digital future of public servces
TRANSCRIPT
The Future of Digital Public Service25 September 2014
@Adapt2Digital@StaffsCIO @StaffsDL
#SCCDigitalSummit
Staffordshire Context
• More Commissioning
• Local partners delivering
• Communities increasingly important
• Public expectations
• Organisations working in a digital way
What is Digital?
It’s about culture, not technology
• iPad only 4 years old
• What about the digital divide?
• In 2014 84.3% (573,000) of people in Staffordshire over 16 used the internet
• How about the other 15.7%!!
• Adaptive Staffordshire
Who is responsible?
You, me, everyone
Innovation in public sector
Evolution
Sea of technology change
Technology
Audience
Business
Volume
Time
1900 1960 1990 2000 2014
Big gap
Huge gap
“We have the good fortune of a large, inventive team and a patient, pioneering,
customer-obsessed culture – great innovations, large and small, are happening everyday on behalf of
customers, and at all levels throughout the company. This decentralized
distribution of invention throughout the company – not limited to the
company’s senior leaders – is the only way to get robust, high-throughput
innovation. What we’re doing is challenging and fun – we get to work in
the future.” Jeff Bezos
Masters of Real time social media
70%
77%23%
30%
“The need to transform was urgent for us as a business”
• Define what digital means for you, your business and your customer
• Understand your customer and don’t take your foot off the peddle!
• Become more adaptive
Improving Resident Contact• In Staffordshire, residents have told us
they want to have more choice with how they engage with us and to be able to access us in a variety of ways, with minimum fuss.
Mobile Share in the UK
• Mobile (tablet and smartphone) share of UK traffic increased from 22.8% to 37% in 2013
• UK consumers are far ahead of Europe in terms of using smartphones for online shopping.
• Out of 18 European countries surveyed, the UK has the highest percentage of people who make a monthly purchase on their smartphones, with 32%. This is compared to just 8% in France, 15% in Germany and 19% in Sweden.
Twitter Users• In Twitter's short history:
• 5,000 tweets per day in 2007
• 500,000,000 tweets per day in 2013
• The intermediate steps were 300,000 tweets per day in 2008, 2.5 million tweets per day in 2009, 35 million tweets per day in 2010, [2] 200 million tweets per day in 2011, and 340 million tweets per day when Twitter celebrated its sixth year on March 21, 2012.
Using Social Media as a Channel• Through Social Media and other channels
a campaign was created to signpost residents to report potholes in the area.
• Results showed a 79% increase in new visitors to our report it webpage which resulted in a 12% drop in calls as direct result of our social media campaign.
Social Media Approach
• Responsive• Focus on Customer Queries and Comments
• Use Customer Insight to Shape Service Delivery
• Engaging• Direct Contact
• Build a Relationship of Trust
• Consistent• Advice and guidance on services provided
• Turn negative comments into positive outcomes
Responsive
Engaging
Reducing Costs
• Telephony Reduced by 154,000 through Channel Shift (2012 – 2014) that includes Social Media, Online Transactions and Mobile Technology.
• SOCITM Cost Per Telephone Transaction £2.90
• Telephony Savings £446,600
• Web / Mobile Channel has increased by 544,000 transactions (2012 – 2014)
A joined up approach to Customer Access
• Doing good stuff• No apology necessary• It’s not about technology it’s about culture• Everyone owns it, but the customer is in control• Adaptive businesses keep pace• You can start change today
@Adapt2Digital@StaffsCIO @StaffsDL
#SCCDigitalSummit
@Adapt2Digital@StaffsCIO @StaffsDL
#SCCDigitalSummit