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Omni-Channel: i.e. the Channel that
Citizens Find Convenient to Use

Social media

Information
Searches

Mobile

email

Ki...
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Omni-channel shift in government to citizen experience

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Social media, mobile, cloud and big data and analytics are changing citizen experience of government services. It is not about the channels imposed by the government, it is about the channel that the citizen finds more convenient

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Omni-channel shift in government to citizen experience

  1. 1. Omni-Channel: i.e. the Channel that Citizens Find Convenient to Use Social media Information Searches Mobile email Kiosks in commercial partners’ POS Low Volume, high touch, high complexity end-toend transactions Contact center Face-to-face © IDC Government Insights. Reproduction is forbidden unless authorized. All rights reserved. Web selfservice Page 1

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