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

From: <rachel.flagg@gsa.gov>
Date: Wed, 1 Jun 2011 09:58:58 -0700
To: Chris Beer <chris@e-beer.net.au>
Cc: public-egov-ig@w3.org, public-egov-ig-request@w3.org
Message-ID: <OF2681E26A.FAE803EF-ON852578A2.00534893-882578A2.005D4AA3@gsa.gov>
Andrew, I'll offer http://www.howto.gov/ as a resource.

HowTo.gov is managed by the U.S. General Services Administration and the 
Federal Web Managers Council.  HowTo.gov evolved from WebContent.gov (a 
site focused on managing US Government websites), and offers resources to 
help US government agencies manage not just websites, but ALL customer 
contact channels. 

The goal of the site is to help government agencies deliver a great 
"customer experience" to the public, and part of that is to help agencies 
do a better job coordinating service delivery across all channels.  The 
site has only been up for a few months, and some of the channels are still 
"light" as we continue to develop content, but it's a start.  We are 
planning to add additional channels (including mobile) and more 
interactivity in the coming months.

I'd be interested in seeing any use cases/best practices you find or 
develop, so I hope you will share with this list.

Rachel Flagg 
Co-Chair, Federal Web Managers Council 
Center for Excellence in Digital Government 
Office of Citizen Services and Innovative Technologies 
U.S. General Services Administration 
HowTo.gov -- Helping agencies deliver a great customer experience 

Chris Beer <chris-beer@grapevine.net.au> 
Sent by: public-egov-ig-request@w3.org
06/01/2011 03:46 AM
Please respond to
Chris Beer <chris@e-beer.net.au>


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

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?


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 16:59:32 UTC

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