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Citizen Engagement
Franco AmalfiDirector, Digital Engagement StrategyOracle Public Sector North America
Boston, November 2nd, 2015
Oracle Confidential
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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
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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
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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
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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
Oracle Confidential 6
Copyright © 2015 Oracle and/or its affiliates. All rights reserved. |
Disruptive government Thinking differently about government
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.”
Oracle Confidential 7
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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
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Digital in the USASnapshot of key digital indicators – January 2015
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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
186 MILLIONPENETRATION: 58%
FIGURE REPRESENTS ACTIVE USERACCOUNTS, NOT UNIQUE USERS
329 MILLIONVS. POPULATION: 103%
FIGURE REPRESENTS MOBILESUBSCRIPTIONS, NOT UNIQUE USERS
160 MILLIONPENETRATION: 50%
FIGURE REPRESENTS ACTIVE USERACCOUNTS, NOT UNIQUE USERS
ACTIVE INTERNET USERS
ACTIVE SOCIALMEDIA ACCOUNTS
MOBILE CONNECTIONS
ACTIVE MOBILESOCIAL ACCOUNTS
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We Need To Adapt To The Needs of Each Generation
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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
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Digital Engagement
Platform
CITIZEN
PROFILEP
UB
LIC
CO
NST
ITU
ENT
DAT
AIN
TERN
ET SERV
ICES
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Sample Use Cases
Human Services Emergency Response Housing Authorities
Law Enforcement TransportationHealthcare
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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
Oracle Confidential 13
Copyright © 2015 Oracle and/or its affiliates. All rights reserved. |
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
Oracle Confidential 14
Copyright © 2015 Oracle and/or its affiliates. All rights reserved. |
Disruptive government Thinking differently about government
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.”
Oracle Confidential 15
Copyright © 2015 Oracle and/or its affiliates. All rights reserved. |
Return on
Community
It’s All About Adding Value to Our Constituents
Oracle Confidential 16