RICHARD FOY DIGITAL TRANSFORMATION | RESULT 10 | REALME - - PowerPoint PPT Presentation

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RICHARD FOY DIGITAL TRANSFORMATION | RESULT 10 | REALME - - PowerPoint PPT Presentation

Jul 01, 2023 34 likes •834 views

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

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RICHARD FOY

DIGITAL TRANSFORMATION | RESULT 10 | REALME

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ECCENTRICITY BY DESIGN

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ECCENTRICITY BY DESIGN !

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“ ”

BETTER PUBLIC SERVICES, DIGITALLY.

RESULT 10

New Zealanders can complete their transactions with government easily in a digital environment.
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NEW ZEALANDER-CENTRIC

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SLIDE 8 Pragmatic user of services MARY Overloaded seeker of services CHRIS burdened worried fatigued frustrated striving dedicated self-critical pessimistic Confident navigator of services JULIAN savvy early adopter driven informed positive resourceful analytical expects the best Disenfranchised critic of the system SHONA resistant struggling disengaged anxious jaded headstrong sceptical Isolated user of services AMIIR bewildered stunned insular anxious grappling unaccustomed resigned grateful hopeful Unfamiliar seeker of services NING new daunted unsure determined achiever hopeful adaptable willing unassuming Self-focused maximiser of services NIKKI self-centredfickle under the radar casual ingenious unfocused social aimless Reluctant navigator of the system FRED distressed in crisis pressured vulnerable
  • verwhelmed
confused emotionally depleted in comfort zone stable considered
  • ptimistic
measured patient approachable conscientious

NO ‘AVERAGE’ NEW ZEALANDER

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GOVERNMENT

citizen

MIND THE GAP!

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YOLO!

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WOOT!

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WTF?

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:-(

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FOMO

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LOL!

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OMG FFS!

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SIGH...

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heartbreak

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SLIDE 34 Pragmatic user of services MARY Overloaded seeker of services CHRIS burdened worried fatigued frustrated striving dedicated self-critical pessimistic Confident navigator of services JULIAN savvy early adopter driven informed positive resourceful analytical expects the best Disenfranchised critic of the system SHONA resistant struggling disengaged anxious jaded headstrong sceptical Isolated user of services AMIIR bewildered stunned insular anxious grappling unaccustomed resigned grateful hopeful Unfamiliar seeker of services NING new daunted unsure determined achiever hopeful adaptable willing unassuming Self-focused maximiser of services NIKKI self-centredfickle under the radar casual ingenious unfocused social aimless Reluctant navigator of the system FRED distressed in crisis pressured vulnerable
  • verwhelmed
confused emotionally depleted in comfort zone stable considered
  • ptimistic
measured patient approachable conscientious

NO ‘AVERAGE’ NEW ZEALANDER

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CUSTOMER OF THE

FUTURE...

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LUCY

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LUCY ALWAYS ON 24/7 365 DEMAND STREAMING x MOBILE HYPER-CONNECTED. INSTANT

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LUCY

2010AD

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LUCY

2010AI

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AI

LUCY

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AI = AFTER IPAD AI

LUCY

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AI = AFTER IPHONE

LUCY

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AI = AFTER INTERNET/WWW

LUCY

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100% PURE DIGITAL NATIVE

LUCY

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100% PURE DIGITAL CITIZEN

LUCY

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LUCY

5

in 2015

16

in 2026 18 in 2028 20 in 2030

14

in 2024 $ NCEA NHI
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CONNECTED. ALWAYS ONDEMAND STREAMINGMOBILE 24/7 365 x HYPER- INSTANT

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LUCYWILL HER EXPERIENCE DIGITAL HOW

100% PURE DIGITAL CITIZEN

WORLD.

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LUCY WILL SERVICES NZ EXPERIENCE PUBLIC HOW

100% PURE DIGITAL CITIZEN

?

?

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T W F?

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T W F?

hy he uss

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T W F?

hy he

  • rms
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O L L!

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O L L

ive n ine!

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M O G.

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M O G.

rganise y

  • vt
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F F S!

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F F S !

ast rictionless ervice

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GOVERNMENT IS A MACHINE

very complex v

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LUCY, 4

BORN 2010

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WILLIAM, 12

BORN 2002

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LAURA, 18

BORN 1996

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JEAN, 84

BORN 1930

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LUCY LAURA WILLIAM JEAN

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S t u d e n t V e h i c l e D r i v e r T a x p a y e r V i c t i m T r a m p e r I m m i g r a n t

