Government portals and Directgov March 2007

About Gov3 Gov3 was launched in September 2004 by the core team in the UK’s Office of the e-Envoy Gov3 is unique: we use our ‘inside government’ experience of IT enabled change to advise and support governments and international institutions. We are in a market of one - no other major global consultancy can match our offer Gov3 is now one of the world’s fastest growing international public sector consultancy businesses. In our first 2 years we have:  Worked on IT enabled transformation with 30 governments, across five continents  Worked with the European Commission, OECD, the UN and the World Bank  Recruited a global network of consultants with ‘inside government’ experience of IT enabled change in the public sector

Background

Traditional e-government delivery Thousands of government websites, all organised round structure of government not needs of customer Confusing customers – with agencies competing to provide similar services Replicating the offline offer, rather than exploiting the benefits of technology Incoherent or inadequate branding and marketing Absence of systems to learn about the customers government do have, so they can offer them targeted services Putting a portal on top of this does not help!

Source: National Statistics Omnibus Survey % of Population Q3Q4Q1Q2Q3Q4Q1Q2Q3 Q4 Q Buying online Banking online Government online Take-up in the UK

Where we are going Citizens want more Younger citizens think differently and demand more Global business is setting the pace The traditional way of delivering government won’t work in the future. We are moving to a citizen-centric public sector

User demands One place Built for me Killer application A real brand Single service over multiple channels The foundations of effective delivery

How Directgov works

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WebPhone Walk in One stop e-shop Customer segmented clusters  Single service Delivering information and services in the way that people use them

USA, Canada and UK Portal Destination UK online USA –Firstgov Help (Austria) Canada Clusters Directgov GovHK Croatia Integration

Take-up trajectory for Directgov Internet users Portal users Internet users per 100 population Portal users per 100 population Directgov UKonline

United Nations benchmarking shows a wide spread of e-Government performance Source: United Nations e-Government Readiness Report : e-participation index covering information, consultation and decision- making, 2: web-government index covering interactivity, transactions and networked presence. E-participation maturity 1 E-service maturity 2 Russia UK US Canada Australia Mexico Chile Austria Estonia Finland Czech Denmark Belgium France Germany Greece Hungary Iceland Italy Korea Lux Netherlands New Zealand Norway Poland Portugal Slovakia Spain Sweden Turkey Bahrain Cyprus China Slovenia S. Africa Jordan Latvia Lith. Romania Malta India Croatia Thai Singapore Israel Ireland Brazil. Japan Phillipines Switz Ukraine

Walk-in (including kiosk and intermediated Internet) Citizen-centric business management Citizen-centricity > easy to say, complex to deliver Transformed customer experience Lower cost Public policy outcomes  Citizen-centric channel management Governance Service-oriented IT architecture Key service delivery processes Enablers Internet DiTV Phone (and mobile devices) Mail Citizen-centric customer management Delivery vision Portfolio management Service proposition & design Marketing communication Customer needs intelligence Channel management strategy Skills and expertise Principles of citizen-centricity A compelling online offer Continuous improvement Customer focus Web-centric delivery Benefit realisation OUTCOMES Delivery architecture Performance monitoring

Thank you