RICHARD FOY DIGITAL TRANSFORMATION | RESULT 10 | REALME
ECCENTRICITY BY DESIGN
ECCENTRICITY BY DESIGN !
BETTER PUBLIC SERVICES, DIGITALLY. RESULT 10 “ New Zealanders can complete their transactions ” with government easily in a digital environment.
NEW ZEALANDER-CENTRIC
NO ‘AVERAGE’ NEW ZEALANDER MARY CHRIS JULIAN SHONA Pragmatic Overloaded Confident Disenfranchised user of services seeker of services navigator of services critic of the system early adopter optimistic burdened driven patient disengaged sceptical frustrated conscientious measured struggling analytical informed positive striving anxious in comfort zone self-critical resourceful jaded fatigued worried resistant stable considered headstrong dedicated pessimistic expects the best savvy approachable NING NIKKI AMIIR FRED Unfamiliar Self-focused Isolated Reluctant seeker of services maximiser of services user of services navigator of the system hopeful in crisis pressured achiever under the radar stunned insular daunted aimless confused determined unfocused overwhelmed anxious willing social bewildered grateful new hopeful unaccustomed adaptable self-centred fickle ingenious distressed vulnerable unsure unassuming casual grappling emotionally depleted resigned
GOVERNMENT MIND THE GAP! citizen
YOLO!
WOOT!
WTF?
:-(
FOMO
LOL!
OMG FFS!
SIGH...
heartbreak
NO ‘AVERAGE’ NEW ZEALANDER MARY CHRIS JULIAN SHONA Pragmatic Overloaded Confident Disenfranchised user of services seeker of services navigator of services critic of the system early adopter optimistic burdened driven patient disengaged sceptical frustrated conscientious measured struggling analytical informed positive striving anxious in comfort zone self-critical resourceful jaded fatigued worried resistant stable considered headstrong dedicated pessimistic expects the best savvy approachable NING NIKKI AMIIR FRED Unfamiliar Self-focused Isolated Reluctant seeker of services maximiser of services user of services navigator of the system hopeful in crisis pressured achiever under the radar stunned insular daunted aimless confused determined unfocused overwhelmed anxious willing social bewildered grateful new hopeful unaccustomed adaptable self-centred fickle ingenious distressed vulnerable unsure unassuming casual grappling emotionally depleted resigned
CUSTOMER OF THE FUTURE ...
LUCY
INSTANT 24/7 x 365 ALWAYS ON DEMAND STREAMING MOBILE LUCY HYPER-CONNECTED.
LUCY 2010 AD
LUCY 2010 AI
LUCY AI
LUCY AI = AFTER IPAD AI
LUCY AI = AFTER IPHONE
LUCY AI = AFTER INTERNET/WWW
LUCY 100% PURE DIGITAL NATIVE
LUCY 100% PURE DIGITAL CITIZEN
LUCY $ in 2028 20 NCEA in 2026 18 16 NHI 14 5 in 2030 in 2015 in 2024
INSTANT 24/7 x 365 ALWAYS ONDEMAND STREAMINGMOBILE HYPER- CONNECTED.
HOW LUCYWILL EXPERIENCE HER DIGITAL WORLD. 100% PURE DIGITAL CITIZEN
HOW WILL LUCY EXPERIENCE NZ ? PUBLIC SERVICES ? 100% PURE DIGITAL CITIZEN
W F? T
W F? T hy he uss
W F? T hy he orms
L L! O
L L O ine ! ive n
O G. M
O M G. rganise y ovt
F S! F
F F S ! ast rictionless ervice
GOVERNMENT IS A MACHINE very complex v
LUCY, 4 BORN 2010
WILLIAM, 12 BORN 2002
LAURA, 18 BORN 1996
JEAN, 84 BORN 1930
WILLIAM LUCY JEAN LAURA
d e n t S t u l e D r i v e r V e h i c T a x p a y e r I m m i g r a n t T r a m p e r V i c t i m
LUCY
CITIZEN
GEOCENTRIC
HELIOCENTRIC
ASSISTED DIGITAL SUMMIT
DEEPER INSIGHT
Secondary to Tertiary Pr Providing the same Customer Experience I’ve already provided – information again and Current state again I don’t know where I am going to live Julie Walters Filling-in application Filling-in application Why can’t they get this from Why didn’t I Basic Specifi Basic Specifi somewhere else? I don’t want Mum info c info info c info Why am I logging Don’t they already and Dad to worry into to something have it? Julie Checking eligibility about money else to get to Getting references can’t get StudyLink? Basic Specifi Getting a photo info c info Julie Walters is 18 and lives with her Dad in Christchurch. Basic info Aren’t we in Her Mum and Dad separated when she was 12. Health science has always interested her and she has decided to Basic Specific Applying for student loan and allowance Getting documents certified info info follow her friend to Wellington to study nursing at Massey. What a Getting parents’ income information split up and I can’t What is a hassle! Basic Specifi H T R I went to B I Education Current state - Journey Map introduction JP? T info c info R E C Getting references some old A Q Z N This journey map demonstrates what Julie has to go guy through to move from secondary to tertiary education to BIRTH Basic Proof of Proof of Applying for a scholarship CERT address address info begin her nursing study. It also shows what the agencies I’m scared I won’t need to do. Basic Specific get my living cos Basic Specific info info info info in time to move This journey map is made up of phases, which require her to complete a number of processes and steps/actions. Julie needs to apply with each business individually and Applying for my Applying for my study Applying for money My study’s approved there is no link between the services. accommodation I fill out the form and send in some I fill out forms again! I want a one stop Dad can’t afford to pay my Massey confirms I’ve been At present RealMe has a very small role; students need to I decide to study in Wellington and The documents. shop to sort everything out.. have a RealMe login to apply for student loan and allowance with study link. Cube sounds like the best option. Pain points AMP scholarship fund Julie is forced to establish her eligibility & identity multiple times with different agencies. This involves her getting Business documents, references, getting them verified and posting Processing application them. Processing application Processing application Massey The flipside of this is that agencies need to expend their Massey resources handling and processing hard copy martial and matching it with digital information. A SERVICE JOURNEY... Julie needs to provide basic information about herself to StudyLink Processing application each agency, sometimes more than once for the same agency. The complexity of this process means students get things wrong and miss things out. This means agencies waste their time asking for more information.
Having to get and I’ve already provided – send hard copy evidence pplication I don’t know Reapplying for student allowance Why can’t they get ocuments certified Specifi Why didn’t I c info So much I don’t want Mum Don’t they already stuff to My parents have send in! split up and I Getting parents income information again can’t get BIRTH information from of CERT ss one of them! Aren’t we in Basic H T R info B I R T E C My parents have A Q Z N Getting parents’ income information split up and I can’t BIRTH get information from Getting allowance approved Getting confirmation of study Basic Specific Getting my loan approved but allowance Proof of Proof of CERT address address info info one of them! declined Basic H T info R B I T R E C A Q N Z I’m scared I won’t BIRTH Basic Specific Proof of Proof of CERT address address info info I move into The Cube and ishing my money application start studying Dad changes his job My study’s approved My allowance is declined My student $ my loan and allowance application and run OMG! Dad can’t afford to pay my Massey confirms I’ve been StudyLink approves my loan but allowance is nd getting documents to send accommodation anymore so I apply accepted my allowance is declined approved for a student allowance again. Confirming study Studylink Processing application Massey g application
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