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LUCY

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CITIZEN

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GEOCENTRIC

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HELIOCENTRIC

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ASSISTED DIGITAL SUMMIT

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DEEPER INSIGHT

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SLIDE 78 Applying for my accommodation I decide to study in Wellington and The Cube sounds like the best option. Processing application Processing application Dad can’t afford to pay my My study’s approved Massey confirms I’ve been Applying for money I fill out forms again! I want a one stop shop to sort everything out.. Applying for my study I fill out the form and send in some documents. Applying for a scholarship Getting references Filling-in application Getting documents certified Getting a photo Filling-in application Getting references Basic info Specifi c info Basic info Specifi c info Specific info Basic info Specific info Basic info Checking eligibility Specifi c info Basic info Applying for student loan and allowance Basic info Specifi c info Basic info Specific info Basic info Getting parents’ income information Massey N Z Q A B I R T H C E R T Proof of address BIRTH CERT Proof of address I don’t know where I am going to live Aren’t we in Why didn’t I Why can’t they get this from somewhere else? Don’t they already have it? Basic info What is a JP? What a hassle! I went to some old guy Why am I logging into to something else to get to StudyLink? I’m scared I won’t get my living cos in time to move I don’t want Mum and Dad to worry about money split up and I can’t can’t get Secondary to Tertiary Customer Experience Current state Massey Julie Walters Julie Walters is 18 and lives with her Dad in Christchurch. Her Mum and Dad separated when she was 12. Health science has always interested her and she has decided to follow her friend to Wellington to study nursing at Massey. Education Current state - Journey Map introduction This journey map demonstrates what Julie has to go through to move from secondary to tertiary education to begin her nursing study. It also shows what the agencies need to do. 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 there is no link between the services. At present RealMe has a very small role; students need to have a RealMe login to apply for student loan and allowance with study link. Pain points Julie is forced to establish her eligibility & identity multiple times with different agencies. This involves her getting documents, references, getting them verified and posting them. The flipside of this is that agencies need to expend their resources handling and processing hard copy martial and matching it with digital information. Julie needs to provide basic information about herself to 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. Julie Business StudyLink AMP scholarship fund Processing application Processing application Pr I’ve already provided – Providing the same information again and again

A SERVICE JOURNEY...

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SLIDE 79 ishing my money application my loan and allowance application and run nd getting documents to send Dad changes his job OMG! Dad can’t afford to pay my accommodation anymore so I apply for a student allowance again. My allowance is declined StudyLink approves my loan but my allowance is declined My study’s approved Massey confirms I’ve been accepted Getting parents income information again Specific info Getting parents’ income information pplication Basic info BIRTH CERT
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ss N Z Q A B I R T H C E R T Proof of address BIRTH CERT Proof of address Basic info Getting confirmation of study Reapplying for student allowance Specifi c info Getting allowance approved Getting my loan approved but allowance declined I move into The Cube and start studying I don’t know Aren’t we in Why didn’t I Specific info Basic info N Z Q A B I R T H C E R T Proof of address BIRTH CERT Proof of address Basic info My student allowance is approved Why can’t they get Don’t they already I’m scared I won’t I don’t want Mum So much stuff to send in! My parents have split up and I can’t get information from
  • ne of them!
My parents have split up and I can’t get information from
  • ne of them!
$ Processing application Studylink Confirming study Massey g application I’ve already provided – Having to get and send hard copy evidence
  • cuments certified
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{

Applying for my accommodation I decide to study in Wellington and The Cube sounds like the best option. Processing contract Massey Processing application Processing application Finishing my money application I sign my loan and allowance application and run around getting documents to send Dad changes his job OMG! Dad can’t afford to pay my accommodation anymore so I apply for a student allowance again. My allowance is declined StudyLink approves my loan but my allowance is declined My study’s approved Massey confirms I’ve been accepted Finishing my study application I go to my doctor to arrange a blood test. Confirming accommodation Yay ! I can sign my contract Applying for money I fill out forms again! I want a one stop shop to sort everything out.. Applying for my study I fill out the form and send in some documents. Applying for a scholarship Getting references Filling-in application Signing contract Getting parents income information again Getting documents certified Providing medical information Getting a photo Filling-in application Getting references Basic info Specifi c info Basic info Specifi c info Specific info Basic info Specific info Basic info Checking eligibility Specifi c info Basic info Applying for student loan and allowance Basic info Specifi c info Basic info Specific info Basic info Basic info Specific info Getting parents’ income information Signing application Basic info NZQA BIRTH CERT P r
  • f
  • f
a d d r e s s BIRTH CERT Proof of address NZQA BIRTH CERT P r
  • f
  • f
a d d r e s s BIRTH CERT Proof of address Basic info Specific info Getting confirmation of study Massey Reapplying for student allowance Specifi c info Getting allowance approved NZQA BIRTH CERT P r
  • f
  • f
a d d r e s s BIRTH CERT Proof of address Getting my loan approved but allowance declined I move into The Cube and start studying I don’t know where I am going to live All this just for a signature ! Aren’t we in the 21st century ? Why didn’t I do this earlier? Specific info Basic info NZQA BIRTH CERT P r
  • f
  • f
a d d r e s s BIRTH CERT Proof of address Basic info My student allowance is approved Why can’t they get this from somewhere else? Don’t they already have it? Basic info What is a JP? What a hassle! I went to some old guy Why am I logging into to something else to get to StudyLink? I’m scared I won’t get my living costs in time to move in. I don’t want Mum and Dad to worry about money So much stuff to send in! My parents have split up and I can’t get information from
  • ne of them!
My parents have split up and I can’t get information from
  • ne of them!
$ Secondary to Tertiary Customer Experience Current state Processing application Studylink Confirming study Massey Processing application Studylink Massey Julie Walters Julie Walters is 18 and lives with her Dad in Christchurch. Her Mum and Dad separated when she was 12. Health science has always interested her and she has decided to follow her friend to Wellington to study nursing at Massey. Education Current state - Journey Map introduction This journey map demonstrates what Julie has to go through to move from secondary to tertiary education to begin her nursing study. It also shows what the agencies need to do. 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 there is no link between the services. At present RealMe has a very small role; students need to have a RealMe login to apply for student loan and allowance with study link. Pain points Julie is forced to establish her eligibility & identity multiple times with different agencies. This involves her getting documents, references, getting them verified and posting them. The flipside of this is that agencies need to expend their resources handling and processing hard copy martial and matching it with digital information. Julie needs to provide basic information about herself to 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. Julie Business StudyLink AMP scholarship fund Processing application Massey Processing application Processing application Printing and posting stuff I’ve already provided – just for a signature Having to get and send hard copy evidence Having to get evidence verified Providing the same information again and again Getting documents certified

...IS AN EMOTIONAL JOURNEY!

customer emotions and feelings