Hybris Citizen Engagement Accelerator

Transcription

1 Hybris Citizen Engagement Accelerator Making it simple for Public Sector organisations to interact with citizens regardless of channel or device Stuart Dickinson CEO, Oxygen May 2017

2 Citizens are not satisfied with current egov 12.5% 55% In Australia in % of people use government digital services each month and 55% are disappointed Source: DTO, Oct

3 Digital Government is not about saving money, it is about productivity gain. Malcolm Turnbull 2015

4 Stages of digital transformation in Public Sector Stage 2 Open Government Stage 3 Data Centricity Stage 1 egov Portals Focus Stage 4 Fully Digital & Omni-channel Source: Introducing the Gartner Digital Government Maturity Model

5 Our approach People Technology Process

6 Our approach People People Technology Process

7 Front-line people are experts in citizen outcomes

8 People Projects Include front-line people into the projects Role Front-line people to be the voice of the citizen Outcome Have clear citizen experience outcome KPIs

9 Our approach Process People Technology Process

10 Expatriate New born baby (current journey) Day 0: Attested Marriage certificate to Hosp. Day 3: Birth notice collected from private hospital 1-30 Days English birth certificate from MoH 1 Day to 2 weeks Citizenship & passport with embassy 14 days Collect residency visa & Emirates ID n days 2 days 1 week 1 day 2 days 4 weeks 2 weeks Day 1 (Week 1): Baby is born to Australian parents 1-30 Days: Arabic birth certificate from Al Baraha 1-30 Days: Attestation from MOFA days Apply for residency visa and Emirates 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) Photograph of new born Job copy of sponsor/salary certificate Attested tenancy and/or house ownership Health Insurance of baby Arabic birth certificate Physical Point of Service Courier

11 Expatriate New born baby (future journey) Day n: Register with hospital Day 0: Upload photo of new born Day 2 (Week 1): Foreign passport arrives by courier n days n days 2 days 14 days 2 days Day n - x: All docs loaded at registration Day 1 (Week 1): Baby is born Day 6 (Week 2): Residency visa arrive via courier Authenticating kiosk Any device Courier

12 Life admin

13 Where is that photo point?

14 What was required?

15 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!

16 Our approach Technology People Technology Process

17 Service. Citizen. Request. Inform. Leveraging data to drive omni-channel engagement WEB MOBILE SELF- AGENCY CALL SERVICE CENTER SOCIAL PRINT SEARCH Single Source of Truth 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 ERP TRM CRM HOME GROWN DATA POOLS

18 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 PRINT APIs & EXPERIENCE MANAGEMENT COMMUNICATIONS CITIZEN SELF-SERVICE SERVICE & CASE MANAGEMENT SERVICE DATA MANAGEMENT PLATFORM, INFRASTRUCTURE, INTEGRATION NON-SAP SYSTEM SAP ERP, GRANTOR, SOCIAL SERVICES, TAX & REVENUE MANAGEMENT

19 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 3 rd party providers

20 Our focus is on accelerating citizen engagement projects Theme Capabilities Level of Government Whole of Government focused Multi-agency focused Holistic Citizen Engagement Service Requests Release 1 Messages Tasks Internationalisation 3 rd Party Providers Calculators Government-funded Purchasing APIs Social Experience Activity Feed Payments (to Citizens) Tax Experience Bookings APIs Wizards Relationships Bill Payments Search (content) APIs Accessibility Agnostic APIs My Account Document Management Forms Bill payment framework City/Local State/Regional Federal/Nation Making it simple for Public Sector organisations to interact with citizens regardless of channel or device

21 Technology Single view of the citizen Citizen needs a single view of you Citizen experiencecentric Master Data Loose coupling between citizen experience and back office systems

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23 PREDICTIVE EXPERIENCES

24 IMPLICIT TRIGGERS TO ENGAGEMENT RELEVANCE REQUEST BROWSE REGISTER CLICK OPEN CLOSE IGNORE PROFILE EXPLICIT APPLY FILE SAVE COMPLETE HOVER SEND SHARE NORMALIZATION EVENTS FROM LISTENING

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26 Blockchain

27 Most of all, just start and iterate wildly. Thank you.