1. Service Delivery via Gov 2.0 What is Gov 2.0 and how does it affect Contact Centre Service Delivery? Presenter | Jeremy Dickson Ministry of Economic Development
Introduce yourself and the MED… Disclaimer, key industry leader, look young and I am…. 2 kids and wife at home If phone rings cause signal predecessor Andrew Wagg, inherited a well run CentreNZs most helpful govt dept, been Advisor, Team Leader, Manager ITS Companies MCA IPONZ CM RSM Want people to get something out of this and show off.. ;o)
Assumption that the basics are done well We are part of chain, part of business primarily where Centre links in our business online and then voice – web is front door – centre defects or added value Govt Contact Centre conference, the assumption also that our service strategy is highly geared around SSC drivers: The service experience met your expectations Staff were competent Staff kept their promises - that is, they did what they said they would do You were treated fairly You feel your individual circumstances were taken into account It's an example of good value for tax dollars spent BOS Strategic objectives The topics I am going to cover today include: What is Gov 2.0 Where we were Where we are and going
Note key words in bold including technology not the be all and end all only an enabler….
Examples – this is gov2.0
Public square Internet – email Internet two way – self service, feedback Everyway – Community – its all social (FBook, twitter etc), feedback, engagement
Social Media – the web is one big community… for good or bad Add to the conversation… They are already having it….. The voice of the people is everywhere
The impact has to be opportunities or we’re living in Gov1.0 Transparency – nothing is sacred or closed off, calls can be recorded emails can go around… Engage before you get there.. Leads to partnerships/Collaboration…. Ultimately our engagement is to make service better….. Transparency = engagement = partnerships but I’ll give it a try SSCs drivers become pretty important
Feedback - publish it and results Request a call – offer it to every customer View progress of calls online Publish Centre strategic Plan..? Open Data…… outside of our spectrum but we hear the customer
Be where the users are… minimal investment all the infrastructure is there The ability for anyone to hear anything, and say anything to everyone How you answer the phone… Hi this is Dave at the BNZ…
They are free……. Seen Engagement open data in education on monday Show companies twitter
Blog theory behind it, engagement, portal, marketing channel further online
Haven’t cracked this one yet within government its what are the synergies in the work we do for us Charities Commission and Charitable Trust Register, IPONZ and Companies Partnerships coming from engagement comes from transparency Knowing who the private sector/communities are that relate to us IPONZ and Companies Office IR and Companies Office -
Foundation, continuous improvement, feedback to the boardroom, client centric Online 1995 Early 2000 Open Source 2005 – websites, knowledge store, CRM Engagement … up to 2008
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