Hybris Citizen Engagement Accelerator · Hybris Citizen Engagement Accelerator Making it simple for...
Transcript of Hybris Citizen Engagement Accelerator · Hybris Citizen Engagement Accelerator Making it simple for...
Hybris Citizen Engagement AcceleratorMaking it simple for Public Sector organisations to
interact with citizens regardless of channel or device
Stuart Dickinson
CEO, Oxygen
May 2017
Citizens are not satisfied with current “eGov”
In Australia in 2015 12.5% of
people use government digital
services each month
12.5%
… and 55% are disappointed
55%
Source: DTO, Oct 2015 https://www.dto.gov.au/blog/announcing-our-work-programme
Digital Government is not about saving money, it is about productivity gain.”
Malcolm Turnbull2015
“
Stages of digital transformation in Public Sector
Stage 1
eGov Portals Focus
Stage 2
Open Government
Stage 3
Data Centricity
Stage 4
Fully Digital & Omni-channel
Source: Introducing the Gartner Digital Government Maturity Model
Our approach
People
ProcessTechnology
ProcessTechnology
Our approach – People
People
Front-line people
are experts in
citizen outcomes
People
ProjectsInclude front-line
people into the
projects
RoleFront-line people to
be ‘the voice of the
citizen’
OutcomeHave clear citizen
experience outcome
KPIs
Technology
Our approach – Process
People
Process
Parent’s passport with residence permit
Attested Marriage Certificate
Discharge summary from hospital
of mother & child
Parents Emirates ID
Birth Notification
Passport of baby
Baby’s birth certificates (English & Arabic)
Job copy of sponsor/Salary certificate
Attested tenancy and/or house ownership
Health Insurance of baby
1-30 Days:
Arabic birth certificate
from Al Baraha
1 week
Physical Point
of Service
Courier
1 day 2 days 4 weeks 2 weeksn days
Day 3:
Birth notice collected
from private hospital
2 days
Arabic birth certificate
1-30 Days
English birth
certificate from MoH
1-30 Days:
Attestation from
MOFA
Photograph of new born
1 Day to 2 weeks
Citizenship & passport
with embassy
1-120 days
Apply for residency
visa and Emirates
14 days
Collect residency visa
& Emirates ID
Day 0:
Attested Marriage
certificate to Hosp.
Day 1 (Week 1):
Baby is born to
Australian parents
Expatriate – New born baby (current journey)
Day n - x:
All docs loaded at
registration
Day 1 (Week 1):
Baby is born
Day 2 (Week 1):
Foreign passport
arrives by courier
Day 6 (Week 2):
Residency visa arrive
via courier
Courier
2 days 14 days 2 days
Any device
Day n:
Register with hospital
n days
Day 0:
Upload photo of
new born
n days
Authenticating
kiosk
Expatriate – New born baby (future journey)
Life admin
Where is that ‘photo point’?
What was required?
Process
Think from the citizen perspective
Design across all channels
Don’t let the ‘problems’ dictate
your thinking
Sometimes all it takes is a small wording tweak!
1 2 3 4
Our approach – Technology
People
ProcessTechnology
Service. Citizen. Request. Inform.Leveraging data to drive omni-channel engagement
Single view of citizens
Single view of account information
Single view of tax filings and applications
Single view of status
Single view of requests and services
Single view of costs
Single view of refunds
Single Source of Truth
Single Source of Truth
WEB MOBILE CALL
CENTER
SOCIAL SEARCH EMAILPRINTSELF-
SERVICE
AGENCY
ERP TRM CRM HOME
GROWN
DATA
POOLS
APIs & EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
SERVICE DATA MANAGEMENT
COMMUNICATIONS SERVICE & CASE MANAGEMENTCITIZEN SELF-SERVICE
NON-SAP SYSTEMSAP ERP, GRANTOR, SOCIAL SERVICES,
TAX & REVENUE MANAGEMENT
Simplified Front Office for Public Sector with SAP Hybris
WEB MOBILE IN STORE/
BRANCH
CONTACT
CENTER
MARKETPLACE IOT SOCIAL SMS/NOTIFICATION
SEARCH ADS/
SEO
DIGITAL ADS EMAIL PRINT
Key capabilities
Payments (received or paid)
Forms (service request)
Document Management
Bookings
Relationships
Government funded purchasing
Messaging
Tasks
Search (content)
Agnostic services API
Wizards/Calculators
3rd party providers
Our focus is on accelerating citizen engagement projects
Making it simple for Public Sector organisations to interact with citizens regardless of channel or device
Theme Capabilities Level of Government
Whole of Government
focused
Messages
Tasks
Internationalisation
3rd Party Providers
Calculators
Government-funded Purchasing
APIs
Social Experience
Multi-agency focused Activity Feed
Payments (to Citizens)
Tax Experience
Bookings
APIs
Holistic Citizen
Engagement
Wizards
Relationships
Bill Payments
Search (content)
APIs
Service Requests
Release 1
Accessibility
Agnostic APIs
My Account
Document Management
Forms
Bill payment framework City/Local State/Regional Federal/Nation
Technology
Single view of the citizen
Citizen needs a single view
of you
Citizen experience-centric Master Data
Loose coupling between citizen experience and
back office systems
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PREDICTIVE EXPERIENCES
REQUEST
REGISTER
APPLY
FILE
SAVE
COMPLETE
SEND
SHARE
BROWSE
CLICK
OPEN
CLOSE
IGNORE
HOVER
PROFILEIMP
LIC
ITE
XP
LIC
IT
RELEVANCE
NORMALIZATION
LISTENING
ENGAGEMENT
EVENTS FROM
TRIGGERS TO
Blockchain
Most of all, just start and iterate wildly.
Thank you.