MA DGS 2015 Presentation - Citizen Engagement Franco Amalfi

Citizen Engagement
Franco Amalfi
Director, Digital Engagement Strategy
Oracle Public Sector North America
Boston, November 2nd, 2015
Copyright 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
Why Are We Here Today?

The growth of social media, mobile, analytics and
cloud computing has become a watershed
moment for government organizations as it has
ushered us in the age of the empowered citizen.
Citizens want to interact with

government the same way
they do with any company
Copyright 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential
Delivering Service to Citizens is Changing

Empowered
Employees
Digital is
Humanized
1980s
1990s
2000s
2010s
Knowledge
Everywhere
WHATS NEXT
Internet of
Things
whats
CHANGED
Mobile as
Primary Channel
Cross-Channel
Service
Empowered Citizens
Always Connected, Always Sharing, Always Aware
COMMUNICATION HAS CHANGED
Digital Citizen
Engagement
A digital citizen refers to a person utilizing/using
information technology (IT) in order to engage in

society, politics, and government participationthose
who use the Internet regularly and effectively.
Wikipedia
Information Sharing
Real-Time
Transactions
Customer Service
Online Communities
Disruptive government
Thinking differently about government
Traditional
Disruptive
Government is a monopoly
If government cant do it, then get out of the

way
Governments role is to educate, protect &

serve the community
Government must increasingly help the

community to help itself
Client interactions are based on discrete

transactions and life events.
Death of the Transaction: Client interactions

occur frequently, based on app-style of
interaction
Government is a retailer
Government becomes increasingly a

wholesaler
Government is a monolithic corporate structure
Government as a platform
Traditional
Disruptive
Digital as an afterthought: No change to policy

decisions
Design digital services in the very fabric of

government policy
Workplace reform is an industrial relations

issue.
Workplace reform is about reinventing the

workplace
Structure = organizational chart
Structure = management + leadership +

governance + culture
Clearly defined requirements will drive clearly

defined outcomes
Every outcome impacts every other outcome.

Work processes need to be organic
Mobility is all about phones and tablets
Mobility is about the Internet of Everything.
Its Now About Digital Presence

Convergence of Digital Channels
SOCIAL NETWORKS
MOBILE
SELF-SERVICE
USER ID
XXXX.XXXX
PASSWORD
*************
*
LOG IN
MICROSITES
EMAIL CAMPAIGNS
REGISTER
MY ACCOUNT
LOG IN
Copyright 2015 Oracle and/or its affiliates. All rights reserved. |
Digital in the USA
Snapshot of key digital indicators January 2015

TOTAL
POPULATION
ACTIVE INTERNET
USERS
ACTIVE SOCIAL
MEDIA ACCOUNTS
MOBILE
CONNECTIONS
ACTIVE MOBILE
SOCIAL ACCOUNTS
320 MILLION
280 MILLION
186 MILLION
329 MILLION
160 MILLION
URBANISATION: 82%
PENETRATION: 87%
FIGURE REPRESENTS TOTAL NATIONAL

POPULATION, INCLUDING CHILDREN
FIGURE INCLUDES ACCESS VIA

FIXED AND MOBILE CONNECTIONS
PENETRATION: 58%
FIGURE REPRESENTS ACTIVE USER
ACCOUNTS, NOT UNIQUE USERS
VS. POPULATION: 103%

FIGURE REPRESENTS MOBILE
SUBSCRIPTIONS, NOT UNIQUE USERS
PENETRATION: 50%
FIGURE REPRESENTS ACTIVE USER
ACCOUNTS, NOT UNIQUE USERS
Sources: We are Social Compendium of Digital Statistics January 2015; Wikipedia; InternetLiveStats, InternetWorldStats; Facebook, Tencent, VKontakte, LiveInternet; GSMA Intelligence
We Need To Adapt To The Needs of Each Generation
10
PRIVACY & SECURITY
Rich Mobile
Applications
CITIZEN
DATA
PROFILE
Self-Service,
Process
Automation
Digital Outreach
&
Communications
INTERNET SERVICES
Web Presence
Modernization
MISSION APPLICATIONS & SERVICES
Digital
Engagement
Platform
PUBLIC CONSTITUENT DATA
ANALYTICS
INFRASTRUCTURE/CLOUD/SERVICE DELIVERY
Utilities
Public
Works
Web
Accounts
Payable
Mobile
Transportation
Social
Public
Safety
Public
Records
Service Center
Tax/Revenue
Management
Contact Center
Human
Capital
Management
Field Service
Social
Services
Eligibility
Employee
Records
I of T
11
Sample Use Cases
Human Services
Law Enforcement
Emergency Response
Healthcare
Housing Authorities
Transportation
12
Citizen Engagement
Focus on simplifying doing business with government
LOGIN
Make it Seamless
Make it Tailored
Make it Innovative
Create a seamless multi- channel

