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Engaging with Government
Tom PetrashExecutive Director, Public Sector IBU
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What is Citizen Engagement
The sum of all interactions a citizen has with a governmenover the duration of their relationship with that agency.
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Why do Citizens Engage?
Required - Compliance
Need - Want
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How Do Citizens Engage?
Office/Channel Contact CenterFace-to-Face
MobileKiosks Tablets
8/22/2019 Citizen Engagement and Connected Gov - Tom Petrash
5/23Copyright 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 135
What creates a Great Citizen Engageme
Connected & Multi-Channel Interactions
Highly Responsive & Proactive Services
Consistency
Personalized Journey
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Examples of Government Pro
Knowledge almost Agencies and Auth
Money Grants, Loans, Subsidy, Housi
Benefits VA, Social Security, Social Pr
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What do People thinkwhen they thin
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How do we engage with L.L. Bea
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SO WHAT!
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The Key is DATA Integration
Across ALL Channels of Acc
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Single Source, Shared Every Where
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UniqueDifferent
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So Why is Government Different?
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Enabling Compliance
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Key IT Enablers to Increase Complianc
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Social Relationship Manage
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Citizen digital body language
#Swimm#Scrapb#25Hou
Recreat
#ChildCare, #Parenting#TravelSantorini,#NationalGeographicChannel,#TopChef, #AmericanIdol#DenverBroncos, #HagenDaz,#CrimsonTide, #Law&Order#AmericasTopModel
Interests
#,Hospitality, #DenverEvents#TravelPhotographers,#TravelProffessionals, 500px.com
Professional
#Target, ##CheerCo#Yelp!Den#NationalP##Playgro#CartoonN
LifestyleMom
Age: 25-44Household income $20k+RenterDenver, Colorado
Demographics
Behavioral
5 Behaviors of Successful Modern Marketers
visited 6 pages on the website
downloaded whitepaper
visited landing page
registered for an event
submitted a form
registered using social profile (LinkedIn)
opened email & clicked through email
http://blog.eloqua.com/5-behaviors-of-successful-modern-marketing/http://blog.eloqua.com/5-behaviors-of-successful-modern-marketing/http://blog.eloqua.com/5-behaviors-of-successful-modern-marketing/http://blog.eloqua.com/5-behaviors-of-successful-modern-marketing/http://blog.eloqua.com/5-behaviors-of-successful-modern-marketing/http://blog.eloqua.com/5-behaviors-of-successful-modern-marketing/8/22/2019 Citizen Engagement and Connected Gov - Tom Petrash
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Examples
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Raised customer satisfaction levels from poor to
very good
Moved many personnel programs to new web-
based knowledge management service
Increased monthly utilization of web knowledge
base - over 1 million hits a month
More stable, faster and current system that is
upgradable in a Cloud hosted environment
Combined personnel services improvements
with necessary cost reductions
Solutions
Air Force Personnel Center
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24/7 Web information self-service to thestates citizens and businesses
Approximately 3500 to 4000 daily sitevisitors find answers through self-service
Less than 2% of those visits result inquestions via emaila 75% overall
reduction
Improved service while reducingphone, email, and in-office operatingcosts
Solutions
New York State DMV
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Key IT Solutions Future of Citizen Enga
Data Integration No Silos, same data through all chan
Predictive Analytics in-memory, real time
Policy Automation and Modeling plan outcomes, adju
Big Data structured and unstructured data
Social compile digital body language profile
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