precedent. 0 s1tecore· - OGCIO · As experts in digital transformation and digital customer...
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precedent. 0 s1tecore·
Transcript of precedent. 0 s1tecore· - OGCIO · As experts in digital transformation and digital customer...
precedent. 0 s1tecore·
Disclaimer
Sitecore and Precedent accepts no liability for the information provided in this response proposal, or for the consequences of any actions taken on the basis of the information
provided, unless that information is subsequently confirmed in writing.
We discharge our liabilities such as all company name and/or logo displayed in this document belongs to the respective copyright owner. All information submitted is for information only
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precedent. Q s1tecore·
Introduction In this document global digital leaders, Precedent and Sitecore, present the case for an overarching theme to support "Smarter Hong Kong, Smarter Living" strategy
- Citizen Engagement.
We believe this essential to engage with Hong Kong citizens and optimize value from the
infrastructure of the 4 key strategic infrastructure initiatives.
As experts in digital transformation and digital customer engagement we believe that by putting the user at the heart of this strategy, and above individual technology streams and
organizational objectives, Honk Kong Citizens will get the digital government they deserve in
the 'World's best city'.
precedent. Q s1tecore·
The challenge It's the time to re-think the role of digital government and building engagement with Hong Kong citizens digitally.
precedent. Q s1tecore·
Hong Kong is the "best city" in the world
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Hong Kong is ranked as no. 1 city by the Economist Intelligence Unit (EIA) according to EIU's liveability ranking with data from other sources. 25% of the weight of the index is based on criteria such as city's green space, sprawl, natural assets, cultural assets, connectivity, isolation and pollution, and the remaining 75% derives from these five categories, stability, healthcare, culture and environment, education and infrastructure, to make up the EIU's ranking
However, Hong Kong ranked as 64th in the world Happiness Report
Hong Kong ranked as 64th out of 156 countries in the world Happiness Report according to the latest global UN survey on how people rate both their emotions and their lives as a whole.
While Singapore ranked 30th on the list, and other Asian countries such as South Korea ranked as 41th, Taiwan ranked as 42nd and Japan ranked as 43rd,
--:·-:..::~;=-. ... ._. -·- ·-
Digital offers a key tool in changing perceptions and connecting with Hong Kong residents
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With the world-class connectivity
infrastructure and high smartphone adoption, 85% of Hong Kong citizens
have used the Internet in the past 4
weeks, compared with Singapore
(67%), Malaysia (38%), Thailand (41%) and Philippines (30%)
With smartphone and tablet devices
providing convenience for online activities, more citizens are using
tablet devices when they are having
free time at home, and using smartphones during transportation .
Source: http.1fwv.w.nielsen.comfusjenjreportsj2011/hong-krog-digital-behaviour-insights-reporthtml
Hong Kong users have very high expectations for digital
o Global reference points
o High tech economy
o Luxury brands and retail environments
o Connected business environments
o Daily exposure to digital interfaces SOUTce~ of dominance
o Rapid adoption of new technology
o Mobile first Age of dl.strlbulfon
. .
Age of information
Age of the customer
' • Contenders lndu~ 82C:Ama""' Apple,
Googl•
I • 828: Microsoft, B2C: Amazo~ Googe, ' salesfo•ce.com
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Age of manufacturing
BK Fo<d. RCA. P&G 828: Booing. Gl'
82C:Wa~Mart, Toyot• 828: UPS. CSX
Dominant compllnles
Source: Forrest er Research Inc.
and consume constantly on mobile
o Over 7 million in population
o 16.4 million mobile subscribers
o Over 87°/o smartphone penetration
o 39 average number of apps owned, 14
paid app
o Mobile users consume 7.2 hours media
content per day
o 64°/o mobile user's multi-task while
watching TV
o 54°/o mobile users now use mobile as
primary means of going online
.11m Hang Hau
Source jnmobi Global Mobile Media Consumption: Reaching Millennials 4 feb 2013 Census and Statistics Department The Gov of HKSAR End 2011 Office of the Communications Authority HK April 2013 6oogle lpsos Medioer May 2013 Flurry Ana/yrics 2012
However current experiences reinforce perceptions of Hong Kong government
o Old fashioned
o Government centric
o Hard to access
o Disconnected
Online fails to replicate the
outstanding levels of personal
service offered in face to face
interactions with the
government.
