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Mobile government slides 29.01.2003


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An early look at how UK government could adapt to increasing use of mobile, particularly SMS messages, and support e.g. reminders for doctor's appointments

Published in: Government & Nonprofit
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Mobile government slides 29.01.2003

  1. 1. 1 2005 … 59 Million wireless ‘net users in Europe New fad? Opportunity? Or Risk? Do it? Or Wait? m-Government More than 70% of UK population have mobile phones 1 billion text a month in UK Hutchison 3G launch delayed until March 03 WiFi hottest technology of 2002 Text up from 20 billion To 27 billion p.a. in Europe
  2. 2. 2 Possible Mobile Usage?(Alan Mather estimates only … no research involved at all) Mobile Users 3G Users Text users MMS Users WiFi Users WAP Users Today200220012000 2004 2005 2006 Key Points •80% mobile usage, but 70% are pay as you go •SMS/Text used by at least 50% of phone users •Wifi is the next “big” mobile technology •3G/Wifi roaming could be big corporate-use growth story
  3. 3. 3 And in amongst that …  Every year  1,000,000 people lose their phones  400,000 drop them in a glass of wine/beer  200,000 flush them down the toilet  Of course …  These will be the first m-government customers  And you have to run a service that keeps track of who has which phone, what services they want and where they live?
  4. 4. 4 Today  Text is the biggest opportunity … and the simplest  Nothing new here, well proven in the private sector  Doesn’t need big investment … many “aggregators” already exist  But there are some limiting factors  Our existing e-government track record  Our ability to integrate technologies  If the mainframe is the limiting factor … should we give up now?  And 65% of corporates have no mobile commerce strategy (says Computer Weekly/Paybox)  So are we early in the cycle?
  5. 5. 5 What’s happening today? (we’re not too early) Public Sector  Pilots at local authority level, e.g. Lancashire bus services  Pilots in Criminal Justice, e.g. Xhibit System  Pilots in hospitals, e.g. Nofolk  e-Voting pilots in local elections  Food Standards Agency alerts  Congestion charge payments in London  Content updates notified by text on some websites Private Sector  Hottest thing for  MTV, Big Brother, Capital Radio etc  Vodafone m-pay (pilot)  … travel offers  AA Traffic reports  Weather reports  Opera web browser for 7650  Photo messaging (nearly)  Japan … mobile dating!  And ringtones, of course
  6. 6. 6 Text  What does a text message cost to send?  10p?  5p?  How about £625 per megabyte!  And that’s if you use every single one of the 140 spaces available  At that price, you’d better make sure it’s important! One hundred and forty letters. If you’re used to writing leaflets or guidelines, that is really not much space. No wonder kids 2day use shortcuts 2 gt the pnt ax.
  7. 7. 7 Cost Justification Figuring out an ROI for e-government is often hard … But: Missed hospital appointments  £280? Putting a letter in an envelope  £3? Confirming a booking  £20? And this is just your end of the costs
  8. 8. 8 Major Issues To Consider (Before you take the leap) ?  Our e-government track record is not great  In the take-up stakes we rank behind only Hungary and Poland  We have 1,800 (and growing) websites … people already can’t find what we have to offer  People have to opt-in to mobile, it’s an intrusive service  Why would people want e-government on a “small screen”, when they don’t want it on a “big screen”
  9. 9. 9 Because … you offer  Services that:  Have high value to the customer. They are personal.  Are time critical. They need to know now.  Or time saving. If I tell you right now, life is easier.  Are simple. An easy message to get across.  That are minimally interactive. No dialogue wanted.  And that can be accessed …  Via the Internet  From the call centre (for follow-ups, confirmations)  Or direct from their mobile phone
  10. 10. 10 Minor Issues – for you  140 characters  Since when was government ever brief?  Spam  Only valuable messages to be sent … (really?)  Delivery is not perfect  91.6% deliver on time … Some texts never make it  It could get a bit too interactive  People may reply … what do you do then?  Do you have check points in your processes  Or is this a manual overhead?  Text costs money  You pay 5p in bulk … that can add up  Phone numbers change  How do you stay up to date?  Government is not joined up  What does a trusted Government phone number look like?  And how many do we need?  Phones get stolen  What’s the worst that could happen?
  11. 11. 11 So What Does OeE Do?  Delivers guidelines on multi-channel delivery  Channel policy already available … we need to do an implementation guide  Solves the “trusted government number” problem  One number for government? Or one prefix?  Promotes your efforts …  and encourages others to do the same  Provides an infrastructure  Government Gateway web service in pilot
  12. 12. 12 Tomorrow?  Health  Urgent calls for blood types  Doctors giving interim updates on tests  Confirming your booking, reminder ahead of time  Local  Report an abandoned car … location based  Job application matches, auto-appointment setting (after all, it’s no different from online dating)  Education  Notification of exam results  Benefits  Application received … benefit in the bank  Other  More voting, polling and instant feedback services  Phone becomes authentication token
  13. 13. 13 Next Steps  Do a pilot …  Bear the issues in mind though … Please, please, don’t give us another 1,800 website problem  This will quickly tell you  Which checkpoints you need to build into your workflows  But m-government, by itself, does little  It’s part of an integrated, cross-channel, cross- department, customer-focused strategy.  Don’t just do it because you can, do it because it complements what you are already doing