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Re: Examples and a Use Case for Multi-channel delivery

From: Chris Beer <chris-beer@grapevine.net.au>
Date: Wed, 01 Jun 2011 20:43:28 +1000
Message-ID: <4DE617D0.6060703@grapevine.net.au>
To: public-egov-ig@w3.org
Hi all

I can vouch for Andrew and his work - this is one of those times where 
good advice from the group will go a great distance in ensuring a 
Government Agency with critical engagement services can get it right!

Reading your email Andrew, I am immediately drawn to think of the 
similiarity in what you describe to systems such as Smart Traveller here 
in Australia, and that no doubt has like implementations the world over.

For others on the list, Smart Traveller is the Australian Government's 
travel advisory and consular information service. While nominally it 
uses email notifications, the Department of Foreign Affairs and Trade 
takes a holistic and complete approach to using whatever channels are 
necessary to delivery advice to citizens overseas in problem areas, and 
to confirm the safety of citizens in these areas after, for instance, 
natural disasters such as Fukashima. The audience is diverse (having 
only in common the fact that they are citizens travelling or resident 
overseas) and the content can be complex (identity verfication, 
cross-state advice, travel arrangements, etc etc.)

Who else has some examples?

Cheers

Chris Beer

On 1/06/2011 3:13 PM, Andrew Boyd wrote:
> All,
>
> A request, noting that the Use Case list at
> http://www.w3.org/egov/wiki/Use_Cases contains case code 13
> Multi-channel delivery.
>
> I am currently working on behalf of an Australian Government
> organisation that provides a variety of information, interaction and
> transaction services across a number of channels (online, on-call,
> on-paper, onsite, with current explorations into on-the-go). They want
> to move from siloed service delivery, often fragmented by client
> segment and channel, to a client-friendly integrated model that
> facilitates self-service via the online channel wherever
> possible/practical.
>
> The question: is there a good/better/best practice example in cross-
> and multi-channel delivery in government? Ideally, this would be a
> large organisation with complex content and multiple distinct audience
> segments, where online has become the preferred and expected channel,
> in the finance/treasury/customs space.
>
> If you belong to an organisation that has successfully undertaken a
> program of this nature, or you know of one, I would love to hear from
> you. In return, if it is acceptable, I would like to work with
> respondents to create a multi-channel delivery use case.
>
> Best regards, Andrew
>
Received on Wednesday, 1 June 2011 10:43:58 GMT

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