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Omnichannel For Government

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Omnichannel for government- better delivery through data!

Published in: Technology

Omnichannel For Government

  1. 1. OMNICHANNEL - GTA GOVTALK Better Delivery Through Data GTA GOVTALK 16 NOV 2016 OMNI-CHANNEL 
 FOR GOVERNMENT:
  2. 2. OMNICHANNEL - GTA GOVTALK QUESTIONS?
  3. 3. OMNI-CHANNEL | GTA GOVTALK JORDAN HIRSCH Director, Strategy Phase2 @jordanhirsch
  4. 4. OMNI-CHANNEL | GTA GOVTALK And why should you care? WHAT IS 
 OMNI-CHANNEL?And why should you care?
  5. 5. OMNI-CHANNEL | GTA GOVTALK OMNI-CHANNELCreating a personalized, frictionless, contextual, & continuous experience for your users regardless of channel, format, location, 
 or device - online & offline.
  6. 6. OMNI-CHANNEL | GTA GOVTALK NOT JUST MULTICHANNEL single channel multi-channel omni-channel
  7. 7. OMNI-CHANNEL | GTA GOVTALKOMNI-CHANNEL | GTA GOVTALK
  8. 8. OMNI-CHANNEL | GTA GOVTALKOMNI-CHANNEL | GTA GOVTALK
  9. 9. OMNI-CHANNEL | GTA GOVTALK SO WHAT?
  10. 10. OMNI-CHANNEL | GTA GOVTALK SO WHAT? Citizens Expect More OMNI-CHANNEL | GTA GOVTALK
  11. 11. OMNI-CHANNEL | GTA GOVTALK What is the risk? SO WHAT? OMNI-CHANNEL | GTA GOVTALK
  12. 12. OMNI-CHANNEL | GTA GOVTALK And why should you care? ELEMENTS OF OMNI-CHANNELTouchpoints+And why should you care?Channels OMNI-CHANNEL | GTA GOVTALK
  13. 13. OMNI-CHANNEL | GTA GOVTALKOMNI-CHANNEL | GTA GOVTALK CHANNELSThe means of an interaction
  14. 14. OMNI-CHANNEL | GTA GOVTALKOMNI-CHANNEL | GTA GOVTALK TOUCHPOINTSA specific point of interaction
  15. 15. OMNI-CHANNEL | GTA GOVTALK OMNI-CHANNEL EXAMPLES Using data to enhance service delivery OMNI-CHANNEL | GTA GOVTALK
  16. 16. OMNI-CHANNEL | GTA GOVTALK BOSTONCityScore
  17. 17. OMNI-CHANNEL | GTA GOVTALK RED CROSSDigital Operations Center
  18. 18. OMNI-CHANNEL | GTA GOVTALK GETTING THEREData, Personas, User Journeys OMNI-CHANNEL | GTA GOVTALK
  19. 19. OMNI-CHANNEL | GTA GOVTALK Image credit: DesignHooks PERSONAS Who are your citizens?
  20. 20. OMNI-CHANNEL | GTA GOVTALK Image credit: Alan Ho How do your citizens access government services? USER JOURNEYS
  21. 21. OMNI-CHANNEL | GTA GOVTALK What do you know about your citizens? DATA AUDIT
  22. 22. OMNI-CHANNEL | GTA GOVTALK How far along are you? CHANNEL AUDIT
  23. 23. OMNI-CHANNEL | GTA GOVTALK Culture + Data BEING OMNI-CHANNEL
  24. 24. OMNI-CHANNEL | GTA GOVTALK STRATEGY • Think about your goals • Plan a strategy to get you there • Use this as a framework to experiment • OMNI-CHANNEL is content. Content needs strategy. Where do you want to go?
  25. 25. OMNI-CHANNEL | GTA GOVTALK DATA Set it free! OMNI-CHANNEL | GTA GOVTALK
  26. 26. OMNI-CHANNEL | GTA GOVTALK CULTURE Don’t “do” omni-channel, 
 BE omni-channel
  27. 27. OMNICHANNEL - GTA GOVTALK QUESTIONS?I’ll be back!

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