Hybris Citizen Engagement AcceleratorMaking it simple for Public Sector organisations to

interact with citizens regardless of channel or device

Stuart Dickinson

CEO, Oxygen

May 2017

Citizens are not satisfied with current “eGov”

In Australia in 2015 12.5% of

people use government digital

services each month

12.5%

… and 55% are disappointed

55%

Source: DTO, Oct 2015 https://www.dto.gov.au/blog/announcing-our-work-programme

Digital Government is not about saving money, it is about productivity gain.”

Malcolm Turnbull2015

“

Stages of digital transformation in Public Sector

Stage 1

eGov Portals Focus

Stage 2

Open Government

Stage 3

Data Centricity

Stage 4

Fully Digital & Omni-channel

Source: Introducing the Gartner Digital Government Maturity Model

Our approach

People

ProcessTechnology

ProcessTechnology

Our approach – People

People

Front-line people

are experts in

citizen outcomes

People

ProjectsInclude front-line

people into the

projects

RoleFront-line people to

be ‘the voice of the

citizen’

OutcomeHave clear citizen

experience outcome

KPIs

Technology

Our approach – Process

People

Process

Parent’s passport with residence permit

Attested Marriage Certificate

Discharge summary from hospital

of mother & child

Parents Emirates ID

Birth Notification

Passport of baby

Baby’s birth certificates (English & Arabic)

Job copy of sponsor/Salary certificate

Attested tenancy and/or house ownership

Health Insurance of baby

1-30 Days:

Arabic birth certificate

from Al Baraha

1 week

Physical Point

of Service

Courier

1 day 2 days 4 weeks 2 weeksn days

Day 3:

Birth notice collected

from private hospital

2 days

Arabic birth certificate

1-30 Days

English birth

certificate from MoH

1-30 Days:

Attestation from

MOFA

Photograph of new born

1 Day to 2 weeks

Citizenship & passport

with embassy

1-120 days

Apply for residency

visa and Emirates

14 days

Collect residency visa

& Emirates ID

Day 0:

Attested Marriage

certificate to Hosp.

Day 1 (Week 1):

Baby is born to

Australian parents

Expatriate – New born baby (current journey)

Day n - x:

All docs loaded at

registration

Day 1 (Week 1):

Baby is born

Day 2 (Week 1):

Foreign passport

arrives by courier

Day 6 (Week 2):

Residency visa arrive

via courier

Courier

2 days 14 days 2 days

Any device

Day n:

Register with hospital

n days

Day 0:

Upload photo of

new born

n days

Authenticating

kiosk

Expatriate – New born baby (future journey)

Life admin

Where is that ‘photo point’?

What was required?

Process

Think from the citizen perspective

Design across all channels

Don’t let the ‘problems’ dictate

your thinking

Sometimes all it takes is a small wording tweak!

1 2 3 4

Our approach – Technology

People

ProcessTechnology

Service. Citizen. Request. Inform.Leveraging data to drive omni-channel engagement

Single view of citizens

Single view of account information

Single view of tax filings and applications

Single view of status

Single view of requests and services

Single view of costs

Single view of refunds

Single Source of Truth

Single Source of Truth

WEB MOBILE CALL

CENTER

SOCIAL SEARCH EMAILPRINTSELF-

SERVICE

AGENCY

ERP TRM CRM HOME

GROWN

DATA

POOLS

APIs & EXPERIENCE MANAGEMENT

PLATFORM, INFRASTRUCTURE, INTEGRATION

SERVICE DATA MANAGEMENT

COMMUNICATIONS SERVICE & CASE MANAGEMENTCITIZEN SELF-SERVICE

NON-SAP SYSTEMSAP ERP, GRANTOR, SOCIAL SERVICES,

TAX & REVENUE MANAGEMENT

Simplified Front Office for Public Sector with SAP Hybris

WEB MOBILE IN STORE/

BRANCH

CONTACT

CENTER

MARKETPLACE IOT SOCIAL SMS/NOTIFICATION

SEARCH ADS/

SEO

DIGITAL ADS EMAIL PRINT

Key capabilities

Payments (received or paid)

Forms (service request)

Document Management

Bookings

Relationships

Government funded purchasing

Messaging

Tasks

Search (content)

Agnostic services API

Wizards/Calculators

3rd party providers

Our focus is on accelerating citizen engagement projects

Making it simple for Public Sector organisations to interact with citizens regardless of channel or device

Theme Capabilities Level of Government

Whole of Government

focused

Messages

Tasks

Internationalisation

3rd Party Providers

Calculators

Government-funded Purchasing

APIs

Social Experience

Multi-agency focused Activity Feed

Payments (to Citizens)

Tax Experience

Bookings

APIs

Holistic Citizen

Engagement

Wizards

Relationships

Bill Payments

Search (content)

APIs

Service Requests

Release 1

Accessibility

Agnostic APIs

My Account

Document Management

Forms

Bill payment framework City/Local State/Regional Federal/Nation

Technology

Single view of the citizen

Citizen needs a single view

of you

Citizen experience-centric Master Data

Loose coupling between citizen experience and

back office systems

1 2 3 4

PREDICTIVE EXPERIENCES

REQUEST

REGISTER

APPLY

FILE

SAVE

COMPLETE

SEND

SHARE

BROWSE

CLICK

OPEN

CLOSE

IGNORE

HOVER

PROFILEIMP

LIC

ITE

XP

LIC

IT

RELEVANCE

NORMALIZATION

LISTENING

ENGAGEMENT

EVENTS FROM

TRIGGERS TO

Blockchain

Most of all, just start and iterate wildly.

Thank you.