digital transformation of citizen engagement
TRANSCRIPT
Niall McKeown, John Briggs, Eleanor Gill, Kuldip Sandhu
Digital Transformation Training
Digitally Transforming Community Planning
79%7%
14%
UKDigital Inclusion
Recent BBC/Go On UK Survey
๏ Basic digital skills๏ Confident ๏ Expert
๏ Task specific๏ Learning the ropes
๏ Reluctantly online
๏ Never have, never will๏ Was online but no longer
๏ Willing and unable
“The current public services setup today is broken, largely because it used technology to automate - not redesign current services.”
Digitising government by Alan Brown, Ferry Fishenden & Mark Thompson
Crying babyKitchen fireSome calls
InterruptionsDistractionsMost calls
TriviaBusy WorkBrowsing
PlanningStrategyExerciseChange
Urgent Not Urgent
Impo
rtant
Not I
mpo
rtant
The Right Mindset
1999 2007 2010 2015
Our Own Transformation Journey
“digital first” or “digital by default”
Websites, e-Commerce or “Citizen Portals”
Engaging of Citizens via Social Media
The Implementation of Technology
Digitisation of Existing Services
0504030201
What is Digital Transformation?NOT
^
What is Digital Transformation?
DigitalTransformation
DigitalThe word “digital” is a synonym for the pace of change that’s
occurring in today’s world, driven by the rapid adoption of technology.
TransformationHow an organisation is built to change, innovate and reinvent
rather than simply enhance and support the traditional methods.
What is Digital Transformation?
The Principle Disciplines Leading Digital Transformation
DigitalTransformation
Communication Technology
Lead
ersh
ip
Technology Support
RapidSolutionBuilders
Marketing Tactics
Communications Leadership
Short Term Management
Leading StepChange
Strategy creates a transformed organisationPeople and a culture of innovation sustains it
Technology & Communications is the means by which it is delivered
Digital Business Strategy
Technology & Data
Capability
OrganisationalAlignment
CustomerEngagement
Culture &People
Agile Innovation
Transformed Council
Purpose
Mastery
Autonomy
Actionable Strategy
Data Enabled
Decisions
Measurable Progress
Collaborating
Co-Creating
Innovating
HappierStaff
GuidingLeaders
EngagedCitizens
Digitally Transforming Community Planning
“Suffers from Engagement Apathy” • EU Funding Consultation• Public Realm Schemes • Economic Strategy• All Departmental Strategy• PSNI Citizen Engagement• BIDS Engagement Strategy• Plus many many more….
“Lots of work, little in the way of visible return”
The 4 Key Stakeholders
Council Councillors
AgenciesCitizens
Community
CouncilCouncilers
AgenciesCitizensCommunity
The 4 Key Stakeholders
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
Connect
Connect
Jan Feb Mar Apr May June July
0
4000
8000
12000
16000
Norwich Sheffield Birmingham Derry~Londonderry
21st May 2010
Connect
๏ Connectors๏ Context๏ Content๏ Mavins๏ Salesmen
Councillors Digital Connectors
Context
Content
Citizen
Council
Connect
๏ Connectors๏ Context๏ Content๏ Mavins๏ Salesmen
Councillors Digital Connectors
Context
Content
Citizen
Council
๏ Identify๏ Understand๏ Communicate๏ Community๏ Leadership
The Digitally Transformed & Thinking Council
The
CommunityBuilder
Bringing The Citizen Into The ConversationUsing Communication TheoryYour Council
Building a Community
Councillors Digital Connectors
Context
Content
Citizen
Council
๏ Identify๏ Understand๏ Communicate๏ Community๏ Leadership
The Digitally Transformed & Thinking Council
The
CommunityBuilder
Bringing The Citizen Into The ConversationUsing Communication TheoryYour Council
Building a Community
Councillors Digital Connectors
Context
Content
Citizen
Council
Identify Your Connectors
Sports Religious Political Education Music
1. Connector/Reach
2. Connector/Reach
3. Connector/Reach
4. Connector/Reach
5. Connector/Reach
Totals
Grand Total
15 Minutes to Find Your Connectors
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
Context
Citizen
Council
Councillor Super Connectors
Connectors
Mavins
Salesmen
Content Engagement
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
Strategy
Corporate Plan
Health Economy Social EnvironmentSocial
Obesity Men’s Health HealthMental Health Ageing Population
Strategy
Corporate Plan
Health Economy Social EnvironmentSocial
Obesity Men’s Health HealthMental Health Ageing Population
StrategyCouncil
Purpose
Validated
Outcome
CouncillorsWho
Desired Outcome
Message Map
CitizensTarget
Context
Tasks
AgenciesResponsible
