Customer relationship management in e gov 3.0 v1'
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Future customers and CRMs for Senior Government Officials and Officials from Sri Lanka Scientific Service
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Customer relationship management in e gov 3.0 v1'
- 1. Customer relationship management in Gov 3.0 Sameera JayawardenaSameera Jayawardena
- 6. 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
- 7. The socially conscious consumer Customer analytics change lives human services integrate virtual tools into service delivery
- 8. 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
- 9. eGovernment for Good Governance
- 10. 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
- 12. eParticipation
- 13. Some Cases
- 14. Transparency
- 16. Consultation
- 17. 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
- 18. 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
- 20. References http://government-2020.dupress.com/ http://www.onemap.sg/index.html http://www.challenge.gov/list/ http://eparticipation.eu/ https://ideas.ecitizen.gov.sg/a/index https://consult.defra.gov.uk/ “The Future of Government”, WEF http://yoursay.sa.gov.au/ http://www.developmentprogress.org www.gov30.go.kr https://ams-ix.net
- 21. References http://government-2020.dupress.com/ http://www.onemap.sg/index.html http://www.challenge.gov/list/ http://eparticipation.eu/ https://ideas.ecitizen.gov.sg/a/index https://consult.defra.gov.uk/ “The Future of Government”, WEF http://yoursay.sa.gov.au/ http://www.developmentprogress.org www.gov30.go.kr https://ams-ix.net
- 22. Thank YouThank You!! Sameera JayawardenaSameera Jayawardena sameeraj@icta.lksameeraj@icta.lk imsameeraj@gmail.comimsameeraj@gmail.com