoka website shortly – please feel free to share it with colleagues. Also – Avoka’s YouTube channel – contains a wide range of video presentations and demonstrations that you should find informative. Finally – if the challenge of migrating forms to the online channel is of interest, please fell free to email an example of a form you would like to tackle to We’ll take your form, with no obligation, and show you what can be achieved in a couple of days. Have a great day.
  • Citizen Self Service - Bridging The Transaction Gap

    1. 1. Citizen Self-ServiceBridging the Transaction Gap 1 Copyright 2011 Avoka Technologies..
    2. 2. Agenda INSIGHTS…3 different perspectives for the Online Channel CHALLENGES…Why are so few transactions online? OPTIONS…Online Self-Service 2.0 DEMONSTRATION – Avoka SmartForm Factory EXAMPLES 2 Copyright 2011 Avoka Technologies..
    3. 3. INSIGHTS 3 Copyright 2011 Avoka Technologies..
    4. 4. The State of the Online Channel according to… Mary Meeker 4 Copyright 2011 Avoka Technologies..
    5. 5. The State of the Online Channel according to… Preference for Online dropped in 2011, Phone increased - Mobile access growth? Mary Meeker - Can’t do enough online? 5 Copyright 2011 Avoka Technologies..
    6. 6. The State of the Online Channel according to… Mail and In-person channels are still widely used, but most (42%) people would prefer to use e-government Mary Meeker channels [if available] Preferred Service Delivery Channel 6 Copyright 2011 Avoka Technologies..
    7. 7. The State of the Online Channel according to… “Convenience” is the driver for use of the Online Channel Mary Meeker 7 Copyright 2011 Avoka Technologies..
    8. 8. The State of the Online Channel according to… 35% of Government transactions involve providing information (forms) Mary Meeker 8 Copyright 2011 Avoka Technologies..
    9. 9. The State of the Online Channel according to… Forms continue to be a Barrier to eGovernment Once you know that you’ve got to fill a form in for something you know you’ve Mary either got to mail it in or scan it and email Meeker He went online to find that he could actually sort of log in and apply for some of it but he is still ended up having to read them and then take all the forms in. I jumped on the internet to see if it was a form that I could fill out and just do everything on the internet. I printed it off … but it wasn’t something that I could completely do over the internet. 9 Copyright 2011 Avoka Technologies..
    10. 10. The State of the Online Channel according to… Mary Meeker 10 Copyright 2011 Avoka Technologies..
    11. 11. The State of the Online Channel according to… The rate of adoption for new technologies is accelerating Mary Meeker 11 Copyright 2011 Avoka Technologies..
    12. 12. The State of the Online Channel according to… Australian’s love their 3G/4G with as many subscribers as people! Mary Meeker 12 Copyright 2011 Avoka Technologies..
    13. 13. The State of the Online Channel according to… And if you think the Tablet Revolution is hype…think again: 2%  29% in 3 years Mary Meeker 13 Copyright 2011 Avoka Technologies..
    14. 14. The State of the Online Channel according to… Mary Meeker 14 Copyright 2011 Avoka Technologies..
    15. 15. The State of the Online Channel according to… We’ve already got 3 screens, get ready for the 4th (TV) Mary Meeker 15 Copyright 2011 Avoka Technologies..
    16. 16. The State of the Online Channel according to… Desktop dominates @ work Tablet dominates @ home SmartPhone ever present Mary Meeker 16 Copyright 2011 Avoka Technologies..
    17. 17. The State of the Online Channel according to… Online activity peaks during Ad breaks in popular TV shows – Tablet Convenience Mary Meeker 17 Copyright 2011 Avoka Technologies..
    18. 18. The State of the Online Channel according to… Mobile is growing rapidly… but mobile-ready capabilities still lag for High-Stakes Transactions Mary Meeker 18 Copyright 2011 Avoka Technologies..
    19. 19. In summary… ONLINE has come of age (some years ago CONVENIENCE is king MOBILE is growing (rapidly)s a MULTI-SCREEN world – get used to it We can FIND a lot online, We can’t DO as much online 19 Copyright 2011 Avoka Technologies..
    20. 20. In summary… WHY DO I CARE? WHY? WHAT CAN I DO?We can FIND a lot online,We can’t DO as much online 20 Copyright 2011 Avoka Technologies..
    21. 21. CHALLENGES 21 Copyright 2011 Avoka Technologies..
    22. 22. Typical Situation we see in C2G and B2G  VALUE HIGH BENEFIT  TRUCK APPLICATION LICENCE     MEDIUM   CAR GRANT LICENCE APPLICATION     LOW LOW MEDIUM HIGH VOLUME 22 Copyright 2011 Avoka Technologies..
