Online Self-Service 1.0 (OSS) focused on simply making information available to citizens and businesses through websites. However, expectations have increased and individuals now expect to transact online (OSS 2.0) with Government – apply, claim, register. Traditional approaches to delivering online transactions are expensive and time intensive, resulting in a gap between citizen expectations and government services.
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The State of the Online Channel according to…
Mary
Meeker
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Preference for Online
dropped in 2011, Phone
increased
- Mobile access growth?
- Can’t do enough online?
The State of the Online Channel according to…
Mary
Meeker
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Mail and In-person channels
are still widely used, but
most (42%) people would
prefer to use e-government
channels [if available]
The State of the Online Channel according to…
Mary
Meeker
Preferred Service Delivery Channel
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“Convenience” is the driver
for use of the Online Channel
The State of the Online Channel according to…
Mary
Meeker
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35% of Government
transactions involve
providing information
(forms)
The State of the Online Channel according to…
Mary
Meeker
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Forms continue to be a
Barrier to eGovernment
The State of the Online Channel according to…
Mary
Meeker
Once you know that you’ve got to fill a
form in for something you know you’ve
either got to mail it in or
scan it and email
He went online to find that he could
actually sort of log in and apply for
some of it but he is still ended up
having to read them and then take all
the forms in.
I jumped on the internet to see if it was a
form that I could fill out and just do
everything on the internet.
I printed it off … but it wasn’t something
that I could completely do over the internet.
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The State of the Online Channel according to…
Mary
Meeker
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The rate of adoption for new
technologies is accelerating
The State of the Online Channel according to…
Mary
Meeker
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Australian’s love their 3G/4G
with as many subscribers as
people!
The State of the Online Channel according to…
Mary
Meeker
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And if you think the Tablet
Revolution is hype…think
again: 2% 29% in 3 years
The State of the Online Channel according to…
Mary
Meeker
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The State of the Online Channel according to…
Mary
Meeker
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We’ve already got 3 screens,
get ready for the 4th (TV)
The State of the Online Channel according to…
Mary
Meeker
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Desktop dominates @ work
Tablet dominates @ home
SmartPhone ever present
The State of the Online Channel according to…
Mary
Meeker
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Online activity peaks during
Ad breaks in popular TV
shows – Tablet Convenience
The State of the Online Channel according to…
Mary
Meeker
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Mobile is growing rapidly…
but mobile-ready capabilities
still lag for High-Stakes
Transactions
The State of the Online Channel according to…
Mary
Meeker
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In summary…
ONLINE has come of age (some years ago)
MOBILE is growing (rapidly)
It’s a MULTI-SCREEN world – get used to it
We can FIND a lot online,
We can’t DO as much online
CONVENIENCE is king
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We can FIND a lot online,
We can’t DO as much online
In summary…
WHY?
WHY DO I
CARE?
WHAT CAN I
DO?
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Typical Situation we see in C2G and B2G
VOLUME
VALUE
LOW MEDIUM HIGH
HIGH
MEDIUM
LOW
CAR
LICENCE
TRUCK
LICENCE
GRANT
APPLICATION
BENEFIT
APPLICATION
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Online Transaction Continuum
PRINT & FILL
PDF FORM
STRAIGHT
THROUGH
PROCESSING
It doesn’t have to be all or nothing!
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WHY aren’t more transactions online?
Most ERP or CRM systems
include a web self-service
capability.
Software development tools and
Portal technologies can be used
to develop powerful online
experiences
PROs
Pre-integrated to existing core-
business systems
Flexible integration in a multi-
system environment
CONs
In a multi-system environment,
won’t meet the requirement
to deliver OSS across all
business systems.
Expensive and lengthy projects
Expensive and lengthy projects
IT involvement required to
deploy new products / service
Need to cater for multi-screen
ERP
/
CRM
PORTAL
/
CUSTOM
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EPA's Electronic Notice of Intent (eNOI)
Situation
The Environmental Protection Agency (EPA) processes hundreds of
thousands of “Notice of Intent” requests each year. The backlog was
overwhelming and resulted in customer frustration and multi-week
processing of applications. Many times too late.
Solution
Avoka SmartForm Factory and Adobe LiveCycle
Replaced error-prone paper forms with SmartForms and automated
Business Processes integrated to EPA’s compliance systems
Registered individuals access forms, enter data, submit filled forms,
add attachments and track the status of their permit applications.
