- From: Oscar Azanon <oscar.azanon@vitruviosistemas.com>
- Date: Wed, 1 Jun 2011 15:42:14 +0200
- To: "'Andrew Boyd'" <facibus@gmail.com>, <public-egov-ig@w3.org>
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, ocr [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 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 -- --- Andrew Boyd
Received on Wednesday, 1 June 2011 13:42:39 UTC