Effectively aligning m-Government strategies to your organisational objectives and goals

Aligning m-Government strategiesTom VoirolGlobal Head of User Engagement, Reading Room

Tom Voirol

Aligning m-Government strategies1 Making m-Government work for you2 Making m-Government work for them3 Approaches to mobile public engagement4 Developing mobile web and native apps

1 Making m-Government work for youOverviewDrivers in m-GovernmentPartners in m-GovernmentTypes of mobile servicesM-Government for your organisationStart from organisational requirementsSet objectivesDefine KPIs

Drivers for m-Government1 Making m-Government work for youCost reductionProcess efficiencyContext-awarenessDirect, ultrapersonal contactImproved decision-makingBetter service provisionDemand for transparencyDesire for participationCitizen-drivenValue-drivenEconomy- drivenTechnology-driven

Partners in m-Government1 Making m-Government work for you

Government

CitizenBusiness

G2GG2BG2C

Types of mobile servicesInformation servicesPoliciesProceduresGovernment informationInteractive servicesCalculatorsInteractive learningSocial mediaTransactional servicesConsuming government servicesCitizen-specificIntegrated servicesCombining services & data from different ministries / boards1 Making m-Government work for you

Information services

1 Making m-Government work for you

MOH iHealth SG

Interactive services

1 Making m-Government work for you

German Customs

Transactional services

1 Making m-Government work for you

Swedish Tax

Integrative services

1 Making m-Government work for you

GovHKNotifications

Start from organisational requirements

1 Making m-Government work for you

Your business strategySpecific stated goalsMajor initiatives

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Set objectivesTypes:Change behaviourIncrease knowledge and understandingProcedural efficienciesMonetary goalsExamples:Increase participation in policy-shaping processDecrease number and/or length of contact centre requestsImprove processing timesCreate an informed citizenry

1 Making m-Government work for you

Define KPIsCriteria:Make achievement of the organisational objectives measurableForget hits, visits and app downloadsMeasure like a Jedi, not a SithExamples:Increase submissions to public consultation process by x%Reduce contact centre requests by y%Increase number of cases handled by z%Percentage of population understanding fact x increases by y1 Making m-Government work for you

2 Making m-Government work for themMobile, not mobileUser experience is keyWho are they?What do they want need?

Mobile, not mobile2 Making m-Government work for them

User experience is key2 Making m-Government work for themHas personal significanceMemorable, worth sharingAdapted from Stephen P. Anderson / poetpainter.comEasy to use, works like I thinkCan be used without difficultyAvailable and accurateDoes what I needHard to cross!

User experience is key2 Making m-Government work for them

User experience is key2 Making m-Government work for them

Social media = biggest soapbox ever2 Making m-Government work for them

Until you understand your customers deeply and genuinely you cannot truly serve themWho are they?2 Making m-Government work for themRasheed Ogunlaru

Rasheed Ogunlaru is a life coach, speaker, author of Soul Trader - Putting the Heart Back into Your Business, The Gift of Inner Success, A Zest for Business and business coach partner of the British Library's Business & Intellectual Property Centre.21

Who are they?2 Making m-Government work for them

Who are they?

2 Making m-Government work for them

What do they want need?2 Making m-Government work for them

ResearchFind out how they live/work, and how you fit into thatDont ask what they want, find out what they need24

3 Approaches to mobile public engagementSocial mediaCrowdsourcingGamification

More than Facebook & Twitter3 Approaches to mobile public engagement

Which social networks are most mobile?

3 Approaches to mobile public engagement

Social media engagement: Example3 Approaches to mobile public engagement

Social media strategy

3 Approaches to mobile public engagementListenSet objectivesDriveRespondMeasure

Crowdsourcing3 Approaches to mobile public engagement

Foldit3 Approaches to mobile public engagement

Foldit success storyThe structure of a protein-sniping enzyme critical for reproduction of the AIDS virus stumped scientists for a decade.Foldit players revealed the enzymes' structure within three weeks and scientists identified targets for drugs to neutralise it.3 Approaches to mobile public engagement

ReCAPTCHA

3 Approaches to mobile public engagement

Ingress

3 Approaches to mobile public engagement

Ingress

3 Approaches to mobile public engagement

Ingress

3 Approaches to mobile public engagement

Ingress

3 Approaches to mobile public engagement

Gamification (n.): The application of game playing elements to other areas of activity, to encourage engagement with a product or service.