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Bad example #1- Hong Kong: Our Home
It is a big PR campaign from Hong Kong Government with the goal to bring positive energy to the society, foster social cohesion and promote care, mutual help and solidarity in the community.
Key Problems:
o Government-centric content: Most citizens only care aboutwhat does it mean to me? Most of
them don't care things like 'Logo
Guidelines' or 'Theme Song'
o Unclear value proposition on the landing page and most citizens
have no idea what is the site for
o Mobile unfriendly1 no responsive
design to adopt difference screen size and mobile devices
o Citizen perception: Although there
are a lot of promotions, awareness is high but the campaign
effectiveness is questionable. It's
an example that Hong Kong
citizens feel the Government has ignored their needs and wants.
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Bad example #2 - Hong Kong Observatory
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Hong Kong weather, Hong Kong citizens care about weather a lot and
it is one of the top key online
activities ..
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Source: http:/ /VMw.nielsen.comfusj enjreports/2011/hrog-krog-digita/-behaviour-insights-report.htm/
Key problems
o Outdated look-and-feel: as if it was built
in 1994 and never updated since then.
o Government-centric design, not citizen-centric design: the information is
not architected according to citizens
information needs and wants
o Too much information on the landing
page and citizens are feeling overwhelming
and unclear of what that means for citizens
life
o Too many banners and logos, however,
most citizens have no ideas and interests in
these banners and logos.
o Citizen perception: Hong Kong Government
has never changed or refused to change to
serve citizens better ~ ' • -'3U--
Bad example #3 - Transportation
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Travel/Transport info is another
popular online activities for Hong
Kong citizens
Source: http:/ / VMw.nielsen.comfusjenjrepCifts/2011/hong-kong-digita/-behaviour-insights-report.htm/
Key problems
o If there is a need for transportation information in Hong Kong, most of the Hong Kong citizens are using their mobile phones to search for information.
o If the citizen is searching for "Shatin to Causeway Bay Hong Kong" on Google mobile search, "Hong Kong eTransport" is on the search result page.
o Poor mobile experience: However, the mobile experience is disappointing. First of all, there is a very long disclaimer page with very small "accept" button. Then, the landing page has not optimized for mobile and very difficult to use.
o Citizen perception: Hong Kong Government has never changed or refused to changed to serve citizens better
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Bad example #4- Poor search results
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Disappointing search results from GovHK portal.
Google search engine has returned much more relevant results, therefore, many Hong Kong citizens prefer to use Google rather than Hong Kong Government websites
Bad example #5 - disconnected mobile experience
GovHK portal has a long list of mobile services and apps.
However, it is questionable how often Hong Kong citizens are proactively visiting this website page to identify if there are any apps or mobile sites that they should bookmark.
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Bad example #5 - disconnected mobile experience
Most Hong Kong citizens start their search
from the popular search engine, such as Google.
Since most of the websites are hosted separately on the mobile sites, it spreads out the traffic and ranking on mobile search.
As the results, citizens are experience very
poor mobile experience as these websites were not supported by adaptive and
responsive designs to address the challenge
of multi-devices and screen sizes.
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The New Category for Change -Citizen Engagement The opportunity should not only be about cost saving or catching up with the latest technologies, it should be focused on giving Hong Kong citizens what they need and want using digital channels to improve public and social values.
Giving them the digital experience they deserve in the 'World's best city'.
precedent. Q s1tecore·
Technology is just an enabler ...
A technology focus risks failing to resolve the underlying challenges of Online Citizen Engagement
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Creating a fifth category- Citizen Engagement
'-· Citizen Engagement to support "Smarter Hong Kong, I
1. ::.:.::..- Smarter Living" strategy -to engage with Hong Kong . ........ citizens and optimize values from the infrastructure of the .......
- - -- .._ ___ 4 key strategic infrastructure initiatives
. - ·· Citizen Engagement Transformation Road map l • • •·•••oc• . .L Personas I Single Customer Perspectives
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Engagement means genuine interaction
en·gage·ment A marketing and advPrti,:iillQ teur1.., _... -that refers to f!.Jpeaningful interaction -.... between a consu,;er 7ina a 1ifand.- -
Source: Wikipedia
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Precedent Persona work for Monash University - see case study
Engagement is NOT about one-way
promotion of Hong Kong Government messages to the citizens, it is more
about the two-way communication to
create public and social values.
