View
137
Download
3
Category
Preview:
Citation preview
Citizen Centric Government
The 21st century style of a classicgovernment fundamental
lynn_reyes@us.ibm.comLynn Reyes
© 2016 IBM Corporation2
A mandate for 21st century citizen centric government
Powerful forces
“Let me tell yousomething important”
“Let’s work together”
“Make it easier for me when I have to dosomething with you”
“Know me”
“Tell me how we’re doing; andshow me the value for money”
who I am issues, wantsneeds, eventsexpectations,perceptions
advancing“what’s
important”
consuming,transactingcomplyingprogress,
performance,“health”
Expanding impact and complexity of the digital
flood
Rising expectations compounded by changing
demographics
Political competition
Shrinking budgets alongside growing public / managerial
pressure
Blurring boundaries between public and private
sectors
© 2016 IBM Corporation3
A mandate for 21st century citizen centric government
Powerful forces
Expanding impact and complexity of the digital
flood
Rising expectations compounded by changing
demographics
Political competition
Shrinking budgets alongside growing public / managerial
pressure
Blurring boundaries between public and private
sectors
Citizen-centric government today
© 2016 IBM Corporation4
A modern style of governance where governing parties put the needs and well-being of the citizen at the core of public value creation using
• Information-as-currency
• Communications-as-hyper-connector
• Technology-as-catalyst
In doing so, they interact with and deliver unified services and experiences in context and when needed.
The result – a relationship characterized by mutual trust, transparent reciprocity, shared accountability, increased confidence and inclusive progress.
24 x 7
It’s all about the relationship
© 2016 IBM Corporation5
Citizensà Relationship ß Citizen-centric
Government
“Know me”Open up and
inform …
“Let me tell you something important”
Listen andengage …
“Let’s work together”Co-define, co-create,
co-deliver …
“Make it easier for me when I have to do something with you” Execute / Deliver ..
“Tell me how we’re doing and show me the value for money”
Measure andarticulate …
Transparency
Authenticity
Collaboration
Responsiveness, Efficiency
Performance, Progress
Systems of Record
Structured, analytical, logical
Systems of Engagement
Creative, cognitive, intuition
Enterprise Integration
MDM andData
WarehouseBig Data
Traditional Sources
New Sources
StructuredRepeatable
Linear
Demographic Data
Education
Benefits, Claims
Transactions
Programs
Fees, Rules
Payments
UnstructuredExploratory
Dynamic
Click streams
Life Events
Social Data
Call Transcripts
Images, Video
RFID/NFC
Geo Loc.
Channels
Weather
Traffic
Home Sensors
Telemetry
Front Office
ApplicationsCore
Systems
Business andAnalytics Services
Data Data
Dashboards
Micro-Segments
Engagement BehaviorsBrand Analysis
Social Links
Next Best ActionRetention
PreventionPredictions
Assistance
360o View of Citizen
Desired Collaboration
Citizen Sentiments
Life Events
Default Indicators
Risk Predictions
ProspectsIssue Detection
Citizen Profile
Performance Indicators
Information Management
DataGovernance
Emergence: Systems of InsightAnalytical systems are moving towards providing insights-as-a-service
… taking different roadmaps, depending on focus
Citizen-centric Government
Open up and inform …
Listen and engage …
Co-define, co-create, co-deliver …
Execute / Deliver ..
Measure / Articulate …
creates insights for consumption and
value creation
provides accessibility and a means to engage,
demanding more
drives data utility for analysis
© 2016 IBM Corporation6
More and more leaders are embracing this new style byimplementing 21st century capabilities …
Systems of Record
Structured, analytical, logical
Systems of Engagement
Creative, cognitive, intuition
Enterprise Integration
MDM andData
WarehouseBig Data
Traditional Sources
New Sources
StructuredRepeatable
Linear
Demographic Data
Education
Benefits, Claims
Transactions
Programs
Fees, Rules
Payments
UnstructuredExploratory
Dynamic
Click streams
Life Events
Social Data
Call Transcripts
Images, Video
RFID/NFC
Geo Loc.
Channels
Weather
Traffic
Home Sensors
Telemetry
Front Office
ApplicationsCore
Systems
Business andAnalytics Services
Data Data
Dashboards
Micro-Segments
Engagement BehaviorsBrand Analysis
Social Links
Next Best ActionRetention
PreventionPredictions
Assistance
360o View of Citizen
Desired Collaboration
Citizen Sentiments
Life Events
Default Indicators
Risk Predictions
ProspectsIssue Detection
Citizen Profile
Performance Indicators
Information Management
DataGovernance
Emergence: Systems of InsightAnalytical systems are moving towards providing insights-as-a-service
… taking different roadmaps, depending on focus
© 2016 IBM Corporation7
More and more leaders are embracing this new style byimplementing 21st century capabilities …
… even as they balance the challenges of doing so
© 2016 IBM Corporation8
Challenges
1. Delivering unified services and experiences professionally and in context
2. Sharing resources efficiently and information appropriately
3. Capitalizing on new techniques, channels, technologies cost effectively (ROI)
4. Clarifying “who does what” and coordinating responses
5. Balancing political expediency with sustaining quality
Moving forward, leaders will embrace 21st century citizen centricity to drive outcomes, learn and lead
© 2016 IBM Corporation9
Value
Time
Manage Data
Analyze patternsGetting the basics right
Stage 1: Acquainted
Optimize OutcomesKnowledge from Information
Stage 2: Interacting
Real-timeIntelligence
Stage 3: Engaged
Advanced Risk Management
Stage 4: Committed
At-scale Augmented Expertise
Stage 5: Co-creating
Progression Path:Over time, indicators will also look different as relationships evolve
How? Start with the citizen
� Who are they and what matters to them?Understand the drivers of citizen satisfaction (and dissatisfaction) and define measures of citizen centricity along those drivers
� For those services that are most tangible to them, what are the touchpoints with government?Identify opportunities for improving citizen centricity
� How is their journey with you experienced?Design experiences for people – not for processes or products – looking through their eyes … walking in their shoes .. along with them
� What should your solution really be?Translate the journey into a “total citizen solution,” aligning the right mix of modern capabilities and rationalizing front-office and back-end
� How do we make it “stick” ... and how are we doing?Establish and execute the right engagement and governance
© 2016 IBM Corporation10
© 2016 IBM Corporation11
So how are citizens experiencing you?
© 2016 IBM Corporation12
Winner of the Dubai Tifli Award: Dubai Health Authority
© 2016 IBM Corporation13
© 2016 IBM Corporation14
Operating Models
Analytics Competency
Governance
Ecosystem Architecture
Adoption Enablement
and Business Change
21st century citizen centric government
© 2016 IBM Corporation15
Economic Development
Quality of Life
Safety andSecurity
Governance
Economic Vitalityand Resiliency
SocietalDevelopment
PublicConfidence
Accountabilityand Trust
Transparency
Authenticity
Collaboration
Responsiveness, Efficiency
Performance, Progress
© 2016 IBM Corporation16
Recommended