This document describes a citizen engagement platform called Novoville that provides digital services to governments to help them better serve citizens. It aims to educate citizens on digital services, make the services high quality so citizens prefer them, and involve citizens in providing feedback. Novoville offers packages that allow governments to accept payments, communicate with citizens, and provide e-services from a centralized dashboard at a lower cost than traditional methods. The platform has experienced growth while addressing challenges of working with governments.

1. Citizen Engagement Platform
Digital Service Delivery for Governments

2. educate people to use
digital services.
make them so good,
that people prefer them.
this saves money

3. make them
co-responsible.
inform and consult with
people as often as possible.
they complain less & rate services higher

4. paymentscall-center garbage comms
citizens
… 100s of services ...
a council simplified

5. paymentscall-center garbage comms
citizens
… 100s of services ...
a council simplified
is customer-care really their thing?

6. paymentscall-center garbage comms
… 100s of services ...
a council today
software software software
citizens

7. paymentscall-center garbage comms
… 100s of services ...
a council today
software software software
no linkcsv
citizens
isolated & difficult to upgrade

8. payments garbage comms
… 100s of services ...
a council with novoville: government as a service
citizens
… modules ...

9. payments garbage comms
… 100s of services ...
a council with novoville: government as a service
citizens
… modules ...
interchangeable
interconnected

10. problem: councils need help meeting the needs of citizens
citizen interactions with councils are expensive, lack engagement
citizens
report problems
pay bills or fines
garbage collection
provide feedback
handling cost
for every visit
£8.60 €3.6
handling cost
for every call
£2.80 €1.2
councilsservices
.
.
.
citizen satisfaction lowest of
any sector in the UK (54.6%)
outcome

11. receive & process payments
consult & communicate
e-frontdesk
Accept and process payments, Let people use apps for
paying their tickets, fines, bills etc.
Access thousands of citizens, campaign across social
media, consult through chatbots, monitor your reputation
Receive forms & reports, respond automatically to FAQs, be
agile, manage resources, make data-driven decisions
novoville offers three packages to solve this
cloud dashboard
real time KPIs from all
interactions
mobile app chatbot website
Citizen Interfaces
£0.30

12. citizens
quality of life
services
metrics
culture of measuring
and its relevance to citizen engagement
improves
improves
improves
how many requests?
response time?
geo correlation?
who needs help?
how well are we doing?
how much are we saving?
...
uses, improves

13. Smart FAQ search
An example, search for info & report an issue
Mobile App
Save up to £5.80 per request straight from your current website or the app, only forward if necessary
Call
center
Chat
operator
Looking for info Fill-up the form
digital physical
1 2 3
FAQ Chatbot Chatbot Agent
or or

14. 4 month pilot

15. 3 x traction of normal consultation at 20% of the cost with 61% re-engagement
An example, consult on facebook messenger using the chatbot
novoville
analytics
1
2
4
3
Council
1. Campaign with SMS, email, Social Media, and the novoville citizen-app, all from our dashboard.
2. Citizens use these channels to give their opinion and then get answers, book, register, pay...
3. View your engagement statistics in real time, publish them back to citizens.
4. Make sense of long-term results and keep re-engaging them with new consultations or services.

16. ● Topic: road safety
● Aim: Increase awareness, get citizen
feedback on proposed changes
● Results:
● 20,000 citizens reached
● 3,300 citizens participated:
● 200% more traction
● 20% of the cost
● 70% re-engagement
● Method: Through our web-chatbot
and FB Messenger.
● Results integrated in policy design
● Duration: 2 weeks
an example
states of guernsey: consultations via chatbot

17. where is novoville today?
changing the way citizens interact with public services
● operating for 32 months with offices in GR & UK
○ engineering in Athens, sales & BD in both
● broke even after 14 months in GR
○ SaaS model based on modules, commissions
● used by thousands of citizens
○ across 46 councils, clients in 4 EU-ish countries
● two rounds of funding: Sep 2016, Oct 2019

18. novoville
the problems so far
relative to all startups
● taxation & legislation
● hiring
● the “greek image” after the crisis
specific to us
● sales cycle & payments
● legacy & closed systems
● culture of risk
what i would like to change
● flat hierarchy
● change part of our sales approach

19. in the next 12 months
○ more engineers in Athens, establish our presence in the UK
○ run the CH, BE projects. Move to FR & GE, more funding?
○ powered by novoville = best way to procure new technologies
become more of a “citizen-first” platform
○ consultations & payments
○ create content
looking forward
growing beyond our expectations

20. the novoville way, testimonial
govtech summit, november 2018, city of paris

21. thank you
fotis talantzis, PhD
ceo, novoville
novoville ltd, 35 Grafton Way, W1T 5DB, London
+44 2074425551 info@novoville.com