Engagement is built on all the little
things of each interaction, and the
details matter a lot, such as
- Services designed around the user
- Joined up experiences
Quality interfaces
Consistent and supportive tone
- Context based delivery
Personalised communications
What does it mean for digital citizen engagement?
Enjoyable
Easy
Personalized eseiVices/ utilities
Citizen-friendly digital presence
Citizen-centric website
First of all, the website design
approach must be changed from Government-centric design to
Citizen-centric design to address
both functional and emotional
needs.
On the functional side, it is
important to ensure the website is offering something useful for the
citizens.
On the emotional side, the website design and look-and-feel reflects
Government's attitudes towards
citizens which is important to change the perception of Hong Kong citizens toward the
Government.
What does it mean for digital citizen engagement?
Enjoyable
Easy
Personalized eseiVices/ utilities
Citizen-friendly digital presence
Citizen-centric website
Hong Kong is one of the most
digitally connected city in the world
and each Hong Kong citizen owns
more than 2 phones (on average). Digital-friendly digital presence
means that it's very easy for citizen to look for information anywhere,
anytime, any devices and screen sizes, within a few seconds.
That includes good navigation and
interactions design, powerful in-site
search engine that returns to relevant search results and a single
technology platform that can support adaptive and responsive design, deliver content intelligently to all
websites, mobile sites, mobile apps,
outdoor digital signage and any
other digital channels
What does it mean for digital citizen engagement?
Enjoyable
Easy
Personalized e-services/ utilities
Citizen-friendly digital presence
Citizen-centric website
Hong Kong Government has invested
heavily in infrastructure, and the key
challenge is really about - how to
promote e-services/utilities to the right citizen at the right time when it
is needed, and realize the public and social values from infrastructure
investment.
As most Hong Kong citizens do not proactively remember the list of e
services/utilities that are offered by Hong Kong Government, however,
when they need it, they will expect to have the ability to get it
immediately.
"Less is more" should be one of the
important principles and
personalization should be the key to
engaging Hong Kong citizens to drive success of the Digital21
Strategy
Finding what you need fast is users primary concern
If citizens have any questions or
needs that relates to Hong Kong
Government, search is always a
starting point.
External search (i.e. SEO), social
search and in-site search are equally
important as citizens can start
search from Google, social media or
HKGov portal.
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And this must work perfectly regardless of device
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• Form {actor awareness that automatkally makes tho navigation dwlco· approp~ate.
• LIX1Jit dftoction. which lOis Slt<>eore serve up goography- and/or country-spodftc contont.
• SuR!nrtsolutlonawormess t hat manages layout and Information flow.
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Sources:
In order to improve search
experience for smartphone users,
Google has published a new
guidelines and plans to change their
ranking algorithms to punish
problematic sites with lower
placement in search results.
It is not recommended to have a
separated mobile website, not only it
spreads out the mobile search traffic
and ranking, but also very different
to share content from mobile
website to PC users.
http:/ / news. met conVS301·1 023_3·57588787·93/make-web-sites-mobtle-friend!y-or-face..google-search-v.171th/ http:jjgoog!ewebmastercentra/.blogspotcomf2013/06/changes-in-rankings-of-smartphone_JJ.html
Personalization is key to continually delighting the user
It is important to initiate a dialogue which resonates with your citizens and, if possible, anticipate their needs and keep them engaged with Hong Kong Government.
Personalization is key to engaging your customers. However personalization comes in many shapes, sizes, and colours. There are different techniques that can be used. Some are easy to master and others demand more effort.
Great value of personalization can be starting from low hanging fruit of rules-based personalization. This type of personalization is based on if ... then ... logic. For example, if a website visitor has searched for "Tax policy in Hong Kong," then the website will show content specifically to answer this question. This is simple to set up and still relevant for citizens.
