Driving Public Sector Services to the Web & Online Community Engagement

About

The landscape of doing business and service delivery is rapidly changing, with the internet and Web 2.0 technologies changing the way organisation’s engage and deliver services to stakeholder and customers. Government has the opportunity to embrace these developments and experience the benefits that come from new communications and sharing methods.

This conference will provide you with the tools you need to help drive and sustain change within your organisation and will provide you with a unique opportunity to hear from New Zealand’s leading Web 2.0 experts. Not only will you hear from our panel of experts, but you will also have an opportunity to network with your peers and share your ideas on how New Zealand’s public sector is going to lead the charge into the unknown.

Government organisations can take advantage of these new dynamic technologies to:

  • Provide better services to its citizens
  • Improve access to and quality of information and data
  • Improve organisation knowledge and collaboration
  • Streamline organisational structures
  • Improve operating efficiency and governance
  • Engage more directly with communities

Registration Specials
Register two people from your organisation and the second attends free of charge! Reserve your place before the 14th of September 2011 and save an additional $300.

Agenda

Agenda: Day 1

8.30

Registration & Coffee

9.00

Opening Remarks from the Chair

Julian Carver, Managing Director, SERADIGM

9.10

The 21st Century Public Sector: Envisaging Public Sector Service Delivery and Community Engagement in 2015 and Beyond

Technological and social change are driving government to be more open, transparent, and engaged with citizens. Online service delivery, open data, and new technology mediated methods of stakeholder and community engagement have the potential to dramatically change the way government works. Join us as we look into what public sector service delivery and engagement might look like in 2015.

Julian Carver, Managing Director, SERADIGM
Amelia Loye, Engagement Specialist, OBJECTIVE

Presentation still to come - please check back soon

10.00

Open Government & Social Media

With social media, every person can be an author, a journalist, a
commentator or a politician. Just as private companies are learning to embrace social media to manage brand reputations, governments are also using social media to effectively communicate with citizens and stakeholders. Social media can help Government work more efficiently and transparently. In fact, the NZ Government is signalling that they would like the public sector to investigate the viability of offering more services over the internet and engage with customers and citizens. Through case study examples, this session will look at how Governments
around the world are using social media to:
• Communicate information more effectively
• Respond to crises and public or environmental issues
• Use Twitter for storm reporting
• Apply social software to internal collaboration
• Foster trust and dialogue with people

Matthew Ellingsen, Director, Empathy

10.50

Morning Break & Refreshments

11.10

Managing the Move from the Information Era to the Knowledge Era

The move towards more web oriented open governance and service delivery represents a major shift in existing government policy and practice. Careful planning is required before any public sector organisation makes the move into the Govt 2.0 era, as a failure to plan will lead to an increased chance of failure – which will in turn lead to a future resistance to change (from within the affected organisations). This session will investigate some strategies your organisation can use to manage its move into the new era of governance in
New Zealand.
• Leveraging existing organisational capacities and knowledge to make the move to the internet easier
• Breaking down traditional silos to create more open and agile organisations
• Back office processes needed to support the move

Linda Oliver, eServices Programme Manager, INLAND REVENUE DEPARTMENT

12.00

Measuring and Evaluating your Online Strategy

How can you be sure your organisation’s move towards online service delivery is attaining the results you intended? This session will look into some of the metrics and numbers you can use to measure the success of your online strategy.
• Don’t jump on the internet or social media bandwagon with-out properly considering the business case or considering why you are doing so
• Should it always be about the bottom line?
• What are some best practice KPI’s your organisation might use as a measurement baseline?

Hayden Sanders, Managing Director, LEFTFIELD INTERACTIVE

12.50

Lunch

1.50

Case Study: Using the Internet and Social Media to Improve Transparency and Public Engagement

Web 2.0 and social networking tools are changing the way governments do business, with politicians becoming more accessible and answerable to their constituents than ever. This session will look at how Lincoln University has been using the internet and social media to become more accessible and engaging with stakeholders.
• Ensuring your message comes across clean and undiluted
• Avoiding social media faux pas

Dorje McKinnon, Online Services Manager, LINCOLN UNIVERSITY

Presentation still to come - please check back soon

2.40

Providing Stakeholders and Public Users with Relevant and Timely Information through Online Content Management

What would public users and stakeholders expect from online service delivery portals, and how could your organisation meet these demands? Join us as we take at look at some tools your organisation can use to keep its online content relevant and useable.
• Improving response times, and providing a personalised response
• Complying with online accessibility and information management, storage and privacy practices
• Allowing access to information that should (or needs) to be accessible, while protecting information that should not

