Service Delivery via Gov 2.0

What is Gov 2.0 and how does it affect Contact Centre Service Delivery?

Presenter | Jeremy DicksonMinistry of Economic Development

• What’s Gov 2.0? • Where we have been• Where we are now• Where we are going

Outline

In summary…. Gov 2.0 defined

"Government 2.0 is not specifically about social networking or technology based approaches to anything. It represents a fundamental shift in the implementation of government - toward an open, collaborative, cooperative arrangement where there is (wherever possible) open consultation, open data, shared knowledge, mutual acknowledgment of expertise, mutual respect for shared values and an understanding of how to agree to disagree. Technology and social tools are an important part of this change but are essentially an enabler in this process."

Service Evolution

Phone1876 Internet

One Way1990s

Internet two way

2000

Fax1980s

Telegraph 1832

Postal

Office

Public Square 200BC

Internet every wayDigital Public Square

NOW

Digital Public Square• Where we are now (even if we don’t know it)• Everyone has a voice and the opportunity to contribute. • Will we let people add to the conversation..?•Impact for Contact Centres…..

Impact = Opportunities

Eng

agem

ent

Partnerships (collaboration)

Transparency

Gov 2.0 loop

Transparency

• Openness with feedback• Request a call• View progress of service requests• Ownership of service• Open Data

Engagement

• Staff• Feedback• Continuous Improvement• Forums• Blog

Engagement

Social Media

‘The ability for anyone to hear anything, and say anything to everyone’ @mattlane

Partnerships

Lessons

• Expectations are changing• Discussions are happening without us• Even when we provide channels for user input, discussion will still happen without us.But ignore these at your peril.• We have relatively less control now• We must view this as an opportunity

Our Journey

1. Online2. Two way communication3. Open Source 4. Opening up engagement5. …..

Service Delivery via the Gov 2.0 model

TransparencyEngagementPartnerships

Transparent, open service delivery

A voice in the delivery of service

Ability to request recorded calls

Feedback published Symposium Business

Reporting Schedule a call

Connecting callers with the last advisor they spoke to

Companies Blog

View process of online service requests

Multiple feedback channels

Unified Comunications

SSC Drivers of Satisfaction

• The service experience met your expectations • It's an example of good value for tax dollars spent

Thank You

www.companies.govt.nzwww.twitter.com/companiesofficewww.facebook.com/companiesofficeJeremy.dickson@business.govt.nz

• Subscribe to social media• Come up with a Social Media strategy (call it an engagement strategy)• Come up with Gov 2 strategy• Subscribe to social media• Open up your service….