Ramification?3 Approaches to mobile public engagement

Gamification3 Approaches to mobile public engagement

75% Psychology, 25% Technology39

Types of gamification

Actual gamesGame mechanics3 Approaches to mobile public engagement

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Actual games: Examples3 Approaches to mobile public engagement

GinA Government in Action

3 Approaches to mobile public engagement

Party for your rights3 Approaches to mobile public engagement

Department of Justice of Victoria, Australia when they wanted to make young people aware of consumer protection laws. Discussion of legal concepts did not seem particularly appealing, so they took a different tack by launching a game called Party for Your Rights. Its targeted at young people, teaching them their rights through the activity of going to a party. Its very appealing, with retro 1980s graphics and music, explained Paul Chandley, general manager of digital strategy and engagement in the Victorian Department of Justice.

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Party for your rights

3 Approaches to mobile public engagement

Run that town

3 Approaches to mobile public engagement

Few citizens understand the value of the census, let alone how it can benefit them. But the Australian Bureau of Statistics (ABS) knows the importance of getting public support because it relies on the willing participation of citizens across Australia to complete the census.

PHOTOS

View photosRELATED ARTICLESHow the Indonesian government is fighting forest fires & hazeHow the US government is using GIS to battle forest firesSouth Australian government targets funds for disadvantaged communities with GISRELATED CATEGORIESCITIZEN ENGAGEMENTMOBILE GOVERNMENTOPEN GOVERNMENTFROM THIS SECTIONINTERVIEWThe ABS decided that the traditional method of publishing tables of census data will not do, so they sat down with a few cups of coffee and 90 minutes later, the concept of a free mobile game was born.

Run That Town lets citizens play the role of a mayor and use actual census data - including gender, employment, education, income, age, transport and home ownership - to manage any Australian town.

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Game mechanics: Examples3 Approaches to mobile public engagement

Activity trackers3 Approaches to mobile public engagement

Fitbit3 Approaches to mobile public engagement

Fitbit

3 Approaches to mobile public engagement

Recyclebank

3 Approaches to mobile public engagement

IBM Connections

3 Approaches to mobile public engagement

IBM Connections3 Approaches to mobile public engagement

Gamification: Rewards3 Approaches to mobile public engagement

BadgesLeaderboardsCompletion53

Gamification: MechanicsAccelerated feedback cyclesClear goals and rules of playA compelling narrativeChallenging but achievable tasksFlow

3 Approaches to mobile public engagement

Flow

3 Approaches to mobile public engagement

4 Developing mobile web and native appsMobile responsive designNative mobile appsFocus!Let others do the work for you

Mobile responsive design4 Developing mobile web and native apps

Distributed through app storesAccess to full device featuresNo connection required to launchNative mobile apps4 Developing mobile web and native apps

Native mobile appsAccess to all device features:Gesture-based navigationOffline useGPS, gyroscope, accelerometerCamera & microphonePush notificationsMonetisationNative availability (home screen)Expensive to developLess flexible due to installed baseLong approval timeCannot support all devicesNative apps prosNative apps cons4 Developing mobile web and native apps

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Focus!4 Developing mobile web and native apps

Let others do the work for you4 Developing mobile web and native apps

Let others do the work for you4 Developing mobile web and native apps

Carpark rates

Dengue Lah!

Pickaskool

Aligning m-Government strategies1 Making m-Government work for you2 Making m-Government work for them3 Approaches to mobile public engagement4 Developing mobile web and native apps

Workshop all day Thursday