EPA staff review, approve, reject, or put on-‐hold applications.
Outcome
All of EPA Region 6 Gulf of Mexico offshore oil and gas drilling permits
have been converted to electronic
Elimination of 2 weeks processing per application was achieved
Better Customer Satisfaction. SmartForms guide the users through
the process with real-time validation
+1MM Cost Savings| 0 Errors | 20x Process improvement
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Development Applications Made Simple with
SmartForm Factory in the Cloud
Situation
Local Government - City of Ryde -16 suburbs in Northern
Sydney with 40,000+ dwellings. Development Application (DA)
hugely complex form - a pain point in local government.
DA was a PDF/paper form, inherently error prone & inefficient,
created a bad user experience both internally & externally.
Solution
SmartForm Factory Self-Service Cloud – cost-per-transaction.
Reduced pages by 50%. User selects 1 or more of 36 application
types (e.g. subdivision, pool, renovation etc) & fills in
appropriate form based on selection (+ attachments) - the form
guides the user, prevents errors.
Built to drive automated registration - instigates back-end
automation & improves data collection.
Outcome
Better service delivery to constituents
Improved data quality & streamlined processes
Cost effective & scalable
No Paper – No Errors| 5 Week Project |Cloud Self-Service
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Cyclone Yasi – Rapid Online Response
Situation
In 2011, Cyclone Yasi devastated Northern
Queensland leaving people homeless and out of
work. The Federal Government, through
Centrelink, needed to respond quickly through
the Disaster Wage Assistance program.
Solution
Avoka SmartForm Factory was used to design and
deploy a powerful online SmartForm application
allowing businesses to register themselves and
their employees for Wage Assistance
Outcome
The Online application was delivered in 3 days
Employers self-registered for assistance delivering
validated information to Centrelink for processing
and reducing burden on Call Centre
Delays associated with paper forms were avoided
SmartForm Ready in 3 Days | Errors & Delays Avoided
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Close
Slides will be provided
Webinar recording will be made available
www.youtube.com/avokatech
Send a form to info@avoka.com
Notas do Editor
Thank you for joining us this morning.
In our 30 minutes, we’re going to
Review research from 3 different perspectives regarding the growth of digital as a channel
Review why there are not more transactions online given the popularity of online
Look at the options for moving transactions online including OSS 2.0 with Avoka SmartForm Factory
Including an 8 minute demonstration of how SmartForm Factory can enable electronic service delivery
And finally we’ll discuss 3 examples of Online Self-Service in action across Gov both local and international
We will make these slides available after the presentation.
Let’s start with the insight provided by some recent analysis
Let’s begin with AGIMO’s most recent survey of Australian’s use and satisfaction with e-Gov services
Interestingly the preference for online actually dropped in 2011 compared to previous years. The report doesn’t offer any insight as to why this might be. But some possible explanations include
- With the growth of mobile – are citizens more likely to phone as the phone is at hand?
- And if transactions can’t be completed online, is it better just to call?
- Also, when using a Mobile App – many people don’t believe this is “online”
If available – 42% would choose to use the online channel (this represents the highest percentage across the various channels)
And the reason people prefer the online channel is simple – CONVENIENCE
Online allows them to do what they want, when and where they want – and this convenience is a stronger driver for channel selection
When looking at the types of transactions involved in Government transactions, 35% involve providing information from the Citizen to the Government – also known as Forms
However, anecdotal evidence from citizen quotes in Focus Group sessions shows Forms are still a barrier to the online channel. People expect to have to Print & Fill paper forms and then deliver by mail, email or in person, over the counter.
Changing gear for a moment, Mary Meeker is viewed by many as the Queen of the Internet. As a partner at Kleiner, Perkins, Caulfield and Byers she releases an annual INTERNET TRENDS report. The full report can be found on Slide Share. Just search for Mary Meeker.
One observation from Mary’s latest report is the fact that the rate of adoption of new technologies is accelerating. If you look at this graph – the green, almost invisible segment represents the sales of iPods in the first 8 Qtrs or 2 years after release.
The Orange segement shows sales of iPhone in the first 2 years from release and
The Blue segment shows the sales of iPads in the first 2 years. In its first 8 Qtrs, iPad out sold iPhone 3:1
Interestingly – Australia also has one of the highest penetrations of 3G and 4G globally. In fact, with a population of 22m there are 22m mobile internet subscriptions in Australia which represents 76% of Australians and 21% growth on the previous year.
