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Presentation to Tower 09 event, May 2009

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Slides presented by Steph Gray at Cabinet Office event on service transformation and public service reform

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Presentation to Tower 09 event, May 2009

  1. 1. Digital engagement at DIUS: smarter conversations, better outcomes Steph Gray, Head of Engagement [email_address] 020 3300 8166
  2. 2. How many 16-19 year olds regularly watch videos from YouTube? <ul><li>33% </li></ul><ul><li>66% </li></ul><ul><li>75% </li></ul>Source: Forrester for DIUS, Aug 2008
  3. 3. How many 16-19 year olds regularly watch videos from YouTube? <ul><li>33% </li></ul><ul><li>66% </li></ul><ul><li>75% </li></ul>Source: Forrester for DIUS, Aug 2008
  4. 4. What proportion of young people have friends over while they use the internet? <ul><li>20% </li></ul><ul><li>40% </li></ul><ul><li>55% </li></ul>Source: Forrester for DIUS, Aug 2008
  5. 5. What proportion of young people have friends over while they use the internet? <ul><li>20% </li></ul><ul><li>40% </li></ul><ul><li>55% </li></ul>Source: Forrester for DIUS, Aug 2008
  6. 6. How many 13-15s regularly post reviews of products and services online? <ul><li>10% </li></ul><ul><li>40% </li></ul><ul><li>55% </li></ul>Source: Forrester for DIUS, Aug 2008
  7. 7. How many 13-15s regularly post reviews of products and services online? <ul><li>10% </li></ul><ul><li>40% </li></ul><ul><li>55% </li></ul>Source: Forrester for DIUS, Aug 2008
  8. 8. What proportion of employers use wikis for business purposes? <ul><li>12% </li></ul><ul><li>34% </li></ul><ul><li>50% </li></ul>Source: Jigsaw for DIUS, Apr 2009
  9. 9. What proportion of employers use wikis for business purposes? <ul><li>12% </li></ul><ul><li>34% </li></ul><ul><li>50% </li></ul>Source: Jigsaw for DIUS, Apr 2009
  10. 10. Social media = conversations
  11. 11. Profiles Self-publishing Networks Sharing Comments Reuse
  12. 12. Digital engagement = public service use of social media to discuss ideas with customers & partners, deliver information and services, or prompt action
  13. 13. Just another channel… but a two-way channel. With new benefits and risks… which puts more control in the hands of individuals, rather than organisations
  14. 14. Why digital engagement matters <ul><li>Changing media consumption trends </li></ul><ul><li>News, debate, feedback are moving online </li></ul><ul><li>Policymaking becoming more networked </li></ul><ul><li>Demand for fast and cheap insight </li></ul><ul><li>Rising expectations of participation </li></ul>
  15. 15. Having more interesting, open conversations with our partners and customers can help us to understand the issues more clearly, make better policy and deliver it more effectively. The DIUS vision for digital engagement:
  16. 16. <ul><li>Listening to public debate </li></ul><ul><li>Identifying issues and influencers </li></ul><ul><li>Gathering ideas </li></ul><ul><li>Understanding problems </li></ul><ul><li>Prioritising areas for action </li></ul><ul><li>Bringing policy coalition together </li></ul><ul><li>Designing solutions </li></ul><ul><li>Refining policy proposals </li></ul><ul><li>Extending communications reach & span </li></ul><ul><li>Rapid, cost-effective delivery channels </li></ul><ul><li>Evaluation and feedback </li></ul><ul><li>Sustaining relationships </li></ul>
  17. 17. Listening Sharing Conversing Collaborating Reading blogs, searching social networks, subscribing to feeds Publishing documents and data, uploading podcasts and photos Commenting in forums, blogging, answering questions Developing partnerships, drafting documents, facilitating 3rd party activity
  18. 18. Audiences’ networks PRIVATE PUBLIC, MANAGED PUBLIC, INFLUENCED Partners’ networks Corporate social media channels Corporate website & Directgov/BL Collab-oration spaces Intranet
  19. 19. URL: google.com
  20. 20. URL: twitter.com/LordDrayson URL: audioboo.fm/profile/lorddrayson
  21. 21. URL: talk.dius.gov.uk/blogs/studentlistening
  22. 22. URL: interactive.dius.gov.uk/innovationnation
  23. 23. URL: thestudentroom.com/maturestudents
  24. 24. URL: altogethernow.ning.com
  25. 26. Making it happen
  26. 27. Awareness Interest Need Access What are these approaches? Capability How could we apply them to our work? Where are the opportunities for me? Can I use the tools? How do I do it? RECOGNITION IMPLEMENTATION
  27. 28. Educate Enable Engage Promote
  28. 29. <ul><li>Interactive websites need interactive organisations </li></ul><ul><li>Focus on the content, not the platform </li></ul><ul><li>Be honest about purpose, scope and boundaries </li></ul><ul><li>Moderate sensitively and protect carefully </li></ul><ul><li>Make it enjoyable: not a creepy treehouse </li></ul>Lessons learned
  29. 30. Public Sector Innovation policy <ul><li>Promoting innovation across public sector </li></ul><ul><li>Working with Cabinet Office PSR group and delivery partners (e.g. NESTA, National School for Govt, Design Council) to deliver tools or interventions to help build Whitehall capability to innovate </li></ul><ul><li>Contact: Raj.Sivalingam@dius.gsi.gov.uk </li></ul>
  30. 31. What does the future hold?
  31. 32. Customer feedback and ideas online URL: en.community.dell.com
  32. 33. Services based on trust and reviews URL: couchsurfing.com
  33. 34. Public servants doing it for themselves URL: twitter.com/marilyneb
  34. 35. http://sandbox.dius.gov.uk

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