~ VISITOR IDENTIFICATION
CAMPAIGN LANGUAGE
REFERRAL LANGUAGE REGION
COUNTRY CITY IP ADDRESS
IP OWNER DEVICE OS
KEYWORDS REFERRAL DAY 'l
TIME
It is about going on a journey with your customers, from point solutions to a cohesive citizen engagement
How we succeeded with mobile
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Creating engaging online experiences for ACt 's customers, James Downes, UX Director, Precedent 2012
1'0--- -
Citizen Engagement- Summary Areas of Actions
a) Setting strategic goals for Government digital services
b) Drive changes in both culture and mind-set in offering digital services across different
Government organizations
c) Business process transformation to improve Citizen Experience Maturity level
Initiatives a) Citizen research, persona and citizen journey development
b) Digital content and service design
c) Develop citizen engagement framework, design patterns (and libraries), re-usable content and 1. Digital experience components to allow flexibility and scalability across all Government organization
transformation offering digital services
2. Digital content, a) Engage with constituents by presenting a consistent experience that is optimized across all experience and digital communication channels
Citizen services design b) Personalize the interaction based on a visitor's GeoiP location, search keyword, site behaviour
Engagement 3. Citizen and other factors
engagement c) Enable self-service by moving complex customer interactions online, such as consent
platform and applications and other self-service tasks
technology d) Meet emergency information needs in the wake of earthquakes, hurricanes, floods or other implementation disasters, including direct communication via email and text message
e) Easily accommodate the multi-language needs of citizens and visitors
f) Streamline internal operations by putting power into the hands of everyday users
g) Integrate w ith social media, to immediately understand and gauge community concerns and
sentiments
h) Scale to handle extremely high content volumes
i) Intelligently and automatically re-purposes content and web applications for smartphones,
tablets and any web-enabled device (support both adaptive and responsive designs)
Digital Transformation Key principles to transform the vision to values
precedent. Q s1tecore·
This is a journey of transformation
At lflis first st~ organlzotiOfu hoYt a 1>rochure s.i!t'" prts.enc. on w.b, will emoa compaign GOpabilitits and wtb ortOiyti~s in p&cx.
Customer Experience Maturity Model
Radiate
focus is to dis.tribu!t conttnl oc:rou channels, siOtti!'g with lht most ustd chonn.ls. such os tslablilhif'g o mobile sik ond shari"9 cont.nt on IOCiol nttworh.
Align
Organizations b.gin to olign digitol initio!~ with skol~k obj<Ktivts, wh.te ~itol iocus art shifti"9 lowords och~ng Strot.gic goals
Optimize
Focus is to optimize dig;tol initiotivts, wfltch is initiot«< by bl.ncfing measur.,...t, ~ onolytiu is IMd for oclionoblt in"ghts with txteutton by optimJ.zotion initiot~s. wch os ltUing
ond ptnonolizotJon.
Nurture
Putting tht Ol'lomtr in
focus ond bvild strong rtlotiomhip, hollfli ovtomot.d triggtr boM>d diobgv., whtrt ,..vent oonYenolion hoPf*\s in pttf.rr.d channels..
Atlract Convert
Maturity
Engage
Est®lhh the doJo inftouructure, connecting online & olft.ne cu~m« repos11orie:s into o oentral data hub, where automer ptoflle doto con be occe-uod and used real rime for ref.e.wonl I: I dialogue crou channels
Lifetime customers
U~e intell'9«'oe and ptedktionl to ophmize crau channel~~ elq>Oiienco, by onrlcipoting llle neech of the cv~omer ond timely initiate reMnt
1 1 dialogue
Where Hong Kong government has the opportunity to move from digitally reactive to digitally transformational
Digitally reactive Digitally strategic Digitally transformational
Marketing centric Business wide ' mpact
Daring to be Digital {Adrian Porter, Head of Strategic Research, Precedent 2013
Involving transformation that delivers value across all parts of the organization
DIGITAL CAMPUS --
Digital Transformation {Adrian Porter, Head of Strategic Research, Precedent 2013
DIGITAL CAMPUS
Putting the user engagement at the heart of the idea, before technology streams or organizational goals
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Digital Transformation {Adrian Porter, Head of Strategic Research, Precedent 2013
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Digital Citizen Engagement Model: from vision to value
Strategic Tactical
In considering our response to this brief we have created a 'Digital Citizen engagement model'
which outlines 5 core principles from a strategic level that are reflected tactically to ensure a
high-level of engagement with the Gov HK online presence. These principles follow best-practice
from our own experience of delivering government-specific digital projects and also draw on
best practice examples from around the world, illustrated in the following slides.
Best practice in action # 1
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Effective digital transformation
begins with a clear strategy for
what you are setting out to
achieve and why .
