sean simpson ocio connect panel session modernizing ... · sean simpson ocio connect panel session...
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OCIO Connect Panel Session Modernizing Ci5zen Experiences
Sean Simpson Ac5ng Manager, Informa5on Technology Division
City of Surrey
Smart Surrey Strategy
Our Interpreta5on of Digital Strategies, Intelligent Communi5es, and Smart Ci5es Consider innova5on and technological advancements as a key component in decision making, strategy and investment
Service Delivery Innova5on Pillar
Focuses on technology and innova5on driven ini5a5ves that seek to improve the resident customer experience when doing business with the city
Transforma5on Journey
What if external expecta5ons change? Ci5zen / customer frustra5on Major transforma5on of the organisa5on and culture Surrey Request App example
Ci5zen Channels
Surrey Request App
Expecta5ons
Consistent Experience in: Categories/ques5ons All departments / business areas All channels Messaging Timing
City Must ShiO
The ShiO
Cultural shiO in view “outside to inside view” We want more service requests We want ci5zen engagement We want to provide a beRer user experience
Keep Requestor No5fied
Standard messaging required for:
• Upon receipt of request • Upon close (duplicate) • Upon close (sent to external agency) • Upon forward to another department • Upon placement onto program for later • Upon resolu5on
Email Engineering: Your submiRed Service Request is recorded as: ID #: 746708 Address: 13450 104 AVE Category-‐Type: ROADS -‐ No5fica5on of Sidewalk, Curb or Letdown Problem Details: What is the problem? Overhanging trees Thank you for your request. Our goal is to resolve your problem as effec5vely and efficiently as possible. A City representa5ve may contact you if we need more informa5on. If you have any ques5ons pertaining to the resolu5on of your request, please call us at (604)591-‐4152 during regular business hours. Please ensure you can provide your Service Request ID #. You can review all your submissions using the Surrey Request App -‐ available for download at hRp://www.surrey.ca/request hRp://apps.surreyrequest/reques5d?746708
Repor5ng
• % service requests open • Average days to close service request • Totals • Channel trends • Ques5on / category analysis
Cost Per Channel Channel Cost/ Transac/on
Walk-‐in $9.00
Web Chat $7:00 -‐ $7:50
Live Phone Agent $4.50 -‐ $5.30
Email $2.50 -‐ $3.00
Phone -‐ Self Service $0.45 -‐ $1.85
Web -‐ Self Service $0.25 -‐ $0.65
Cost breakdown, Forrester Research report, 2009 Social media and self serve apps are considered to be equivalent to the Web -‐ Self Service channel
Surveys Subminng a Service Request via the Surrey Request App or else the Report-‐a-‐Problem website with your email address means that the City of
Surrey can contact you via email regarding the resolu5on of the issue or your request.
Please rate the value to you of being updated via email on the resolu5on status:
QUESTION TOTAL: 367 NO RESPONSE: 0
OPTIONS TOTAL PERCENT O1 Very Valuable 240 65.40% O2 Somewhat Valuable 93 25.34% O3 Not Sure 24 6.54% O4 Somewhat Unnecessary 4 1.09% O5 Very Unnecessary 6 1.63%
Learn and Apply
My Surrey App
Home Page Transaction example screenshot MySurrey App Integration
Mobile Example Screenshots
Ongoing and Next Steps
Web & Digital Government Advisory Group
Governance Standards, templates, and paRern libraries
APIs and Open Data BC Dev Exchange
Thank You
[email protected] 604.591.4730 Smart Surrey Strategy www.surrey.ca/smartsurrey BC Developer’s Exchange – Surrey hRps://bcdevexchange.org/programs/City%20of%20Surrey