    23. 23. Online Transaction Continuum It doesn’t have to be all or nothing! PRINT & FILL STRAIGHT PDF FORM THROUGH PROCESSING 23 Copyright 2011 Avoka Technologies..
    24. 24. The problem is LARGE 24 Copyright 2011 Avoka Technologies..
    25. 25. Mobile Devices are compounding the problem 25 Copyright 2011 Avoka Technologies..
    26. 26. OPTIONS 26 Copyright 2011 Avoka Technologies..
    27. 27. WHY aren’t more transactions online? ERP PORTAL / / CRM CUSTOM Most ERP or CRM systems Software development tools and include a web self-service Portal technologies can be used capability. to develop powerful online experiences CONs PROs  Pre-integrated to existing core-  Flexible integration in a multi- business systems system environment  In a multi-system environment,  Expensive and lengthy projects won’t meet the requirement  IT involvement required to to deliver OSS across all deploy new products / service business systems.  Need to cater for multi-screen  Expensive and lengthy projects 27 Copyright 2011 Avoka Technologies..
    28. 28. WHY aren’t more transactions online? 28 Copyright 2011 Avoka Technologies..
    29. 29. Enterprise Data Collection with SmartForm Factory INDIVIDUAL APPLY. CLAIM. REGISTER. INSPECT. AUDIT. ASSESS ORGANISATION 29 Copyright 2011 Avoka Technologies..
    30. 30. Enterprise Data Collection with SmartForm Factory Signatures Payments Attachments Analytics & Performance Integration Business Device Rules Agnostic Save & Resume Security 30 Copyright 2011 Avoka Technologies..
    31. 31. SmartForm FactoryANY FORM ANY DEVICEANYWHERE ANYTIME 31 Copyright 2011 Avoka Technologies..
    32. 32. SmartForm Factory Overview 32 Copyright 2011 Avoka Technologies..
    33. 33. Success StoriesOnline Self-Service 33 Copyright 2011 Avoka Technologies..
    34. 34. EPAs Electronic Notice of Intent (eNOI)Situation  The Environmental Protection Agency (EPA) processes hundreds of thousands of “Notice of Intent” requests each year. The backlog was overwhelming and resulted in customer frustration and multi-week processing of applications. Many times too late.Solution  Avoka SmartForm Factory and Adobe LiveCycle  Replaced error-prone paper forms with SmartForms and automated Business Processes integrated to EPA’s compliance systems  Registered individuals access forms, enter data, submit filled forms, add attachments and track the status of their permit applications.  EPA staff review, approve, reject, or put on-­­hold applications.Outcome  All of EPA Region 6 Gulf of Mexico offshore oil and gas drilling permits have been converted to electronic  Elimination of 2 weeks processing per application was achieved  Better Customer Satisfaction. SmartForms guide the users through the process with real-time validation Operational Efficiencies| 0 Errors | 20x Process improvement 34 Copyright 2011 Avoka Technologies..
    35. 35. Development Applications Made Simple with SmartForm Factory in the CloudSituation  Local Government - City of Ryde -16 suburbs in Northern Sydney with 40,000+ dwellings. Development Application (DA) hugely complex form - a pain point in local government.  DA was a PDF/paper form, inherently error prone & inefficient, created a bad user experience both internally & externally.Solution  SmartForm Factory Self-Service Cloud – cost-per-transaction.  Reduced pages by 50%. User selects 1 or more of 36 application types (e.g. subdivision, pool, renovation etc) & fills in appropriate form based on selection (+ attachments) - the form guides the user, prevents errors.  Built to drive automated registration - instigates back-end automation & improves data collection.Outcome  Better service delivery to constituents  Improved data quality & streamlined processes  Cost effective & scalable No Paper – No Errors| 5 Week Project |Cloud Self-Service 35 Copyright 2011 Avoka Technologies..
    36. 36. Cyclone Yasi – Rapid Online ResponseSituation  In 2011, Cyclone Yasi devastated Northern Queensland leaving people homeless and out of work. The Federal Government, through Centrelink, needed to respond quickly through the Disaster Wage Assistance program.Solution  Avoka SmartForm Factory was used to design and deploy a powerful online SmartForm application allowing businesses to register themselves and their employees for Wage AssistanceOutcome  The Online application was delivered in 3 days  Employers self-registered for assistance delivering validated information to Centrelink for processing and reducing burden on Call Centre  Delays associated with paper forms were avoided SmartForm Ready in 3 Days | Errors & Delays Avoided 36 Copyright 2011 Avoka Technologies..
    37. 37. Close Slides will be provided Webinar recording will be made available Send a form to 37 Copyright 2011 Avoka Technologies..