- From: Mick Phythian <mick.phythian@gmail.com>
- Date: Wed, 1 Jun 2011 11:55:32 +0100
- To: Chris Beer <chris@e-beer.net.au>
- Cc: public-egov-ig@w3.org
- Message-ID: <BANLkTinYmCgnJQPOnRStPWO4wcMwmU_Thw@mail.gmail.com>
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
Received on Friday, 3 June 2011 11:32:41 UTC