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Digital Government in the Age of the Customer
Jason Snook, PhD
VIRGINIA GOVERNMENT COMMUNICATORS WINTER CONFERENCE
©2015 CAPTECH VENTURES, INC. ALL RIGHTS RESERVED.
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SOURCE: October 10, 2013, “Competitive Strategy in the Age of the Customer”: Forrester
SOURCES OF DOMINANCE: FORRESTER’S AGE OF THE CUSTOMER
®®@jasonsnook #digitalVA
UK – Digital by Default Service Standard
“Government isn’t building websites, it is
building digital by default services to meet
users’ needs.”Source: https://gds.blog.gov.uk/2014/11/19/digital-marketplace-building-a-digital-by-default-service/
®®@jasonsnook #digitalVA
®®@jasonsnook #digitalVA
®®@jasonsnook #digitalVA
®®@jasonsnook #digitalVA
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How will Virginia Government engage citizens and
business in the Age of the Customer?
#digitalVA
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Digital Government is…
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A Service and a Servant
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Human
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Accessible
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Efficient
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Premium
®®@jasonsnook #digitalVA
What about User Experience?
82%
84%
86%
88%
90%
92%
94%
96%
98%
100%
Existing Desktop Design New Mobile Design New Desktop Design
Avg Success Rate (%)
0
5
10
15
20
25
30
35
40
45
50
Existing Desktop Design New Mobile Design New Desktop Design
Avg Task Duration (sec)
®®@jasonsnook #digitalVA
What about Social Media?
Facebook – civic events and engagement
Twitter – analysis and emergency response
Blogs – proactive messaging and engagement
YouTube – public meetings and presentations
LinkedIn – connecting citizens and communities
Beyond accounts, “likes”, and views
®®@jasonsnook #digitalVA
What about Mobile?
Messaging and Alerts
With mobile phone adoption at 90% and smart phone adoption around 60%, what would a mobile strategy for the Commonwealth look like?
Location-based services
Digital Identity and Privacy
Personalized Information
®®@jasonsnook #digitalVA
What about Journey Mapping?Understanding the omni-channel citizen experience
®®@jasonsnook #digitalVA
What about Agile?
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Thanks and stay in touch!
Jason Snook, PhD
Director of Customer Experience
CapTech Consulting
@jasonsnook