Consulted
Informed
Strategic TasksTo-Do List
Men’s Health
Get citizens to on-board
200
To test if we can create campaigns, find connectors and
be engaging with citizens
Swimmers >> Sport >> Wider Community
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
Community Planning Campaigns
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Connect Strategy
CampaignsAnalysis
Community
Campaigns
Value Proposition1.Empathy with Pains2.Vision of Pain Relievers3.Additional council Gain Creators4.Which result in citizen Gains5.That enable completion of Tasks
Male Health
Campaigns
Pains (context)Pain Relievers
Gain Creators
Male Health
Pleasures
Message Map
TasksOutcomes Citizen
Council
Value Proposition Canvas
Campaigns
15 Second Message Map
Male Health
Their Pain
Our Planed Pain Reliever
Our Gain Creators
Their GainTheir
Jobs Done
Campaigns
Digital Assets & OnboardingMale Health
Digital Survey
Strategic TasksTo-Do List
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Connect Strategy
CampaignsAnalysis
Community
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
Community Planning Engagement & Analysis
The Changing Relationship With Community
Awareness
Onboard
Engagement
Leadership
Ambassadors Community
Community
Community
Question asked • 12m
Getting Ards & North Down men moving to reduce diabetes
Help clean tow path
The creation of a tech hub
Leisure centre upgradesor community formed exercise classes supported by the council?
Community recyclingPlanning permission misconceptions
Ards centre regeneration
Parking in town centre
New roundabout @ Main StWhat exhibition would benefit the area most?
Question asked • 12mHealth Top Citizen Contributors
Top Councillor Contributors<more>
Question asked • 1d
Question asked • 1w
Patrick McGuinness
Joseph Lennon
Gareth McKeown
Jim Jackson
Mary Stokes | DUP
Jim Plant | SF
Tom Goodfellow| Indy
<follow>
<follow>
<follow>
<follow>
<follow>
<follow>
<follow>
Jim Plant | SFEnvironment
Claire Celea | Top Citizen Contributor June 2015
We’d like a cleaner towpath free from dog mess and litter. The Council spends over £63,000 p.y. in upkeep. How could the public work with Council to reduce this cost and create a cleaner… <more>
“I’d be all in favour of becoming a member of a citizen lead cleaning project. If the council provided signs, extra bins and collects the rubbish I know a few friends that would walk that path every week. If it get’s enough upvotes, I’d work with the council to lead a project…”<more>
Economy Clare Jackson
John Briggs
The Council is considering inviting inspirational speakers to help inspire small businesses to innovate more and create more jobs for the area
Can the Ards FC create an over 40s team? We need 15… <more>
Community
Question asked • 12m
Getting Ards & North Down men moving to reduce diabetes
Help clean tow path
The creation of a tech hub
Leisure centre upgradesor community formed exercise classes supported by the council?
Community recyclingPlanning permission misconceptions
Ards centre regeneration
Parking in town centre
New roundabout @ Main StWhat exhibition would benefit the area most?
Question asked • 12mHealth Top Citizen Contributors
Top Councillor Contributors<more>
Question asked • 1d
Question asked • 1w
Patrick McGuinness
Joseph Lennon
Gareth McKeown
Jim Jackson
Mary Stokes | DUP
Jim Plant | SF
Tom Goodfellow| Indy
<follow>
<follow>
<follow>
<follow>
<follow>
<follow>
<follow>
Jim Plant | SFEnvironment
Claire Celea | Top Citizen Contributor June 2015
We’d like a cleaner towpath free from dog mess and litter. The Council spends over £63,000 p.y. in upkeep. How could the public work with Council to reduce this cost and create a cleaner… <more>
“I’d be all in favour of becoming a member of a citizen lead cleaning project. If the council provided signs, extra bins and collects the rubbish I know a few friends that would walk that path every week. If it get’s enough upvotes, I’d work with the council to lead a project…”<more>
Economy Clare Jackson
John Briggs
The Council is considering inviting inspirational speakers to help inspire small businesses to innovate more and create more jobs for the area
Can the Ards FC create an over 40s team? We need 15… <more>
Community
Question asked • 12m
Getting Ards & North Down men moving to reduce diabetes
Help clean tow path
The creation of a tech hub
Leisure centre upgradesor community formed exercise classes supported by the council?
