Ci#zen’s  CRM  (CCRM)  India  

Imagineering  India  Satya  Chari  

2014  

Communica)on:  Evolu)on  by  Demand  

•  Beyond  the  basic  ins9ncts  of  survival  and  lust,  pursuit  of  sa9sfac9on,  “LiB,  Relevance,  Engagement  and  Valida9on”  requires  “Conversa9on”,  the  means  and  glue  within  the  “Community  Life”,  a  primal  need  of  the  human  socio-­‐poli9co-­‐economic  fabric,  which  is  driving  ever  newer  heights  in  innova9on  and  prolifera9on  of  means  and  methods  in  “Singular,  Bipolar  and  Mul9-­‐polar  Communica9on  Tools  &  Technics”.  

•  Post  mul9-­‐modal  travel,  scribe  and  prin9ng,  the  later  day  electronic  means  of  communica9on,  augmented  by  the  Moore’s  law,  con9nues  to  witness  exponen9al  growth  in  alterna9ves  and  capacity,  reach  and  affordability,  uptake  and  usage,  with  the  only  visible  limita9ons  emana9ng  from  the  supply  side  constraints  and  ar9ficially  imposed  human  limita9ons  out  of  fear,  self-­‐righteousness  or  self-­‐preserva9on  ins9ncts  by  the  few.  

•  The  present  day  means  and  channels  support  real  9me,  mul9-­‐modal  and  mul9-­‐direc9onal  exchange  of  informa9on  (conversa9on),  ever  pushing  the  inflicted  conven9on/s  and  boundaries,  in  par9cular  the  human-­‐made  ones.  

•  The  advancements  in  means  and  technics  has  been  effec9vely  harnessed  across  many  a  theatres  and  by  many  a  socio-­‐economic  actors,  but  con9nues  to  be  grossly  underu9lized  between  one  of  the  most  important,  compelling  and  enduring  cons9tuency:  “The  Ci#zen  and  The  Government”.  

•  From  the  colonial  past,  where  the  only  communica9on  tolerated  was  repeat  of  the  permissible  kind  –  where  the  master's  words  were  the  prevailing  doctrines,  tolerance  to  self-­‐expression  was  severely  curtailed.  Individual  freedom  was  suppressed,  original  thoughts  were  unwelcome,  free  expression  was  deemed  an9-­‐social  and  ‘mental  slavery’  was  the  prevailing  architecture  for  survival  and  self-­‐enrichment.  

•  Post  independence,  India’s  poli9cal  elite  took  over  the  role  of  ci9zen’s  mouthpiece  from  the  colonial  masters.  Self-­‐selected  few  assumed  and  acted  as  if  they  possess  all  the  requisite  ra9onal  and  wisdom,  hence  ideas  and  associated  rights.  Marginalisa9on  of  the  “Voice  of  the  Masses”  con9nued  under  various  isms,  including  secularism,  pluralism,  central  planning,  na9onal  unity  and  social  experiments,  where  the  “Ci9zen”  con9nued  to  hope  and  seek  par9cipa9on  with  growing  trepida9on.  

•  Few  would  think  for  all!  

Colonial  to  Independent  India:  Elite  Few  would  think  for  all!  

•  Everyone  wishes  to  communicate  –  say,  be  heard,  opine,  converse,  express,  collaborate,  listen,  know  and  share  –  be  involved,  and  be  engaged.  Cons9tu9onal  epitaph  of  “For  the  people  and  By  the  people”  require  to  be  demonstrated  in  prac9ce.  

•  Means,  methods,  prac9ces  supported  by  resolve,  con9nues  to  breakdown  ar9ficially  inflicted  boundaries  of  communica9on  of  the  past,  a  paradigm  borne  out  of  fear,  limita9ons  and  self-­‐preserva9on,  no  more  admissible,  acceptable  or  sustainable.  

•  Not  listening  and  ac9ng  on  the  voice  of  the  mass,  the  true  masters,  is  no  more  an  op9on  in  a  “Cohesive  Working  Society”,  which  is  increasingly  thriving  on  free-­‐spirit  and  always  on  communica9on.  

•  Today's  ci9zen  is  ever  more  aware  and  informed,  asks  to  be  an  ac9ve  stakeholder,  asser9ve  and  will  not  accept  one-­‐way  doctrines.  “Let  me  tell  you”  is  definitely  out  and  “Let  us  converse”  is  the  new  norm.  

•  From  “I  say”  to  “I  hear”;  From  “I  will”  to  “I  Inform”;  From  “Trust  me”  to  “What  do  You  Think?”….  

And  then  the  “Young  India”,  started  forcing  Her  hand:  “We  want  to  be  heard,  we  need  to  be  part  of  the  proceedings”!  

India  Today:  Someone  heard!  And  the  ones  who  did  not  were  relegated  to  the  backbench…    

•  The  incoming  NDA  government  in  India,  recognised  this  “Ask”,  the  demand  for  inclusion,  par9cipa9on  and  conversa9on,  the  clarion  call  from  the  “Ci9zen”.  

•  Responding  beger  amongst  the  rest,  the  incumbent  NDA  secured  the  acceptance  on  the  promise  of  “Open,  Intense  and  Con9nuous  Dialogue”  with  the  Ci9zen,  amongst  other  commitments,  including  “Service  via  Ac9on”,  “Transparency”,  “Integrity”,  “Na9on  Building  on  Urgency”  and  “Inclusive  Equality”  .  

