Customer relationship management in e gov 3.0 v1'

Customer relationship management in Gov 3.0

Sameera JayawardenaSameera Jayawardena

Future Government customers?

Future Government

By 2020, over 5 billion people use social networks, about two-thirds of the world’s population.

In 2017, the Asia-Pacific region accounts for approximately half of social media users worldwide.

Wireless traffic increases 88-fold between 2010 and 2020.

Mobile money spreads throughout the society

In 2020, the mobile-enabled workforce in the utilities sector doubles to 2.4 million

Improved customer service and achieving superior cost efficiencies

The socially conscious consumer

Customer analytics change lives

human services integrate virtual tools into service delivery

FAST Government (Flatter, Agile, Streamlined, Tech-enabled)

Government Must Be Flatter – Open, Efficient

Government Must Be Agile - Processes

Government Must Be Streamlined - adaptive

Government Must Be Tech-enabled and Tech-savvy

eGovernment for Good Governance

Open Government Partnership & Open Data

• Increase the availability of information about governmental activities

• Support participation

• Implement the highest standards of professional integrity throughout our administrations

• Increase access to new technologies for openness and accountability

• Right to Information

• Transparency and Accountability

• Open Data

• Citizen Engagement

eParticipation

Some Cases

Transparency

Collaborative Effort

Consultation

What is Gov. 3.0?

citizen centered government innovation

apply & diffuse core values to all areas of governing

(open, share, communicate, collaborate)

provide customized services to citizens

create jobs and support creative economy

Korean Case

The evolution of Government

Government 1.0

Government 2.0

Government 3.0

Operation

Core Value

Participation

Method(Channel)

Administrative Service Delivery

Government-oriented

Efficiency

Government initiated

Personal Visit

One-way

Citizen-oriented

Democracy

Limited disclosure and participation

Internet

Two-way

Individual-oriented

Greater Democracy

Active disclosure, participation

Mobile internet smart phone

Proactive, Customized

Social CRM

http://go.clicksoftware.com/achievementscenterlaunch201402.html

Gamification

References

http://government-2020.dupress.com/http://www.onemap.sg/index.htmlhttp://www.challenge.gov/list/http://eparticipation.eu/https://ideas.ecitizen.gov.sg/a/indexhttps://consult.defra.gov.uk/“The Future of Government”, WEFhttp://yoursay.sa.gov.au/http://www.developmentprogress.orgwww.gov30.go.krhttps://ams-ix.net

References

http://government-2020.dupress.com/http://www.onemap.sg/index.htmlhttp://www.challenge.gov/list/http://eparticipation.eu/https://ideas.ecitizen.gov.sg/a/indexhttps://consult.defra.gov.uk/“The Future of Government”, WEFhttp://yoursay.sa.gov.au/http://www.developmentprogress.orgwww.gov30.go.krhttps://ams-ix.net

Thank YouThank You!!Sameera JayawardenaSameera Jayawardena

sameeraj@icta.lksameeraj@icta.lk

imsameeraj@gmail.comimsameeraj@gmail.com