21st century citizen centric government

Citizen Centric Government

The 21st century style of a classicgovernment fundamental

[email protected] Reyes

© 2016 IBM Corporation2

A mandate for 21st century citizen centric government

Powerful forces

“Let me tell yousomething important”

“Let’s work together”

“Make it easier for me when I have to dosomething with you”

“Know me”

“Tell me how we’re doing; andshow me the value for money”

who I am issues, wantsneeds, eventsexpectations,perceptions

advancing“what’s

important”

consuming,transactingcomplyingprogress,

performance,“health”

Expanding impact and complexity of the digital

flood

Rising expectations compounded by changing

demographics

Political competition

Shrinking budgets alongside growing public / managerial

pressure

Blurring boundaries between public and private

sectors


A mandate for 21st century citizen centric government

Powerful forces

Expanding impact and complexity of the digital

flood

Rising expectations compounded by changing

demographics

Political competition

Shrinking budgets alongside growing public / managerial

pressure

Blurring boundaries between public and private

sectors

Citizen-centric government today


A modern style of governance where governing parties put the needs and well-being of the citizen at the core of public value creation using

• Information-as-currency

• Communications-as-hyper-connector

• Technology-as-catalyst

In doing so, they interact with and deliver unified services and experiences in context and when needed.

The result – a relationship characterized by mutual trust, transparent reciprocity, shared accountability, increased confidence and inclusive progress.

24 x 7

It’s all about the relationship


Citizensà Relationship ß Citizen-centric

Government

“Know me”Open up and

inform …

“Let me tell you something important”

Listen andengage …

“Let’s work together”Co-define, co-create,

co-deliver …

“Make it easier for me when I have to do something with you” Execute / Deliver ..

“Tell me how we’re doing and show me the value for money”

Measure andarticulate …

Transparency

Authenticity

Collaboration

Responsiveness, Efficiency

Performance, Progress

Systems of Record

Structured, analytical, logical

Systems of Engagement

Creative, cognitive, intuition

Enterprise Integration

MDM andData

WarehouseBig Data

Traditional Sources

New Sources

StructuredRepeatable

Linear

Demographic Data

Education

Benefits, Claims

Transactions

Programs

Fees, Rules

Payments

UnstructuredExploratory

Dynamic

Click streams

Life Events

Social Data

Call Transcripts

Images, Video

RFID/NFC

Geo Loc.

Channels

Weather

Traffic

Home Sensors

Telemetry

Front Office

ApplicationsCore

Systems

Business andAnalytics Services

Data Data

Dashboards

Micro-Segments

Engagement BehaviorsBrand Analysis

Social Links

Next Best ActionRetention

PreventionPredictions

Assistance

360o View of Citizen

Desired Collaboration

Citizen Sentiments

Life Events

Default Indicators

Risk Predictions

ProspectsIssue Detection

Citizen Profile

Performance Indicators

Information Management

DataGovernance

Emergence: Systems of InsightAnalytical systems are moving towards providing insights-as-a-service

… taking different roadmaps, depending on focus

Citizen-centric Government

Open up and inform …

Listen and engage …

Co-define, co-create, co-deliver …

Execute / Deliver ..

Measure / Articulate …

creates insights for consumption and

value creation

provides accessibility and a means to engage,

demanding more

drives data utility for analysis


More and more leaders are embracing this new style byimplementing 21st century capabilities …

Systems of Record

Structured, analytical, logical

Systems of Engagement

Creative, cognitive, intuition

Enterprise Integration

MDM andData

WarehouseBig Data

Traditional Sources

New Sources

StructuredRepeatable

Linear

Demographic Data

Education

Benefits, Claims

Transactions

Programs

Fees, Rules

Payments

UnstructuredExploratory

Dynamic

Click streams

Life Events

Social Data

Call Transcripts

Images, Video

RFID/NFC

Geo Loc.

Channels

Weather

Traffic

Home Sensors

Telemetry

Front Office

ApplicationsCore

Systems

Business andAnalytics Services

Data Data

Dashboards

Micro-Segments

Engagement BehaviorsBrand Analysis

Social Links

Next Best ActionRetention

PreventionPredictions

Assistance

360o View of Citizen

Desired Collaboration

Citizen Sentiments

Life Events

Default Indicators

Risk Predictions

ProspectsIssue Detection

Citizen Profile

Performance Indicators

Information Management

DataGovernance

Emergence: Systems of InsightAnalytical systems are moving towards providing insights-as-a-service

… taking different roadmaps, depending on focus


More and more leaders are embracing this new style byimplementing 21st century capabilities …

… even as they balance the challenges of doing so


Challenges

1. Delivering unified services and experiences professionally and in context

2. Sharing resources efficiently and information appropriately

3. Capitalizing on new techniques, channels, technologies cost effectively (ROI)

4. Clarifying “who does what” and coordinating responses

5. Balancing political expediency with sustaining quality

Moving forward, leaders will embrace 21st century citizen centricity to drive outcomes, learn and lead


Value

Time

Manage Data

Analyze patternsGetting the basics right

Stage 1: Acquainted

Optimize OutcomesKnowledge from Information

Stage 2: Interacting

Real-timeIntelligence

Stage 3: Engaged

Advanced Risk Management

Stage 4: Committed

At-scale Augmented Expertise

Stage 5: Co-creating

Progression Path:Over time, indicators will also look different as relationships evolve

How? Start with the citizen

� Who are they and what matters to them?Understand the drivers of citizen satisfaction (and dissatisfaction) and define measures of citizen centricity along those drivers

� For those services that are most tangible to them, what are the touchpoints with government?Identify opportunities for improving citizen centricity

� How is their journey with you experienced?Design experiences for people – not for processes or products – looking through their eyes … walking in their shoes .. along with them

� What should your solution really be?Translate the journey into a “total citizen solution,” aligning the right mix of modern capabilities and rationalizing front-office and back-end

� How do we make it “stick” ... and how are we doing?Establish and execute the right engagement and governance



So how are citizens experiencing you?

Winner of the Dubai Tifli Award: Dubai Health Authority



Operating Models

Analytics Competency

Governance

Ecosystem Architecture

Adoption Enablement

and Business Change

21st century citizen centric government


Economic Development

Quality of Life

Safety andSecurity

Governance

Economic Vitalityand Resiliency

SocietalDevelopment

PublicConfidence

Accountabilityand Trust

Transparency

Authenticity

Collaboration

Responsiveness, Efficiency

Performance, Progress

21st century citizen centric government

Government & Nonprofit