Communicating this through
'digital principles' is how the UK
government started on the project to revolutionise the citizen
experience online. At a tactical
level, the digital principles enabled a drive to consult with users from
the outset, using tools like 'Get
Satisfaction' to gather opinion and
feedback in a public forum - an approach Precedent has also used successfully for government sector
clients such as HS2.
Best practice in action #2
Wetcometo GOV.UK ==- =---
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Responsiveness is key to creating
empowered digital citizens throughout Hong Kong. The key questions here is
'how will our online estate translate
across mobile, tablet and desktop?' By
strategically committing to mobile first approach - where the user experience
is crafted initially with a mobile device
in mind - ensures an accessible design that makes life easy for citizens on the
go.
Tactically, placing search at the heart of the experience reflects a user's
priorities when accessing a government
site - information above marketing calls
to action as this example from Utah demonstrates.
Best practice in action #3
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Enwre there is 011 ecbVe digital leader on depettme.ntaJ end lrensactional agency boards
Read mora 10 lhe StJateg~ I Eiod.out Ydtot deOArtm!nts Jtl
...__ ...... ~ Empower skilled and experienced Service Managers to direct the redesign and operaiJOn of services
Read more in the Strategy I find out v.ftat deoartments are
The most challenging aspect of digital transformation in devolved organisations common to the government sector is how to bring discrete departments on the journey.
Key to this is getting departments to understand the benefits of digital principles and how the proposed changes relate to them at the micro-level - one example of this is creating a set of actions published online which have received commitment from various departments, a transparent and powerful way of demonstrating a real desire for digital change. Tactically, with departmental buy-in the job of creating clear user journeys through a consistent design becomes collaborative and achievable.
Best practice in action #4
Services and information
Driving and transport Benefits lnetudes car tax. MOT and dtiving Ucences rneludes tax etedits. eUgibiUty and appeats
Emotoving peoote Passoorts. trayet and Uvlnq abroaq fnctudes pay. contracts and hirtng tnctuefes reneWing passports and travet
advice by country
Working jobs and oensions Includes holidaY$ and finding a Job
Money and tax InCludes debt and Self Assessment
Cit izenship _and tivinQ. in the UK ~tlng, com
UK, Intemal
Housing and tocat services Owning or renting and couocll seMces
Births. dtaths marriages and care Patenting, civil pa.rtoerstllps. dl\lorce and Lasting Power of Attorney
Closely aligned to a mobile first approach is 'information first'. Critically for government is the understanding of what motivates digital citizens to visit your site.
Recognising that many of your users are likely to be service-led allows you to prioritise services and information. Handling vast amounts of information elegantly at the tactical level requires readability to be a the heart of page design. The example of a user searching for bank holiday dates here shows a clear layout with the most relevant information displayed at the head of the page in this case the next upcoming bank holiday date.
Best practice in action #5
1\tl GOV. UK
-Digital Transformation Digital services so good people prefer to use them
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DirectScot Blog ~ us~ """" on 111e Or«tS«<I pototype
How many websites does
government need?
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"""'how """Jwtb$11C$ dot$~ need? Hor•"$ ' fOU'Id\Cid .. ~ ~¥ed by llhe ScoMI'l~N ..,..."-fo..nd.SP¥1 Ol lht l)tec,~:S«<C ~1 \'lanwlg ~ lhfte's a lot!
When digital services have an impact
on the lives of so many citizens it is
key that government has a
mechanism in place. At Precedent we call this the 'listen, learn,
develop' cycle.
The process of continual
improvement employed by the UK government focused on a period of
discovery and consultation which
allowed for iterative releases of the
site. To keep users engaged, informed and bought-into the
rationale for changes as the happen, a blog site owned by the digital
services team has been shown time
and again to be effective as a
communication tool - as in the example from Direct Scot shown
here.
Case Studies City of Melbourne Monash University Water Corporation NHS Direct High Speed Rail (HS2) The Pensions Regulator
precedent.
Case studies- City of Melbourne
Precedent's UX and design teams colaborati7g on user journeys and UI
Hailed as the world's most liveable city, Melbourne had big expectations to uphold. However the digital experience of the City of Melbourne did not match the vibrant and exuberant city itself. They needed a strategy frame the delivery of a new web presence, which would centre on customer-centric, outcome-focused digital business transformation.
The crucial balance was to ensure that business goals and external audience needs were both met. To ensure this balance was achieved, the strategy project required in depth research to determine what the residents of Melbourne needed and expected from their city council as well as an understanding of the digital landscape of the government sector, alongside a strong visualisation of the future state from a design perspective.