Community recyclingPlanning permission misconceptions
Ards centre regeneration
Parking in town centre
New roundabout @ Main StWhat exhibition would benefit the area most?
Question asked • 12mHealth Top Citizen Contributors
Top Councillor Contributors<more>
Question asked • 1d
Question asked • 1w
Patrick McGuinness
Joseph Lennon
Gareth McKeown
Jim Jackson
Mary Stokes | DUP
Jim Plant | SF
Tom Goodfellow| Indy
<follow>
<follow>
<follow>
<follow>
<follow>
<follow>
<follow>
Jim Plant | SFEnvironment
Claire Celea | Top Citizen Contributor June 2015
We’d like a cleaner towpath free from dog mess and litter. The Council spends over £63,000 p.y. in upkeep. How could the public work with Council to reduce this cost and create a cleaner… <more>
“I’d be all in favour of becoming a member of a citizen lead cleaning project. If the council provided signs, extra bins and collects the rubbish I know a few friends that would walk that path every week. If it get’s enough upvotes, I’d work with the council to lead a project…”<more>
Economy Clare Jackson
John Briggs
The Council is considering inviting inspirational speakers to help inspire small businesses to innovate more and create more jobs for the area
Can the Ards FC create an over 40s team? We need 15… <more>
Community
Question asked • 12m
Getting Ards & North Down men moving to reduce diabetes
Help clean tow path
The creation of a tech hub
Leisure centre upgradesor community formed exercise classes supported by the council?
Community recyclingPlanning permission misconceptions
Ards centre regeneration
Parking in town centre
New roundabout @ Main StWhat exhibition would benefit the area most?
Question asked • 12mHealth Top Citizen Contributors
Top Councillor Contributors<more>
Question asked • 1d
Question asked • 1w
Patrick McGuinness
Joseph Lennon
Gareth McKeown
Jim Jackson
Mary Stokes | DUP
Jim Plant | SF
Tom Goodfellow| Indy
<follow>
<follow>
<follow>
<follow>
<follow>
<follow>
<follow>
Jim Plant | SFEnvironment
Claire Celea | Top Citizen Contributor June 2015
We’d like a cleaner towpath free from dog mess and litter. The Council spends over £63,000 p.y. in upkeep. How could the public work with Council to reduce this cost and create a cleaner… <more>
“I’d be all in favour of becoming a member of a citizen lead cleaning project. If the council provided signs, extra bins and collects the rubbish I know a few friends that would walk that path every week. If it get’s enough upvotes, I’d work with the council to lead a project…”<more>
Economy Clare Jackson
John Briggs
The Council is considering inviting inspirational speakers to help inspire small businesses to innovate more and create more jobs for the area
Can the Ards FC create an over 40s team? We need 15… <more>
Community
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
Analysis
1397 22 104 117 Day Citizen Participation
7 Day Councillor Participation 7 Day Council Participation 7 Day Agency Participation
View More
View More
View More
View More
New Participants
Citizen Councillor Council Agencies
6430 28 45 16
Analysis
Analysis
Analysis
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
CouncilCouncilers
AgenciesCitizens
Transformation of Community Planning
Community
Connect Strategy
CampaignsAnalysis
Build
Plan
Create
Deliver & Reward
Niall McKeown, John Briggs & Eleanor Gill
Digital Transformation Experts
Digitally Transforming Community Planning
Analysis
1397 22 104 117 Day Citizen Participation
7 Day Councillor Participation 7 Day Council Participation 7 Day Agency Participation
View More
View More
View More
View More
New Participants
Citizen Councillor Council Agencies
6430 28 45 16