Omnichannel for government- better delivery through data!

1. OMNICHANNEL - GTA GOVTALK
Better Delivery
Through Data GTA GOVTALK 16 NOV 2016
OMNI-CHANNEL
FOR GOVERNMENT:

2. OMNICHANNEL - GTA GOVTALK
QUESTIONS?

3. OMNI-CHANNEL | GTA GOVTALK
JORDAN HIRSCH
Director, Strategy
Phase2
@jordanhirsch

4. OMNI-CHANNEL | GTA GOVTALK
And why should you care?
WHAT IS
OMNI-CHANNEL?And why should you care?

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OMNI-CHANNELCreating a personalized,
frictionless, contextual, &
continuous experience for
your users regardless of
channel, format, location,
or device - online & offline.

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NOT JUST MULTICHANNEL
single channel multi-channel omni-channel

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8. OMNI-CHANNEL | GTA GOVTALKOMNI-CHANNEL | GTA GOVTALK

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SO WHAT?

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SO WHAT?
Citizens Expect More
OMNI-CHANNEL | GTA GOVTALK

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What is the risk?
SO WHAT?
OMNI-CHANNEL | GTA GOVTALK

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And why should you care?
ELEMENTS OF
OMNI-CHANNELTouchpoints+And why should you care?Channels
OMNI-CHANNEL | GTA GOVTALK

13. OMNI-CHANNEL | GTA GOVTALKOMNI-CHANNEL | GTA GOVTALK
CHANNELSThe means of an interaction

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TOUCHPOINTSA specific point of interaction

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OMNI-CHANNEL
EXAMPLES
Using data to enhance service delivery
OMNI-CHANNEL | GTA GOVTALK

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BOSTONCityScore

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RED
CROSSDigital Operations
Center

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GETTING THEREData, Personas, User Journeys
OMNI-CHANNEL | GTA GOVTALK

19. OMNI-CHANNEL | GTA GOVTALK Image credit: DesignHooks
PERSONAS
Who are your citizens?

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Image credit: Alan Ho
How do your citizens access
government services?
USER JOURNEYS

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What do you know
about your citizens?
DATA AUDIT

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How far along are you?
CHANNEL
AUDIT

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Culture + Data
BEING
OMNI-CHANNEL

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STRATEGY
• Think about your goals
• Plan a strategy to get you there
• Use this as a framework to experiment
• OMNI-CHANNEL is content. Content
needs strategy.
Where do you want to go?

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DATA
Set it free!
OMNI-CHANNEL | GTA GOVTALK

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CULTURE
Don’t “do” omni-channel,
BE omni-channel

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QUESTIONS?I’ll be back!