Customer relationship management in Gov 3.0 Sameera Jayawardena Sameera Jayawardena
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
[email protected]@icta.lk
[email protected]@gmail.com