And if you thought the popularity of Tablets was inflated – think again. In just 3 years, tablet and eReader devices have gone from 2% to 29% penetration across the US adult population.
CBA may be viewed as an unusual case study for a Government seminar – but as the largest bank in the nation they offer an insight in to a significant cross section of the population
Interestingly, CBA are already dealing with the fact that many customers expect to engage the bank on 3 screens – PC, Tablet and Phone. And the bank is preparing for the 4th screen – the Smart TV.
Now when the bank looks the 3 current form factors and the % of logins by device and time of day. Its obvious that Desktop dominates the business day, SmartPhones are ever present but interestingly, Tablet out performs all other devices between 6pm and 11pm – so if you sit at home with an iPad on the sofa beside you…you’re not the only one. The convenience of that form factor is evident in the behaviour shown in this chart.
And CBA takes it a step further – observing peaks and troughs in Ad breaks during popular TV shows.
But like many organisations – the bank recognises that whilst the online channel is growing in popularity, many high stakes transactions such as Opening a new Account and Applying for a loan are simply too hard on mobile devices.
So – in summary, this combined research is telling us that
Online has come of age, some years ago
Convenience is king when choosing a channel
Mobile is and continues to grow at a rapid rate
We are now in a multi-screen world and need to design for it
But whilst we can find a lot through the online channel, we still can’t do as much online as we’d like
So WHY IS THAT, WHY SHOULD YOU CAN and WHAT CAN YOU DO ABOUT IT?
The reasons we can’t do more online is because it can be a challenging task to move from paper to digital.
If you were to plot an organisation various transactions on a graph with two axes – one representing each transaction’s VOLUME and the other showing the VALUE of that transaction – we would end up with a Scatter diagram as follows.
Some transactions would be High Volume / High Value – whilst others, still important, may not be quite as high volume / value.
Typically you would end up with a scatter chart showing that the range of transactions cover all areas of the chart.
Now some of these transactions simply don’t justify the investment to move them online. And chances are many of the High Volume and High Value transactions are online already. However, there are a large percentage of transactions that are important – but not sufficiently important to justify the typically high cost of going online.
When looking to migrate forms to the online channel – it doesn’t have to be All or nothing. There is an Online Transaction Continuum that ranges from Print & Fill forms all the way through to Straight Through Processing.
But even providing customers with the ability to fill forms on their PC or mobile devices with validation of fields, Submit the form for processing and manually key the form in to core business systems will provide significant benefit both to the customer and the Government organisation. Significant efficiencies in data accuracy can be achieved. And if designed correctly, these forms can be easily integrated at a later stage to achieve Straight Through Processing.
The current volume of Print & Fill forms across Australian Government websites is significant. And each one of these forms is error prone and expensive to process.
And when you consider the fact that most people with SmartPhone or Tablet devices have never connected those devices to a printer, and considering the earlier research that indicates mobile and tablet usage is growing rapidly – ever PDF form that needs to be printed represents a dead-end for the citizen experience when connecting to government on a mobile device.
So with quite a significant challenge ahead – what are the options for addressing it?
Traditional approaches available to the business can be categorised in to two areas.
Most core business systems like SAP and Siebel have a web front-end. This can be deployed to provide internet based access to those systems. Unfortunately most businesses run on multiple systems for Case Management, CRM, Asset Management etc. So deploying the web front-end for one of those systems won’t deliver a web accessible solution for ALL transactions. Plus – those systems tend to be transactional and focused on how the business operates internally, not the desired Citizen Experience. These systems are also expensive.
The other option is to use a Portal Technology or simply software deveopment tools like Java, .NET and HTML to create a custom user experience. This addresses the need to interface to multiple systems and allows for the desired citizen experience to be developed – but is costly, time consuming and creates a significant maintenance over head.
Over the last 8 years, Avoka has developed an alternative approach to address the need for data collection at an enterprise level.
Avoka SmartForm Factory is a customer transaction platform that sits at the intersection between the individual and the organisation to support the need for enterprise data collection.
There are two primary usecases for SmartForm Factory.
On the left we have Online Self-Service which allows a citizen to Apply, Claim, Register etc. This is the delivery of information from citizens to government.
