![Twitter Users
• In Twitter's short history:
• 5,000 tweets per day in 2007
• 500,000,000 tweets per day in 2013
• The intermediate steps were 300,000 tweets per
day in 2008, 2.5 million tweets per day in 2009, 35
million tweets per day in 2010, [2] 200 million
tweets per day in 2011, and 340 million tweets per
day when Twitter celebrated its sixth year on March
21, 2012.](https://image.slidesharecdn.com/digitalfutureofpublicservces250914finalk-140925112811-phpapp01/85/Digital-Future-of-Public-Servces-29-320.jpg)
Digital Future of Public Servces
- 2. The Future of Digital Public Service 25 September 2014 @StaffsCIO @Adapt2Digital @StaffsDL #SCCDigitalSummit
- 4. Staffordshire Context • More Commissioning • Local partners delivering • Communities increasingly important • Public expectations • Organisations working in a digital way
- 7. It’s about culture, not technology • iPad only 4 years old • What about the digital divide? • In 2014 84.3% (573,000) of people in Staffordshire over 16 used the internet • How about the other 15.7%!! • Adaptive Staffordshire
- 8. Who is responsible? You, me, everyone
- 9. Innovation in public sector
- 12. Evolution
- 13. Sea of technology change
- 14. Technology Audience Business Volume Time 1900 1960 1990 2000 2014 Big gap Huge gap
- 18. “We have the good fortune of a large, inventive team and a patient, pioneering, customer-obsessed culture – great innovations, large and small, are happening everyday on behalf of customers, and at all levels throughout the company. This decentralized distribution of invention throughout the company – not limited to the company’s senior leaders – is the only way to get robust, high-throughput innovation. What we’re doing is challenging and fun – we get to work in the future.” Jeff Bezos
- 20. Masters of Real time social media
- 22. 70% 30% 23% 77% “The need to transform was urgent for us as a business”
- 24. • Define what digital means for you, your business and your customer • Understand your customer and don’t take your foot off the peddle! • Become more adaptive
- 25. Improving Resident Contact • In Staffordshire, residents have told us they want to have more choice with how they engage with us and to be able to access us in a variety of ways, with minimum fuss.
- 28. • Mobile (tablet and smartphone) share of UK traffic increased from 22.8% to 37% in 2013 • UK consumers are far ahead of Europe in terms of using smartphones for online shopping. Mobile Share in the UK • Out of 18 European countries surveyed, the UK has the highest percentage of people who make a monthly purchase on their smartphones, with 32%. This is compared to just 8% in France, 15% in Germany and 19% in Sweden.
- 29. Twitter Users • In Twitter's short history: • 5,000 tweets per day in 2007 • 500,000,000 tweets per day in 2013 • The intermediate steps were 300,000 tweets per day in 2008, 2.5 million tweets per day in 2009, 35 million tweets per day in 2010, [2] 200 million tweets per day in 2011, and 340 million tweets per day when Twitter celebrated its sixth year on March 21, 2012.
- 30. Using Social Media as a Channel • Through Social Media and other channels a campaign was created to signpost residents to report potholes in the area. • Results showed a 79% increase in new visitors to our report it webpage which resulted in a 12% drop in calls as direct result of our social media campaign.
- 31. Social Media Approach • Responsive • Focus on Customer Queries and Comments • Use Customer Insight to Shape Service Delivery • Engaging • Direct Contact • Build a Relationship of Trust • Consistent • Advice and guidance on services provided • Turn negative comments into positive outcomes
- 32. Responsive
- 33. Engaging
- 34. Reducing Costs • Telephony Reduced by 154,000 through Channel Shift (2012 – 2014) that includes Social Media, Online Transactions and Mobile Technology. • SOCITM Cost Per Telephone Transaction £2.90 • Telephony Savings £446,600 • Web / Mobile Channel has increased by 544,000 transactions (2012 – 2014)
- 35. A joined up approach to Customer Access
- 36. • Doing good stuff • No apology necessary • It’s not about technology it’s about culture • Everyone owns it, but the customer is in control • Adaptive businesses keep pace • You can start change today @StaffsCIO @Adapt2Digital @StaffsDL #SCCDigitalSummit
- 37. @StaffsCIO @Adapt2Digital @StaffsDL #SCCDigitalSummit
Editor's Notes
- #14: The tsunami slide - will be animated hopefully.
- #15: Timing has to be right, right!?
- #16: Digital Fear & Excitement It is scary, but it doesn’t have to be. It is exciting but only if you commit to it. http://www.thinkwithgoogle.com/campaigns/oreo-daily-twist.html
- #17: It’s about storytelling – Actually the whole digital revolution is about story telling. It’s about becoming more human through digital: serving human’s
- #18: Amazon is arguably the most compelling example of digital leadership and innovation. Jess Bezos at the helm from the start – never bowing down to stakeholders or internal pressures – always pushing and driving digital experimentation, test and learn mindsets – we’ve all heard of the delivery drones! Well know their mastery of innovation and collaboration are trying to move things beyond what customers are asking for towards predicting their needs…literally - with the new concept of predictive parcelling.
- #20: Burberry a great example of a company that created a digital strategy and that led from the top down.
- #21: Oreo and Starbucks good examples of mobile and social beyond a functional add on.
- #22: Great example of
- #23: Show how we work to create collaboration http://www.theguardian.com/media-network/media-network-blog/video/2014/mar/18/nancy-mckinstry-wolters-kluwer-digital-transformation