Smart Government - Beyond Automation

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Smart Government - Beyond Automation

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Smart Government - Beyond Automation

  1. 1. Smart Government - Beyond Automation Mohamed Shaaban Presales Technical Consultant
  2. 2. • Introduction • The Multichannel Maturity Framework • Citizen Engagement in Service Design • Collaboration of Government Entities • The Shift to Insight Driven • Digital by Default • Scoring High AGENDA
  3. 3. Introduction • Barriers to using e-Government services – Lack of awareness • Awareness can be increased by communication and information campaigns, tailored to specific segments – Lack of willingness to use • This group consists of relatively older people and the disabled – Lack of trust to use • Due to concerns about protection and security of personal data – Lack of ability to use • Potential users need proof that eGov services save time and at the end of the day are more efficient. • Governments must deliver services that are easy to find and easy to use
  4. 4. Introduction • Perceived benefits for using e-Channels – according to citizens: – I saved time – I gained flexibility (in time and place) – I saved money – The process of service delivery was simplified – I got better control over the process of service delivery – The process of service delivery became more transparent – I got better quality of service – Also ease of identification and data reusability
  5. 5. The Multichannel Maturity Framework Optimize citizen engagement across the burgeoning landscape of citizen touch points to realize significant business benefits • Benefits – Achieve better usability and customer satisfaction – Optimize technology investments based on citizen needs – Sending the wrong customers to a self-service channel may drive increased contact, rework and is likely to trigger complaints • Focus of channels could be – Information • Awareness (push) • Search (pull) – Request capture – Inquiry/complain – Assessment (by regulatory authorities, jury of awards)
  6. 6. The Multichannel Maturity Framework • Channels – Web – Mobile – Social media • Mechanism – Understand customer profiles and demographics; internet/mobile penetration, business stage, location – Understand the customer journey across the different touch points – Identify the target customers of each channel – Identify the types of data that should be driven from each channel – Match customers, services, and communication strategies – Provide message consistency across channels, and strong customer support – Kiosks – USSD – IVR
  7. 7. Citizen Engagement in Service Design A service delivery model that incorporates citizens’ expectation in its design and makes the citizen a stakeholder in the implementation • Benefits – Designing services in partnership with citizens – Tailoring services around the needs of citizens to drive better outcomes at sustainable costs – The flexibility to respond to “on demand” needs without considerable rework or mistakes – More productive, context-based public services that get closer to citizens – Improve relationships with citizens
  8. 8. Citizen Engagement in Service Design • Mechanism – Analyze • Inquiries & Complaints • Feedback from public/employees on their involvement in and satisfaction with services (should come with incentives) • KPIs, bottlenecks, rework • Digital fingerprint – implicit & explicit online behavior on different channels, by different users; public & employees – Engaging them through online platforms (both to educate and to gain input on how to design services that will benefit them most) – Get citizen feedback when setting or updating rules & policies – Full usability exercise – Improve processes – online and offline (legislation) – Build/update business rules accordingly – Introduce the concept of Premium Service. Pay little extra, get higher priority in fulfillment (less time, less effort)
  9. 9. Collaboration of Government Entities • Benefits – Customers will be shielded from the internal complexities of government procedures – Enhance accuracy and authenticity of exchanged data • Mechanism – Users of the service submit only one request, regardless of the agencies that must be involved to fulfill it, they collaborate to satisfy the citizen’s needs – No wrong door: syndicating government content so that citizens can find what they want wherever they are on the web – Provide open APIs for other government entities – Business processes being presented as services that can be consumed and aggregated for customers by other processes and parties, including partners – May be used for cooperation with governments outside the border
  10. 10. The Shift to Insight Driven • Benefits – Enable services to both predict where needs, demands or threats will arise and then target resources to meet the needs more effectively • Mechanism – Use deep insight offered by new technologies to problem-solve proactively – Proactively respond to evolving, more complex and less predictable demand – Strategic information-sharing programs across government agencies – Establish a culture of innovation and leadership within the ministry
  11. 11. Digital by Default • Benefits – Maximize ROI from business automation • Mechanism – Improve social media operations & campaigns – Utilize SEO – Increase use of social media to involve hard-to-reach groups (non- believers)
  12. 12. Scoring High • Benefits – Win the awards and recognition deserved for the offered services and benefits • Mechanism – Plan product spex, releases, and launches with the requirements & rules of awards in mind – Act proactively to enhance chances of winning by promoting work, organizing media campaigns, and reaching to target audience
  13. 13. Thank You

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