Citizen Connect is Deloitte Digital's solution to improve citizen engagement with government services. It aims to address the fragmented experience citizens face having to navigate multiple government websites and systems. The solution creates a single platform where citizens can search for information, apply for services, and view the status of applications across agencies from one integrated system. It also uses citizens' data, with their consent, to proactively notify them of new or relevant services based on their personal information and "life events". The platform is designed to improve usability, reduce duplicative data entry, and offer a more streamlined experience for citizens interacting with different government bodies.

1. Citizen Connect
Deloitte Digital’s Response to Citizen Engagement
“The Citizen* as the Integrator”
Government’s approach to self-service is often siloed
along agency/service lines, which can provide an
inconsistent experience for its citizens. As a result, the
citizen may become an unintentional and frequently
unhappy self-integrator of government services. They
can be redirected from one static website, or even from
one physical building, to another, and have to keep
track of different user-IDs, to-dos, web links and status
of applications. People who share their journeys may be
kind enough to post helpful hints on social media to assist
the next person in navigating a particular life event such
as how to get a driver’s license or how to register their
business. For the most part though, many citizens are on
their own in navigating these experiences. Even though
some governments are starting to innovate in
this area and offer easy-to-use service guides to their
citizens, the general public is still searching for more
streamlined, quality, services.
“The Silo Reality”
Many government entities are built around the concept
that agencies should primarily focus on their own services,
for their own set of users. This inherently translates to
a limited view of how a single citizen engages with the
government from a 360-degree viewpoint. The result is
that many citizens often engage with public sector entities
in a disparate, fragmented manner. In addition, it can
mean that some government entities are losing money
on duplicative processing of information and not taking
advantage of analytics and intelligence across systems that
enable government to be more effective and efficient
with fewer resources.
“Safety First”
Linking data and information to create a better citizen
experience is no small challenge, neither technically
nor philosophically. Even if it were easy to connect all
government systems and link citizen records together,
privacy concerns would still exist. This leads to a
conundrum — those governments that want to provide
a seamless experience for its citizens are likely to run
into roadblocks in creating a common system of record
for a citizen due to privacy implications of such a
comprehensive system. Through innovative technology,
Deloitte has uncovered a way to help address this
concern by linking data across protected, encrypted data
stores that do not require a “golden record” for each
citizen. This helps protect the anonymity and privacy of
the very citizen that the government works to protect,
while also helping to reduce duplicative data entry for
citizens and providing a central point for interacting with
government agencies.
“Enter the Vault”
Moving to this new reality, or what some might believe
is a greatly improved citizen service experience, involves
adding new citizen engagement capabilities such as:
• Support the finding of information through life
events or other categorization that is meaningful to the
citizen, not based on how government silos have often
been established
• A wizard-based system to guide the citizen through an
intelligent decision flow to get them to what they need
• The ability to apply for government services from
a single user interface, with access to see the status
of various pending applications without going to
multiple websites
• Ability to interact with government agencies through
web, mobile and social-enabled channels
• Connections to social media to allow for collaboration
amongst citizens and government
• The ability to securely store personal information in one
place, where it can be maintained, but only passed into
application forms or guides with the citizen’s consent
Businesses
Leg
al
FormsLicenses
Public
Safety
VoteBenefits
Transp
ortation
ConsumerEducation
Citize
nship
Social
Support
Networking
“The Expectation Gap”
Today’s effective business models need a comprehensive view of the customer — one that enables both self-
service and proactive, customer-centric support services. Many existing customer management solutions for
government are often immature, undeveloped and duplicative — and have not always been able to keep up with
technology advances which drive the application of new customer service models across multiple industries.
Government’s inability to meet their customer’s growing needs around mobile, social and customized access to
services continues to be an ongoing and ever evolving challenge for many public sector clients. Today’s citizens
are adopting new social and mobile technologies, driving the hyper-growth in areas such as social media and
mobile accessibility. This is drastically increasing the ‘expectation gap’ for those governments still struggling
to establish basic services. These expectations, combined with the continued challenges of delivering quality
services to citizens in the most efficient, effective and elegant manner, are driving changes in the way many.
*Citizen in this context refers to all residents, constituents, and members within
a community that abide by local laws, policy and regulation regardless of their
national origin or citizenship.

2. “Keeping Citizens Connected”
Deloitte’s Citizen Connect solution can help bridge the ‘expectation gap,’ cross
government silos, and secure citizen data. The solution is a next-generation citizen
engagement platform for citizens looking for government services by providing a
single gateway rather than directing people to multiple government websites for the
information and services that they need. This can present value not only to citizens,
but also to many government entities that spend a significant amount trying to reach,
communicate and connect with citizens. The Citizen Connect solution is designed to
help government agencies provide effective customer management services while also
enhancing navigation through multiple agencies. The solution collects data in one
place that has typically been duplicated across agencies, and uses this information to
proactively communicate new information to citizens in a real time format.
This platform is able to integrate with legacy systems, including those that are
not web-enabled, by pushing client information and receiving alerts through
standards-based services.
Consent
Store your personal
information that is
visible only by you
Connect
Get help or
support
live or offline
My Trip
My Health
My
Business
My Ride
My Money
My
Community
My Job
My Home My Family
My
Education
My
Citizenship
My Rights
Find
Search for
information
accross agencies
Collaborate
A single Inbox for
interactions with
government
agencies
Fill
Fill any
application
without leaving
the site
Citizen Connect This offering provides a single, streamlined platform that aggregates
applications for citizens to engage in the services they desire while minimizing
duplication of data entry across multiple systems. By centralizing data entry,
citizens can experience a common look and feel although each application is
still owned by the individual government entity. Data is prefilled only with the
consent of the citizen. The solution is designed for ease of use, and includes
proactive notifications within a citizen’s account that are driven from the data
contained within the user’s vault, the repository of household member details.
Key features include:
• Built-in mobile access providing citizens with on-the-go access to services
• Intelligent search to help find specific information quickly and accurately
• Feeding content to downstream systems such as legacy applications
• Notifications proactively communicate new information to citizens
• Smart triggers suggest services based on information available about
the household
• Federated application forms help avoid downloading multiple, disparate
applications to access government services
Streamlined
User Experience
A single platform provides a
standardized user experience for
citizens even though data is going
across multiple systems.
Removing
Duplicative
Data Entry
The system collects data typically
duplicated across agencies in a
single platform.
Proactive
Life Event
Management
The system recognizes what services
to trigger based on each citizen’s
unique situation.
Mobile and
Social-Enabled
The solution architecture is built using
design principles to enhance the user
viewing experience across a wide
range of devices including mobile
phones and tablets. In addition, there
are social capabilities which permit
community-building and encourage
citizens to help each other.
Cost
Effectiveness
The solution consolidates the
technology footprint, which can
decrease total cost of ownership,
improve integration costs, and
reduce printing and mailing costs.
Time to Market The solution is based on a 100%
cloud platform and can be deployed
and configured in a timely manner.
Agility to
Address Evolving
Requirements
The system has been built on a
flexible and configurable platform
that allows our solution to adapt to
evolving/future requirements.
Complementary
to Existing
Systems
The solution is designed to
complement your existing IT
environment, rather than necessitate
potentially costly legacy system
replacement projects. We can even
integrate to your existing websites
if you already have investments in
certain online services.
For more information on Citizen Connect:
Sanjay Shah Kevin Armstrong
+1 916 276 4390 +1 250 686 4848
sashah@deloitte.com karmstrong@deloitte.ca
Kristin Russell Kort Crosby
+1 303 885 6619 +1 708 860 3982
krrussell@deloitte.com kocrosby@deloitte.com
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