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

From: Oscar Azanon <oscar.azanon@vitruviosistemas.com>
Date: Wed, 1 Jun 2011 15:41:04 +0200
To: "'Andrew Boyd'" <facibus@gmail.com>, <public-egov-ig@w3.org>
Message-ID: <007f01cc2061$92830b80$b7892280$@azanon@vitruviosistemas.com>
Hello Andrew,

I have been working precisely in this for the last 8 years - The short
answer being yes, there are best practices that make this possible and in a
cost-effective manner. It's perfectly doable with current technology and
state of the art in eGovernment architectures. This is heavily related to
the area I have been collaborating within this group: seamless integration
of data [1]. 

These ideas have successfully been deployed in a region in northern Spain,
with many thousands of transactions managed across different channels every
month. The idea is that you can discover and request some service (p.e.
through a web-based form), monitor its progress through the web / phone and
present further documents later on paper, meaning no difference for our end
users / citizens. This has been a success study in our country where our
region has been leading many eGovernment national measurements for many
years now thanks to these innovative approaches.

If you are interested in learning more about this case, please let me know
and we'll try to see what kind of information you may need 

Best regards,


[1] http://www.w3.org/TR/2009/WD-egov-improving-20090310/

-----Mensaje original-----
De: public-egov-ig-request@w3.org [mailto:public-egov-ig-request@w3.org] En
nombre de Andrew Boyd
Enviado el: miércoles, 01 de junio de 2011 7:13
Para: public-egov-ig@w3.org
Asunto: Examples and a Use Case for Multi-channel delivery


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

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

Andrew Boyd
Received on Wednesday, 1 June 2011 13:41:38 UTC

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