MA DGS 2015 Presentation - Citizen Engagement Franco Amalfi

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

Citizen Engagement

Franco AmalfiDirector, Digital Engagement StrategyOracle Public Sector North America

Boston, November 2nd, 2015

Oracle Confidential

Copyright © 2015 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential 2

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. |

Delivering Service to Citizens is Changing

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1980s 1990s 2000s 2010s

EmpoweredEmployees

Digital isHumanized

KnowledgeEverywhere

Internet ofThings

Mobile as Primary Channel

Cross-ChannelService

WHAT’S NEXT

what’s

CHANGED3


Empowered Citizens

4

Always Connected, Always Sharing, Always Aware

COMMUNICATION HAS CHANGED

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Digital Citizen Engagement

“A digital citizen refers to a person utilizing/using information technology (IT) in order to engage in society, politics, and government participation…those who use the Internet regularly and effectively.” Wikipedia

5Oracle Confidential

Information SharingReal-Time

Transactions

Online Communities Customer Service


Disruptive government Thinking differently about government

Traditional DisruptiveGovernment is a monopoly “If government can’t do it, then get out of the

way

Government’s 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

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Traditional DisruptiveDigital 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.”



MY ACCOUNT

LOG IN

SELF-SERVICE

USER ID

PASSWORD

LOG IN

XXXX.XXXX

**************

MICROSITES

REGISTER

EMAIL CAMPAIGNS

MOBILESOCIAL NETWORKS

It’s Now About Digital PresenceConvergence of Digital Channels


Digital in the USASnapshot of key digital indicators – January 2015


320 MILLION

TOTAL POPULATION

URBANISATION: 82%

FIGURE REPRESENTS TOTAL NATIONALPOPULATION, INCLUDING CHILDREN

Sources: We are Social – Compendium of Digital Statistics – January 2015; Wikipedia; InternetLiveStats, InternetWorldStats; Facebook, Tencent, VKontakte, LiveInternet; GSMA Intelligence

280 MILLIONPENETRATION: 87%

FIGURE INCLUDES ACCESS VIAFIXED AND MOBILE CONNECTIONS


FIGURE REPRESENTS ACTIVE USERACCOUNTS, NOT UNIQUE USERS

329 MILLIONVS. POPULATION: 103%

FIGURE REPRESENTS MOBILESUBSCRIPTIONS, NOT UNIQUE USERS


FIGURE REPRESENTS ACTIVE USERACCOUNTS, NOT UNIQUE USERS

ACTIVE INTERNET USERS

ACTIVE SOCIALMEDIA ACCOUNTS

MOBILE CONNECTIONS

ACTIVE MOBILESOCIAL ACCOUNTS


We Need To Adapt To The Needs of Each Generation



UtilitiesPublic Works

Accounts Payable

Transpor-tation

PublicSafety

Public Records

Tax/Revenue Management

Human Capital

Management

Social Services

Eligibility

EmployeeRecords

PR

IVA

CY

& S

ECU

RIT

YM

ISSION

AP

PLIC

ATIO

NS &

SERV

ICES

INFRASTRUCTURE/CLOUD/SERVICE DELIVERY

ANALYTICS

Web Presence Modernization

Rich Mobile Applications

Self-Service,Process Automation

Digital Outreach &

Communications

DATA

Web Mobile Social Service Center Contact Center Field Service I of T


Digital Engagement

Platform

CITIZEN

PROFILEP

UB

LIC

CO

NST

ITU

ENT

DAT

AIN

TERN

ET SERV

ICES


Sample Use Cases

Human Services Emergency Response Housing Authorities

Law Enforcement TransportationHealthcare



Citizen EngagementFocus on simplifying doing business with government

Make it Innovative

Engage citizens in new ways that help your organization better deliver on its mission while achieving cost savings

Make it Seamless

Create a seamless multi- channel experience that allows your citizens to reach you whenever and however they want

Make it Tailored

Provide the right experience to your citizens based on the channel selected and contextualize it to their needs

LOGIN




Traditional DisruptiveGovernment is a monopoly “If government can’t do it, then get out of the

way

Government’s 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 DisruptiveDigital 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.”



Return on

Community

It’s All About Adding Value to Our Constituents


Documents

MA DGS 2015 Presentation - Citizen Engagement Franco Amalfi