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Engaging with Government


Tom Petrash Executive Director, Public Sector IBU

What is Citizen Engagement?

The sum of all interactions a citizen has with a government agency over the duration of their relationship with that agency.

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Why do Citizens Engage?


Need - Want

Required - Compliance

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How Do Citizens Engage?

Office/Channel

Face-to-Face

Contact Center

Web

Kiosks

Mobile

Tablets

Social

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What creates a Great Citizen Engagement?


Connected & Multi-Channel Interactions Highly Responsive & Proactive Services

Consistency
Personalized Journey

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Insert Information Protection Policy Classification from Slide 13

Examples of Government Products


Knowledge almost Agencies and Authorities

Money Grants, Loans, Subsidy, Housing Benefits VA, Social Security, Social Programs

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What do People think when they think Maine?

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How do we engage with L.L. Bean?

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SO WHAT!

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The Key is DATA Integration

Across ALL Channels of Access


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Single Source, Shared Every Where

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Unique Different
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So Why is Government Different?

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Enabling Compliance

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Key IT Enablers to Increase Compliance

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Social Relationship Management

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Citizen digital body language


Behavioral
visited 6 pages on the website downloaded whitepaper visited landing page registered for an event submitted a form registered using social profile (LinkedIn) opened email & clicked through email

Recreation Professional
#,Hospitality, #DenverEvents #TravelPhotographers, #TravelProffessionals, 500px.com #Swimming , #DenverCityParks, #Scrapbooking, #SchwinnBikes, #25HourFitness, #FreeConcets

Demographics
Mom Age: 25-44 Household income $20k+ Renter Denver, Colorado

Interests
#ChildCare, #Parenting #TravelSantorini, #NationalGeographicChannel, #TopChef, #AmericanIdol #DenverBroncos, #HagenDaz, #CrimsonTide, #Law&Order #AmericasTopModel

Lifestyle
#Target, #Walmart, Care.com, #CheerCoaches, #Yelp!Denver, DateNight.com, #NationalPTA, #DSWShoes, ##Playgroups, #CartoonNetwork

5 Behaviors ofreserved. Successful Modern Marketers

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Examples
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Air Force Personnel Center


Solutions
Raised customer satisfaction levels from poor to very good Moved many personnel programs to new webbased knowledge management service Increased monthly utilization of web knowledge base - over 1 million hits a month More stable, faster and current system that is upgradable in a Cloud hosted environment Combined personnel services improvements with necessary cost reductions

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New York State DMV


Solutions
24/7 Web information self-service to the states citizens and businesses Approximately 3500 to 4000 daily site visitors find answers through selfservice Less than 2% of those visits result in questions via email a 75% overall reduction

Improved service while reducing phone, email, and in-office operating costs

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Key IT Solutions Future of Citizen Engagement


Data Integration No Silos, same data through all channels Predictive Analytics in-memory, real time Policy Automation and Modeling plan outcomes, adjust processes Big Data structured and unstructured data Social compile digital body language profile

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