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

May not be quite so appropriate in the 'central' government context but
Socitm in the UK have been doing a lot of work on this and there are a
couple of publications available (at a price), although Googling may come up
with some of the presentations for free :-)
http://www.socitm.net/downloads/download/382/better_served_customer_access_efficiency_and_channel_shift
Some clues as to what to Google - some of the examples are Surrey County
Council and Kirklees Council (a unitary). An average unitary in the UK
covers > 700 different service types.

Also, in this context may I promote Socitm and the LCIO Council's work on a
local services ICT strategy?
http://www.socitm.net/news/article/80/detailed_version_of_planting_the_flag_now_available

Hope this helps?
Mick http://greatemancipator.com

On 1 June 2011 11:43, Chris Beer <chris-beer@grapevine.net.au> wrote:

> 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
>>
>>
>
>


-- 
Mick Phythian

http://greatemancipator.com