Multi-Channel Citizen Engagement April 2021 Chair Opening - Delivering a Seamless Multi-Channel Experience to Engage the Digitally Driven Citizen
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Multi-Channel Citizen Engagement
April 2021 Chair Opening
Delivering a Seamless Multi-Channel Experience to
Engage the Digitally Driven Citizen
Brad F. Duncan
Digital Transformation
Resident Experience
Workforce Reimagined
Data Analytics
EY US State, Local & Education Leader
Government & Public Sector
How can digital government connect with their residents
without leaving the disconnected behind?
Investment in Competitive factor for It doesn’t stop
consumer states with a website
grade experience
Build a connected
Tie in inclusiveness
experience across channels
concepts
(ex. In person, digital, etc. )
United States Connected insights
Survey asked questions of residents on…
Attitudes
Attitudes
Life satisfaction Impact of towards and
towards data
and priorities COVID-19 I use of
privacy
technology
Attitudes Priorities for
towards and future public Values and
use of public services demographics
services
Page 5 8 July 2021 How can governments better serve citizens in our connected world?
Meet the personas
Diligent Strivers are young, pro-active self-improvers, keen to get on in life. They expect seamless digital
government services to help them achieve their aims and are comfortable sharing their data with
governments. They believe strongly in equal opportunities for all.
Capable Achievers are independent, successful and satisfied with their life. They are pragmatic
technophiles who embrace digital innovation. They trust governments to use their data appropriately,
but worry about it getting into the wrong hands.
Privacy Defenders tend to be are older, independent and comfortably off. They value technology and
the benefits it provides to them, but are extremely cautious when it comes to sharing their personal
data with government or private companies.
Aspirational Technophiles are younger well-educated city-dwellers. Motivated by success and new
opportunities, they incorporate technology and data into every facet of their life. They are excited by the
potential for new digital innovations to empower people and improve society.
How can governments better serve citizens in our
Page 6 8 July 2021
connected world?
Meet the personas cont.
Tech-Skeptics are older, on lower-incomes and relatively dissatisfied with their lives. They are distrustful
of government and skeptical about the benefits of technology. They tend to be opposed to data sharing,
even if there is a clear purpose.
Struggling Providers are younger and tend to be in low-paid, less secure work. They are above average
users of welfare services. They are ambivalent towards technology, lacking the access and skills for it to
make a big difference to their lives.
Passive Outsiders have lower levels of income and education. They are detached from the connected
world around them and generally reluctant to embrace change. They are relatively ambivalent on data
sharing but tend to feel the risks outweigh the benefits.
How can governments better serve citizens in our
Page 7 8 July 2021
connected world?Key questions to get started…
2 How do we restore trust through transparency
1
and engagement?
How do we provide differentiated support to the
most vulnerable citizens? New capabilities can help overcome a trust
gap and reinforce the contract between the
Tackling inequality will help spur sustainable state and residents
economic growth and improve population wellbeing
4
How can we innovate with new disruptive
3 Can we provide people with an optimal
experience of digital service delivery?
technologies and delivery models?
Exploiting “tech for good” can offer greater
More digital-savvy Americans expect convenience, efficiency gains and better
seamless services, available on demand outcomes
5 How can we maximize the data
opportunity to improve service
6 How can we tackle digital exclusion to ensure no
group is left behind?
efficiency and effectiveness? Governments must take steps to avoid
disenfranchising large numbers of people
Privacy and ethical considerations must
be addressed to drive value from dataYou can also read