Case studies- City of Melbourne
The digitaly transformational fi.tture state for Czy of
Melbourne
We found that that there were several areas that the City of Melbourne needed to improve upon in order to achieve a world-class digital presence. The usability and functionality of the current website did not provide users with an optimised online experience which required an overhaul of the site's information architecture and welldefined user journeys.
From our in-depth investigation project, we provided City of Melbourne with seven strategic principles upon which to build their digital future. These principles were identified and supported by the user engagement and findings we concluded from user's journeys.
Read the full case study:
precedent co. uk/our-work/city-ofMelboume
Case Study- Monash University
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Monash's web presence currently reflects the size of Australia's largest institution, and its rapid growth. The digital properties of Monash were cluttered, organisationcentric; and as well as not focusing on delivering the best user experience to its audiences, it was also an untenable cost on the business to maintain.
We began by defining a digital strategy for Monash, and developing a programme framework by which to manage the large transformation projects, as well as tactical projects that would ensure continuous business benefit was being delivered. Through following a user-centred design process we built on our existing understanding of Monash, and the higher education sector to develop personas and storyboard a future state experience for key audiences at the university.
Case Study- Monash University
www.monash. edu.au
With several key deliveries an important part of the programme, we have delivered a mobile-first responsive main website for the organisation which we delivered with the Monash team in four months.
The programme is now focusing on delivering a holistic user experience across the whole of the web presence, optimising research, content and technology- an ongoing programme of business change.
Case Study - Water Corporation
www. watercorporation. com.au
Precedent was selected to design and build a new digital presence, as Water Corporation wanted to transform the way they delivered their services to its wide range of audience types. Following a user-centred methodology allowed us to innovate, especially in regards to customers self-serving, and leveraging efficiencies on the operating model.
We have built a number of tools that allow customers to self-serve, providing users with the opportunity to discover more about water efficiency, what plants and products are suitable for their area, and how Western Australia's water supply is sourced.
With any large digital change programme, realising benefits and continually delivering value to the business through digital are the two key factors. The main web project has improved ROI, streamlined workloads and reduced costs in customer and operations centres.
Case Study- NHS
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The driving force behind this project was a desire to provide the public with a viable digital alternative to the popular phone service.
Our team were tasked with ensuring a high quality user experience without adversely affecting the user's access to core functionality and information held on the site. Throughout the design process we drew on user-centred methods, including scripted testing sessions with end users, to ensure that both the public and professional audiences were well-catered for with the new design and structure.
The symptom-checker is the focus of the new site, both from a design and strategic perspective, bringing the essence of the unique NHS Direct service to life. The symptom checker won the award for 'innovation in strategy' at the eGovernment National Awards in 2011.
Case studies- HS2
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Initial site release for High Speed Rai and COl, showing
interactive map and feedback CTAs
Precedent was commissioned by HS2 and the CO!, the UK government's marketing a communications department to deliver the consultation website for the high speed rail programme.
To meet the tight 8 week timescale for the project, we adopted a streamlined consultancy phase to map out the site structure and user journeys, confirm the required functionality and the proposed technical architecture.
Central to this was the design of the site's bespoke response mechanism which allows users to draft, review and submit their questions through the frontend of the site. There is also an option for final approval, giving the user the same level of control over their content as a site administrator- a powerful form of citizen engagement that demonstrated the government's commitment to user feedback on their proposals.
Case studies- HS2
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Further evolution of the HS2 website for phase 2 consultation
http.jjww1-v.hs2.org.ukj
Due to the highly sensitive nature of the consultation process, it was essential that all data submitted through the site was secure. We encrypted all of the data held on the site using algorithms provided by the client to ensure it met the government's strict standards. In addition, and to mitigate against the loss of data, our solution also included both a master and back-up database.
Just as importantly, the site needed to be robust, particularly bearing in mind the high levels of publicity surrounding its launch. We developed a scalable, multiserver solution based on Amazon's EC2 environment.
We have continued to work with HS2 since then to ensure the site continues to develop and serve the information needs for its communities across the UK.
Case studies- The Pensions Regulator
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The Pensions Regulator site with !A targeted to specific user groups.
ww111. the pen sionsregulato,:gov.uk/
The Pensions Regulator works closely with the UK government's Department for Work and Pensions to ensure the public has access to essential information relevant to work-based pension schemes.