experience that allows your
citizens to reach you whenever
and however they want
Provide the right experience to

your citizens based on the
channel selected and
contextualize it to their needs
Engage citizens in new ways

that help your organization
better deliver on its mission
while achieving cost savings
13
Traditional
Disruptive
Government is a monopoly
If government cant do it, then get out of the

way
Governments role is to educate, protect &

serve the community
Government must increasingly help the

community to help itself
Client interactions are based on discrete

transactions and life events.
Death of the Transaction: Client interactions

occur frequently, based on app-style of
interaction
Government is a retailer
Government becomes increasingly a

wholesaler
Government is a monolithic corporate structure
Government as a platform
14
Traditional
Disruptive
Digital as an afterthought: No change to policy

decisions
Design digital services in the very fabric of

government policy
Workplace reform is an industrial relations

issue.
Workplace reform is about reinventing the

workplace
Structure = organizational chart
Structure = management + leadership +

governance + culture
Clearly defined requirements will drive clearly

defined outcomes
Every outcome impacts every other outcome.

Work processes need to be organic
Mobility is all about phones and tablets
Mobility is about the Internet of Everything.
15
Its All About Adding Value to Our Constituents
Return on
Community
16

MA DGS 2015 Presentation - Citizen Engagement Franco Amalfi

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

MA DGS 2015 Presentation - Citizen Engagement Franco Amalfi

Uploaded by

Copyright:

Available Formats

Citizen Engagement

Why Are We Here Today?

Citizens want to interact with

Delivering Service to Citizens is Changing

COMMUNICATION HAS CHANGED

information technology (IT) in order to engage in

Thinking differently about government

If government cant do it, then get out of the

Governments role is to educate, protect &

Government must increasingly help the

Client interactions are based on discrete

Death of the Transaction: Client interactions

Government becomes increasingly a

Government is a monolithic corporate structure

Thinking differently about government

Digital as an afterthought: No change to policy

Design digital services in the very fabric of

Workplace reform is an industrial relations

Workplace reform is about reinventing the

Structure = organizational chart

Structure = management + leadership +

Clearly defined requirements will drive clearly

Every outcome impacts every other outcome.

Mobility is all about phones and tablets

Mobility is about the Internet of Everything.

Its Now About Digital Presence

Copyright 2015 Oracle and/or its affiliates. All rights reserved. |

Digital in the USA

Snapshot of key digital indicators January 2015

FIGURE REPRESENTS TOTAL NATIONAL

FIGURE INCLUDES ACCESS VIA

VS. POPULATION: 103%

We Need To Adapt To The Needs of Each Generation

PRIVACY & SECURITY

MISSION APPLICATIONS & SERVICES

PUBLIC CONSTITUENT DATA

Sample Use Cases

Create a seamless multi- channel

Provide the right experience to

Engage citizens in new ways

Thinking differently about government

If government cant do it, then get out of the

Governments role is to educate, protect &

Government must increasingly help the

Client interactions are based on discrete

Death of the Transaction: Client interactions

Government becomes increasingly a

Government is a monolithic corporate structure

Thinking differently about government

Digital as an afterthought: No change to policy

Design digital services in the very fabric of

Workplace reform is an industrial relations

Workplace reform is about reinventing the

Structure = organizational chart

Structure = management + leadership +

Clearly defined requirements will drive clearly

Every outcome impacts every other outcome.

Mobility is all about phones and tablets

Mobility is about the Internet of Everything.

Its All About Adding Value to Our Constituents

You might also like