The last article in our 鈥淒ealing with Disruption鈥� series presented a conceptual architecture for Digital Nudges and demonstrated how it could be applied to improve crisis communications relating to a second-wave outbreak of the Coronavirus. In this companion piece, we seek to demonstrate that governments have ready access to the business applications and technologies required to deliver digital nudges today.

To achieve this, we鈥檒l map our conceptual architecture to 麻豆原创 products that are generally available and are already in use by governments around the world.

Conceptual Architecture

For reference, our conceptual architecture for digital nudges is depicted below.

Figure 1: A conceptual architecture for digital nudges.

听麻豆原创 Reference Architecture

Mapping our conceptual architecture to 麻豆原创 products provides assurance that our conceptual architecture can be delivered in practice.

Figure 2: An example reference architecture for digital nudges.

Note that 麻豆原创鈥檚 will evolve over time, so this bill of materials should be considered representative rather than prescriptive.

• Predictive Analytics:
  • : enables organizations to analyze the behavior of customers and to generate risk scores and insights.
• Contextualization:
  • : enables organizations to use consent-based marketing and advanced data analytics to engage customers with pinpoint accuracy.
• Experience Management:
  • : enables organizations to gather experience data and combine it with operational data to close experience gaps.

• Analytics:
  • : enables organizations to provide a single source of truth to decision makers about the most important business metrics in real time.
    : enables organizations to combine BI, planning, predictive, and augmented analytics capabilities into one simple cloud environment.
• Intelligent Technologies:
  • : enables organizations to process distributed data and provide users with intelligent, relevant, and contextual insights with integration across the IT landscape.
    : enables organizations to define functions that can be called from within SQLScript procedures to perform analytic algorithms.
• Data Management:
  • : enables organizations to deliver a data warehouse in the cloud to unite multiple data sources in one solution.
    : enables organizations to accelerate data-driven, real-time decision-making and actions via a high-performance in-memory database.
• Application Development & Integration:
  • : enables organizations to model, implement, integrate, and monitor custom process applications and integration scenarios.
  • : enables organizations to accelerate integration, simplify development of application extensions, and expand business value with an open ecosystem.

In presenting this reference architecture, our intent has been to provide a worked example to demonstrate that governments have ready access to the business applications and technologies required to deliver digital nudges today, using business and technology components from 麻豆原创.

While other vendors might be able to offer some components of a digital nudge platform, we believe there is a benefit in sourcing the end-to-end solution from a single vendor.

To read more Public Sector content or find out more about 麻豆原创’s Public Sector customers and products, visit:

The post Dealing with Disruption: 麻豆原创 Reference Architecture appeared first on 麻豆原创 Australia & New Zealand News Center.

The online event attracted over 60 delegates from the Australian and New Zealand public services, representing all levels of government.

Measuring citizen engagement

Included in the agenda was an online poll, focussing on how agencies measure the citizen experience and how they respond to citizen feedback. While the sample size is small and not necessarily representative of citizen engagement across the public sector, the responses were intriguing and prompted valuable discussion.

As shown, Customer Satisfaction (CSAT) is the most popular approach for measuring the citizen experience among our respondents.

A characteristic of this approach is that it鈥檚 a transactional measurement 鈥� CSAT reflects satisfaction with a specific interaction or service.

By comparison, relational measurements like Net Promoter Score (NPS) are better approaches for longitudinal analysis. Admittedly, it can be difficult to apply standard NPS questions about customer loyalty within a public sector context, but it鈥檚 possible to adapt the questions to focus rather on citizen trust in government.

Another measurement worth considering is听, which reflects the ease (or difficulty) of doing business with the organisation. In the commercial world, CES is an excellent predictor of customer churn, and while this typically isn鈥檛 an issue for government, agencies are motivated to make their online services accessible and easy to use.

Since this was a multiple-choice question, it was possible for the survey participants to select more than one response, and possibly that鈥檚 the optimal approach鈥� A sensible combination of these measurement tools can provide excellent insight into citizen satisfaction with service delivery, and the impact that experience has on citizen trust in government.

Using feedback

Encouragingly, all our respondents ask the citizen about their service delivery experiences.

Yet the responses to this question seem to align with the transactional measurement approach of CSAT.

Adopting a more relational approach, by embedding feedback throughout the process, can enable agencies to take proactive action and mitigate risks before they turn into problems.

We could argue the merits of all these responses 鈥� it鈥檚 important that agencies respond in a variety of ways to close-the-loop with citizens.

We鈥檝e observed that citizen satisfaction is increasingly being included in agency service commitments, and it鈥檚 encouraging to see that this feedback is also being actively used to inform service design.

Untapped opportunity

There appears to be an untapped opportunity for data-driven policy development among our respondents, to truly close-the-loop on citizen feedback.

It鈥檚 interesting that more than half of respondents cited issues with motivating and engaging a representative sample of citizens as their biggest challenge in measuring citizen experience.

SIDG research into听, suggests that a bi-directional view could help to increase participation in government surveys.

Two-way conversation

The rationale being that, if the citizen can see how the data the government is collecting will be used to serve them better, they will be more willing to engage and contribute.

Improving the efficiency and effectiveness of service delivery has always been a motivating factor for collecting citizen feedback, so the leading response here is not all that surprising.

It鈥檚 encouraging to see a relatively high percentage of our respondents wanting to focus on keeping citizens informed throughout the service delivery process.

Public sector best practice

Experience from leading government agencies suggests that providing transparency and traceability into government processes can improve the citizen鈥檚 perception of the timeliness of service delivery.

This might be because the citizen can see their case progressing through the system in real-time, giving them confidence that their feedback has been heard and is being actioned.

The SIDG would like to thank all respondents to our online poll, as well as our partners from the PSN and QUT. We found the participants鈥� responses to be very insightful and through-provoking, and we hope that sharing these reflections will further progress the conversation.

If you鈥檇 like to find out more about becoming a Responsive Government,听.

The post Responsive Government: Reflections on our Citizen Experience poll appeared first on 麻豆原创 Australia & New Zealand News Center.