This project required the development of a major public information website. We designed and developed over 20 templates for the new Pensions Regulator website. These were extensively tested with users, in particular we tested a range of decision trees that enabled the user to identify the applicability of regulations to their situation.
The templates were delivered using an online brand guidelines website that allowed developers to access and download each of the annotated templates, ensuring high levels of quality demanded by a government-affiliated site in the final delivery.
Additional Government Case Studies
Q s1tecore·
Additional Government Case Studies
--------• - . o Danish Parliament
o Streamlining communication and collaboration
0 http://www. sitecore. net/Customers/Selected-Cu stom ers/ Government/Danish -Pari i am ent. aspx
o Australian Army
o Marches to engage with its people, the Nation and the World
o http: //www.sitecore. net/Customers/SelectedCustom ers/Govern m ent/Austral ian-Army.aspx
o Australian Health Practitioner Regulation Agency (AHPRA)
o Australian Health Practitioner Regulation Agency (AHPRA) launches website
with custom online services for three different groups based on Sitecore.
o http: //www.sitecore. net/Customers/SelectedCustom ers/Govern m ent/AH PRA. aspx
Additional case studies
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o Australian National Audit Office
o Website wins Best in Class for Government at Interactive Media Awards
o http: //www.sitecore. net/Customers/Selected-Cu stom ers/ Government/Australian -National-Audit-Office. aspx
o BIS - Department for Business, Innovation and Skills
o This UKs Government Department developed an attractive, dynamic, and easy to manage site, expected to save BIS and its partners between £4-£5 million over the next four years
o http: //www.sitecore. net/Customers/SelectedCustom ers/Govern m ent/BIS. aspx
o City of Aarhus
o Creating an Organized Site that Offers Citizens Self-Service Solutions
o http: //www.sitecore. net/Customers/SelectedCu stom ers/ Government/ City-of-Aarhus. aspx
Additional case studies
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CSIRO - Transforming internal communications with a personalized intranet.
http://www. sitecore. net/Customers/SelectedCustom ers/Govern m ent/CSIRO. aspx
o Danish Ministry of Employment
o Migration of content and a new site in only six weeks.
o http: //www.sitecore. net/Customers/Selected-Cu stom ers/ Government/Danish-Mini strv-of-Em pi oym ent. aspx
o Gentofte Kommune
o This municipality has improved their site to encourage more people to go online to serve themselves, while remaining compliant to the international W3C standards.
o http: //www.sitecore. net/Customers/SelectedCustom ers/Govern m ent/Gentofte-Kom m u n e. aspx
Additional case studies
--
-o landguiden
o This government database site can now handle online payments, as well as retrieve subscriber information from the subscription service
o http:Uwww.sitecore.net/Customers/Selected
Customers/Government/landguiden.aspx
o NHSDirect
o Improving the digital services available to the public by enhancing the tailored health information provided to patients online.
o http: //www.sitecore. net/Customers/SelectedCustom ers/Govern m ent/N H 5-Direct. aspx
o NHS Direct Mobile Site
o Sitecore Helps NHS Direct Deliver an Adaptive Mobile Experience.
o http: //www.sitecore. net/Customers/Selected-Cu stom ers/ Govern m ent/N H 5-Di rect -M obi I e-Site. aspx
Additional case studies
Royal Navy
o The Royal Navy is the senior service of the United Kingdoms armed forces employing 30,000 sailors, aircrew and marines
o http: //www.sitecore. net/Customers/SelectedCustom ers/Govern m ent/Royai-N aw. aspx
o Scottish Water needs to communicate and engage effectively with customers, and the website is an essential tool for delivering service information and up to date reports on incidents
o http: //www.sitecore. net/Customers/SelectedCu stom ers/ Government/Scottish-Water. aspx
~ ......... o Statistics New Zealand ""'~~ -==-:::=-- ·-·- J '1 - , ::.":'.;:::::.":'::.:'!:",..": ..