•  The  NDA  has  commiged  to  “E-­‐Governance  for  Efficiency  and  Reach”,  “Systemic  Reform”,  “Less  Government  and  More  Governance”,  “Integrity  and  Transparency”  in  all  it’s  dealings  and  “Service  to  the  Ci9zen  on  the  basis  of  Trusteeship  and  Sense  of  Purpose”.  

•  In  effect,  a  sea  change  from  “En9tlement”  to  “Endowment”.  

What  Conversa)on?  

•  For  the  Ci9zen:  •  Beyond  a  forum  to  express  individual  desire  or  lodge  a  grievance  •  To  harness  ideas,  sugges9ons,  opinions,  thoughts,  expecta9ons,  recommenda9ons,  feed-­‐back,  trends  and  conversa9ons…  •  Input  to  assist  visioning,  strategy,  planning,  priori9sa9on,  alloca9on  of  resources,  execu9on  and  performance  monitoring  

efficiently,  effec9vely  and  economically  •  Feedback  on  the  facts,  observa9on,  reali9es,  metrics  •  Assist  the  Government  in  monitoring,  planning  and  course-­‐correc9on  

•  For  the  Government:  •  A  plalorm  to  listen  to  the  “Ci9zen”  at  every  level  of  governance,  on  every  aspect  of  ci9zen’s  life,  with  minimal  data-­‐loss  

minimising  the  intermediaries  •  To  communicate  the  vision,  plan  and  ac9vi9es  at  every  prac9cal  and  requisite  level  of  governance  •  Seek  feedback  on  plans,  ac9on,  progress  and  calibrate  /  re-­‐align  for  maximum  reach,  maximum  value  and  to  minimize  

waste  

Solu)on:  ‘Ci)zens’  CRM’    

Ci)zen’s  CRM  :  Possibili)es  Technology  underpinned  framework  /  plalorm,  will  leverage  all  available  and  open  technologies,  will  be  based  on  open-­‐architecture  and  be  able  to  access  new  innova9ons  and  means,  facilitate  itera9ve,  con9nuous,  always-­‐on  and  ubiquitous  dialogue  /  conversa9on  between  All  the  Ci)zens    and    Government  at  every  level,  will  be  mul9-­‐lingual,    handle  both  structured  and  unstructured  data,  voice,  image  and  video  

A  plalorm  which  can  be  used  by  all  Government  Departments  to  publish  detailed  data  on  Strategy,  Plans,  Alloca9on  and  Progress.  All  considera9ons,  qualifica9on,  selec9on  process  and  stakeholder  /  supplier  details.  

 Ci9zens  can  track  the  areas  of  interest  at  aggregate  level  or  a  specific  ini9a9ve  /  ac9on,  validate  and  provide  feedback  and  /  or  seek  further  detail.  Ci9zens’  comments  are  tracked  and  escalated  at  appropriate  9me  to  appropriate  authority  Ci9zen  can  provide  ideas,  sugges9ons,  opinions  –  empowered  ci9zen  enriching  the  service  level  by  ac9ve  engagement    

 In  addi9on  Ci9zens  can  also  voice  their  needs  through  this  plalorm  which  can  be  analysed  by  appropriate  Government  Department  at  singular  and  aggregate  level,  ac9oned  as  appropriate  at  micro  /  macro  level  based  on  priori9es  defined  by  the  Strategy  and  Resource  Availability  

Ci)zens’  CRM:  What  is  it  and  What  it  is  not…  

•  Ci9zen  CRM  is  not  a  replacement  to  the  prevailing  nuggets  of  good  tools,  methods  and  prac9ces  currently  in  place,  but  a  supplementary  framework  to  bind  good-­‐things  together  and  fill  in  the  missing  links  

•  Invi9ng,  easy  to  use  and  always  on  communica9on,  convergence,  conversa9on,  par9cipa9on  framework  to  seek  par9cipa9on,  ideas,  sugges9ons,  opinions,  observa9ons,  feed-­‐back  and  garner  support  and  engagement…  

•  An  architecture  to  reduce  noise  and  intermediaries,  increase  the  relevance  and  role  of  data  driven  interac9on,  decision-­‐support  and  opera9onal  efficiencies  

•  To  demonstrate  the  value  of  and  commitment  to  the  stakeholder  in  prac9ce,  drive  collec9ve  par9cipa9on,  energy  and  societal-­‐camaraderie  

 Ci)zens’  CRM:  Conceptual  Framework  

Ci)zens’  CRM:  Value  Proposi)on  

Ci9zenry  

§  Hear  from  the  source,  know  from  the  source,  know  your  customer,  frame  the  governance  strategies  around  the  known  

§  Communicate,  validate,  deliver,  monitor,  report  on,  calibrate  and  recalibrate,  course-­‐correct  -­‐  extend  the  value  proposi9on  with  the  confidence  of  "KNOW"  

§  Sure-­‐footed  rela9onship  between  the  governance  and  ci9zen,  reduce  trial  and  errors  

§  Know  your  leaders  and  government  §  Know  about  their  thoughts,  vision  and  Strategies  §  Why  and  How?  §  What  are  they  doing?  §  Where  and  how  are  your  resources  and  energies  

focused?  §  What  are  the  reali9es  the  Government  is  opera9ng  

under?  §  What  are  the  inherited  metrics?  §  What  is  the  progress?  

Government  of  India  

Satya  Chari  Imagineering  India    Email:  schari13@gmail.com  Cell:  +61  413  078  871  (Aus)  

                 +91  968696  5656  (Ind)  

5,  Chipping  Hill  Court  Wheelers  Hill  Melbourne,  Victoria  –  3150  Australia