omnichannel for government

OMNICHANNEL - GTA GOVTALK

Better Delivery Through Data GTA GOVTALK 16 NOV 2016

OMNI-CHANNEL FOR GOVERNMENT:


QUESTIONS?

OMNI-CHANNEL | GTA GOVTALK

JORDAN HIRSCH Director, Strategy

Phase2 @jordanhirsch


And why should you care?

WHAT IS OMNI-CHANNEL?



OMNI-CHANNELCreating a personalized, frictionless, contextual, & continuous experience for your users regardless of channel, format, location, or device - online & offline.


NOT JUST MULTICHANNEL

single channel multi-channel omni-channel

OMNI-CHANNEL | GTA GOVTALKOMNI-CHANNEL | GTA GOVTALK


SO WHAT?


SO WHAT?Citizens Expect More



What is the risk?

SO WHAT?




ELEMENTS OF OMNI-CHANNEL

Touchpoints+ And why should you care?Channels



CHANNELSThe means of an interaction


TOUCHPOINTSA specific point of interaction


OMNI-CHANNEL EXAMPLES

Using data to enhance service delivery



BOSTONCityScore


RED CROSS

Digital Operations Center


GETTING THEREData, Personas, User Journeys


OMNI-CHANNEL | GTA GOVTALK Image credit: DesignHooks

PERSONASWho are your citizens?


Image credit: Alan Ho

How do your citizens access government services?

USER JOURNEYS


What do you know about your citizens?

DATA AUDIT


How far along are you?

CHANNEL AUDIT


Culture + Data

BEING OMNI-CHANNEL


STRATEGY• Think about your goals • Plan a strategy to get you there • Use this as a framework to experiment • OMNI-CHANNEL is content. Content

needs strategy.

Where do you want to go?


DATASet it free!



CULTUREDon’t “do” omni-channel,

BE omni-channel


QUESTIONS?I’ll be back!

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