_ _ __ : : . :. __ ...;- _; -- o Helping to make statistical information freely available to all New ::-.:.-::-.::---·--- Zealanders ==-=--=-=-=o==--
o http: //www.sitecore. net/Customers/Selected-Cu stom ers/ Govern m ent/Stati sti cs -New-Zealand. aspx
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Additional case studies
!111• ... 11!11•1111!!~ o The Defence Alumni Network (DAN)
o Connects, shares and engages more than 3000 former Defence members.
o http: //www.sitecore. net/Customers/Selected-Custom ers/Govern m ent/Th e-Defen ce-AI u m n i-N etwork. aspx
.---------., o Training and Development Agency for Schools
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o Transforming the website into a key communication tool, becoming the primary information resource, and driving recruitment
o http: //www.sitecore. net/Customers/Selected-Cu stom ers/ Govern m ent/T rain in q-an d-Devel opm ent-Aqen cy-forSchools.aspx
U.S. Department of Energy - Office of Science
o The Office of Science website serves many communities and stakeholders with an organized, efficient, and powerful Sitecore backbone in place.
o http: //www.sitecore. net/Customers/Selected-Cu stom ers/ Government/US-Dept -of-En eray-Offi ce-of-Science. aspx
About us
precedent. www.precedentcom
Precedent is a digital agency established in 1989 by Founder and Chairman- Paul Hoskins (now located in Hong Kong).
The business was established in 1989 and has been delivering digital brand development, digital strategies, websites and digital support services for over two decades. This includes work for UK Central and Local Government.
In 2008 Precedent established its AsiaPacific operations, initially in Perth and then expanding to Perth, Melbourne, Sydney and Hong Kong. We are working with The City of Melbourne, Department of Health WA and many local governments to transform their approach to digital citizen engagement.
0 s1tecore· ww.w.sitecore.net
Sitecore puts the citizen at the centre.
Sitecore is the industry's leading experience platform. It puts the citizen at the centre, providing consistent, intimately connected and relevant digital experiences across all channels: web, mobile, email, social and more.
The Sitecore Customer Engagement Platform (CEP) brings together multiple components -content management, automation, email, social media, revenue collection, optimization and analytics - into a single unified software platform, which governments use to deliver outstanding citizen engagement and accessibility.
Sitecore Solution for Government
Sitecore for Government A unified platform - that's integration-friendly The Sitecore solution delivers unrestricted information flow between fNery component of the customer engagement environment. It also offers the option to easily integrate, if necessary, third-party components into the Sitecore environment. Sitecore has invested significantly in software development that allows these point solutions to be easily integrated into Sitecore CEP - an ideal strategy for adding new capabilities to supplement the core Sitecore unified platform.
EMAIL 0 CAMPAIGNS ~
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(j) s1tecore·
Some government clients from precedent.
~~ ~-?~ Llywodraeth Cynulliad Cymru Welsh Assembly Go~~tmment
~gandclewlopment cy fo< Khools
department for culture, media and sport
a W CITYOF U AARHUS .....................
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U.S . DEPARTMENT OF
·ENERGY
Cabinet Office
• ••••••• .~ . : . ~. .. • ..... INTELLECTUAL PROPERTY OFFICE
The Pensions Regulator{:~
CITY OF MELBOURHE
i nli) Department C ofHealth
h~
• . . ~
Australian Government
Department of Defence
5 Fo I SERIOUS FRAUD OFFICE
Direct
Some government clients from (j) Sltecore·
INTERNATIONAl ENTERPRISE SINGAPORE
Singapore
•
URBAN REDEVELOPMENT AUTHORITY
Department for Business Innovation & Skills
Australian National
Audit Office
SAFRA
-l Enterprise ne SINGAPORE
+"''•,. :: ~ i Ministry of Employment .. ( O't,..\o
AuS!talian Communications and Media Authority
U.S . DEPARTMENT OF
ENERGY Bristol~ Airport Amr:uMg }ovmtys stort ~~
Document response co-ordinator and contact
William CHAN, Country Sales Manager
Sitecore International A/ S Rm 2008, One International Finance Centre, 1 Harbour View Street, Central, Hong Kong E-mail: [email protected] General E-mail: [email protected]
Document response co-author
Paul HOSKINS- Chairman and Founder Precedent Hong Kong The Phoenix 21-25
Luard Road, Wanchai, Hong Kong +852 9684 9959 E-mail: hello@precedent .au .com
Joni NGAI- Evangelist, Business Optimisation
Sitecore International A/ S Rm 2008, One International Finance Centre, 1 Harbour View Street, Central, Hong Kong E-mail: [email protected]
