Victoria Online Seminar Series

Government on the move: trends in mobile technology and how government can get on board

Thursday 3 June, 2010

Laura Chisholm & Eloise Wall

Agenda

• What is ‘mobile’ technology and what are the latest trends?

• Why should government get on board?

• How can government get on board?

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Who are we?

• Chisholm & Harper is a consulting firm that specialises in

online strategy

• We don’t build websites

• We are impartial advisors with no ties to any technology

platform or vendor

• We help organisations to use technology to more effectively

and meet their users’ needs

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3 important developments

• Smart phone technology has become more prolific

• Mobile data costs less to access

• People are more comfortable accessing and sharing data via technology

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What is ‘mobile’ technology?

• Voice

• SMS & MMS

• Mobile web

• Mobile applications

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What is ‘mobile’ technology?SMS & MMS

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What is ‘mobile’ technology?Mobile web

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What is ‘mobile’ technology?Mobile applications

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In short...

Australian citizens...

• own smart phones (or will soon)

• can afford to consume data on them

• are comfortable to share personal data through them

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Why should government get on board?

• Gov 2.0 taskforce recommendations– Move towards open government

• Elections held every 4 years; but people catch buses, visit doctors, go to school and use government services every day

• Can increase level of interaction between government and citizens, thereby increasing trust

• Mobile is ubiquitous and provides immediate access

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How can government get on board?

• Deliver location-specific information

• Deliver timely knowledge

• Make life easier

• Facilitate engagement & connection

• Provide entertainment

• Deliver financial incentives

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How can government get on board?

• MySMS Malaysia

• R-U-Buzzed & Stumble Safely

• Singapore libraries

• Citilife (US)

• Road conditions and crime alerts (Korea)

• Fire alerts (VIC)

• Mobile voting (Estonia / US)

• NeatStreets

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What do people want from government?

• Outcomes– improving social and economic outcomes

• Balance– balancing choice and flexibility with fairness and common good

• Engagement– engaging, educating and enrolling the public as co-producers of

public value

• Accountability– clarifying accountability and facilitating public recourse

Source: Accenture Public Service Value Governance Framework, 2010

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How can government get on board?

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What government can provide?

Location-specific info

Timely knowledge

Make life easier

Connection Entertainment Incentives

What the

public wants

OutcomesImproving social and economic outcomes

BalanceBalancing choice and flexibility with fairness and the common good

EngagementEngaging, educating and enrolling the public as co-producers of public value

AccountabilityClarifying accountability and facilitating public recourse

Mobile delivery methods: voice, SMS, MMS, mobile web, mobile applications

All mobile interactions must...

• meet a real public need

• improve the health, welfare and economic and social wellbeing of citizens

• fundamentally improve the trust equation between the people and their government

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