On the right we have the Field Mobility scenario, where agents of Government (such as case workers) go in to the field to collect information for inspections and audits.
But Customer Transactions involve more than just a form.
SmartForm Factory is a platform that in addition to providing a powerful electronic forms capabiltiy, also supports the need for Payments, Signatures (both digital and ink), Supporting Documents, Integration for pre-population / validation / submission processing.
Forms created in SmartForm Factory include incorporate responsive design meaning that an optimal experience will be delivered on PC, Tablet and SmartPhone devices from a single form design. All transactions and data are secured.
Complex forms can be saved and returned to for completion. The organisations business rules can be incorporated without programming and powerful analytics can advise the agency as to how many times a form was abandoned, how long it takes to complete a form and which sections of the form are causing citizens the most problems.
SmartForm Factory is designed to allow a Government agency to make Any Form accessible on Any Device, Anywhere and anytime.
Let’s take a look.
SmartForm Factory is a platform that delivers everything required to enable online customer transactions.
Starting at the bottom of this diagram
COMPOSER is the cloud based tool for SmartForm creation. Powerful SmartForms can be created with no programming and a single form design delivers PC, Mobile and Interactive PDF smartforms. Composer is in the cloud, but stores no data – it is simply a design tool.
SmartForm MANAGER can be hosted in the cloud or on-premise. MANAGER controls the review & approval process for publishing forms and hosts the form definitions and displays the form on request – delivering an optimised experience for PC, Tablet and SmartPhone devices. SFM also manages submissions, partially saved forms, integration, payments – it encapsulates a decade of learnings from hundreds of smartform projects.
SmartForm Factory offers 3 primary ways to allow end-users to interact with published SmartForms
The web plug-in allows SmartForms to be integrated in to an exsiting website
The Self-Service portal provides a customisable out-of-the box portal that customer’s can self-register, access forms securely, manage partially compelted forms and view a submission history.
And the Self-Service App provides all of this in a native App for Apple, Google Android and Windows devices. IF YOU HAVE an iPad or Google Tablet – please go to the app store and search for Avoka. Its free to download the app and it includes 3 sample forms to demosntrate the capabilities.
SmartForm Factory is in use across a range of Govenrment agencies. Lets look at 3 specific examples.
In the US, the Environmental Protection Agency processes hundreds of thousands of Notice Of Intent requests each year for activities that may impact the environment such as off-shore exploration.
This hugely complex project with many stakeholders was tackled with SmartForm Factory and Adobe LiveCycle to provide an online facility for lodgement, processing and tracking of requests. EPA have estimated in excess fo $1m in savings per annum and a reduction in processing times by 2 weeks which makes EPA clients very happy.
Closer to home- the Local Government council of Ryde in Sydney’s north west implemented SmartForm Factory to provide an online forms capabilty to voer the 100+ forms council receives from rate payers.
Ryde opted for a completely Cloud Hosted deployment of SmartForm Factory and chose the king of forms – the Development Application (for building or modifying a property) as the first transaction to migrate – They wanted to ensure the platform could process not only the simple, but the complex transactions. From contract signing to User Accceptance Testing was just over 4 weeks – demonstrating what the platform can achieve in a short time frame when leveraging out of the box capabilities.
And finally (continuing the theme of rapid deployments), the Department of Human Services can called in to action to support affected businesses in QLD in the wake of Cyclone Yasi.
The prime minster made a public commitment to offer wage assistance to affected businesses within a 2 week period.
DHS contacted Avoka with the requirements for the form including eligibility criteria and just 3 days later, the form was delivered to Human Services to deploy to the website. This form leveraged the existing SFF deployment at the Dept of Innovation.
Errors and inelligible requests were quashed for all users of the online SmartForm – allowing DHS staff to focus on processing valid requests for assistance.
Thank you for your time this morning – I hope you found the content useful.
The slides will be made available shortly and a recording of this presentation will be on the avoka website shortly – please feel free to share it with colleagues.
Also – Avoka’s YouTube channel – youtube.com/avokatech contains a wide range of video presentations and demonstrations that you should find informative.
Finally – if the challenge of migrating forms to the online channel is of interest, please fell free to email an example of a form you would like to tackle to info@avoka.com. We’ll take your form, with no obligation, and show you what can be achieved in a couple of days.
Have a great day.