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Government portals and Directgov,March 2007,About Gov3,Gov3 was launched in September 2004 by the core team in the UKs Office of the e-EnvoyGov3 is unique: we use our inside government experience of IT enabled change to advise and support governments and international institutions. We are in a market of one - no other major global consultancy can match our offerGov3 is now one of the worlds fastest growing international public sector consultancy businesses. In our first 2 years we have:Worked on IT enabled transformation with 30 governments, across five continentsWorked with the European Commission, OECD, the UN and the World BankRecruited a global network of consultants with inside government experience of IT enabled change in the public sector,Background,Traditional e-government delivery,Thousands of government websites, all organised round structure of government not needs of customerConfusing customers with agencies competing to provide similar servicesReplicating the offline offer, rather than exploiting the benefits of technologyIncoherent or inadequate branding and marketingAbsence of systems to learn about the customers government do have, so they can offer them targeted services,Putting a portal on top of this does not help!,Source: National Statistics Omnibus Survey,% of Population,0,10,20,30,40,50,60,Buying online,Banking online,Government online,Take-up in the UK,Where we are going,Citizens want moreYounger citizens think differently and demand more Global business is setting the paceThe traditional way of delivering government wont work in the future.,We are moving to a citizen-centric public sector,User demands,Oneplace,Builtfor me,Killerapplication,A realbrand,Single serviceover multiple channels,The foundations of effective delivery,How Directgov works,?,One stop e-shop,Customer segmented clusters,Single serviceDelivering information and services in the way that people use them,USA, Canada and UK,Portal,Destination,UK onlineUSA FirstgovHelp (Austria),CanadaClusters,DirectgovGovHKCroatia,Integration,Take-up trajectory for Directgov,Internet users,Portal users,Internet users per 100 population,Portal users per 100 population,Directgov,UKonline,United Nations benchmarking shows a wide spread of e-Government performance,Source: United Nations e-Government Readiness Report 2004. 1: e-participation index covering information, consultation and decision-making, 2: web-government index covering interactivity, transactions and networked presence.,Walk-in(including kiosk and intermediated Internet),Citizen-centric business management,Citizen-centricity easy to say, complex to deliver,Transformedcustomerexperience,Lowercost,Public policy outcomes,Citizen-centric channel management,Governance,Service-oriented IT architecture,Key service delivery processes,Enablers,Internet,DiTV,Phone(and mobile devices),Mail,Citizen-centric customer management,Delivery vision,Portfolio management,Service proposition & design,Marketing communication,Customer needs intelligence,Channel management strategy,Skills and expertise,Principles of citizen-centricity,A compelling online offer