3.30

Afternoon Break & Refreshments

3.45

Balancing Online Service Delivery and Engagement with more Traditional Methods

While the public sector moves towards web oriented service delivery and engagement programmes, it needs to maintain its existing delivery and engagement models. Not all the users of its services may have access to the internet, or the technical competencies required to use the new technologies. This session will look at how your organisation can integrate its existing service delivery models into new web based systems.
• Accessibility and security of online portals
• Attitudes and technical capabilities of online community and potential users of the new technologies
• Achieving consistency in your approach by seamlessly integrating online solutions

Jeremy Dickson, Manager Client Service Delivery, Ministry of Economic Development

4.30

Christchurch City Council: Share an Idea

• Process involved in planning Share and Idea
• Early successes and challenges associated with the programme

Michael Flatman, Public Affairs Manager – Community Services, CHRISTCHURCH CITY COUNCIL

5.15

End of day one & networking drinks

Agenda: Day 2

9.00

Welcome back from the Chair

Julian Carver, Managing Director, SERADIGM

9.05

Creative Ways to Connect through Online Engagement and Service Delivery

Greater use of the internet to deliver services and engage with the community will in turn lead to greater innovation and intelligence within government. Traditionally we would look towards email, direct mail, websites and basic social media tools to connect with our community and stakeholders. By and large these methods are slowly loosening their relevance, and organisations will need to develop creative new ways to reach their users.
• Overcoming myths and fears of social media and online communication
• Engaging the public as co-producers in the democratic process
• Managing the risk involved with increased innovation and changes to existing service delivery models

Siobhan Bulfin, Digital Channel Manager, PLUNKET NZ

9.50

The Development of E-Voting for New Zealand’s Elections

The Electoral Commission is currently investigating the feasibility of Electronic Voting for both Local Body and National elections. While E-Voting will not suit all voters, it would allow people more flexibility and could improve participation in the democratic process. The introduction of e-voting could also be a highly visible demonstration of the viability of electronic delivery of government services.
• Summary of Global E-Voting initiatives
• Measuring the success of e-voting measures
• Ensuring the security and integrity of votes cast on-line and other sensitive information

Janita Stuart, Information Manager, NZ ARMY

10.30

Morning tea

10.50

The Revolution Will not be Televised (However it Will be Bought to you by Twitter)

The new Auckland Council is offering constituents and concerned stakeholders an opportunity to comment of the draft ‘Auckland Plan’ via facebook, twitter and other social networking sites. The move towards greater use of social media is opening up democracy in New Zealand to people who have never been overly involved in the political process before. This session will look at the Auckland Council used social networking during the development and consultation phase of the Auckland Plan and at how they plan to use social networking in the future.

Carol Hayward, Senior Advisor – Research Consultation and Engagement, AUCKLAND COUNCIL

11.30

Case Study: Napier City Council’s online journey

How has Napier City Council developed and maintained their online portals to ensure ease their of use, the timeliness of information and the reliability of the information and data on the websites.
• Civil Defence section which allows for updating from anywhere using our CMS
• My Property Section where NCC try to pull everything into one place for the user about their property

Lee Tong, Web Developer/Administrator, NAPIER CITY COUNCIL

12.15

Lunch

1.00

Using the Internet to Improve Community Involvement in the Aftermath of a Natural Disaster

People and the community have always played a role in helping out when a natural disaster strikes. Technology, the Internet in particular, has changed “what” they can do, “how” they help out, and “who” can get involved. Though is there a limit to what the public and the internet can achieve. This session will investigate how we can best use the internet and Web 2.0 technology in the aftermath of a natural disaster.
• Relationship development and management prior to a natural disaster
• Use of online technology in the aftermath of the Christchurch Earthquakes
• Using Social Media to fill information gaps

Tim McNamara, Technology Analyst, OPEN NEW ZEALAND

Speaker did not have any presentation material

1.40

Can Crowd-Sourcing during Policy Consultation Provide Acceptable Outcomes?

Can crowd-sourcing help drive a more open and responsive public sector in New Zealand? We will examine recent examples of crowd-sourcing, investigate their successes and failures, and look at how crowd-sourcing can be used in New Zealand’s public sector.
• Issues and challenges of crowd-sourcing
• How viable are the ideas that originate from crowd-sourcing initiatives?

Laurence Millar, Independent IT Advisor

2.30

Afternoon tea

2.45

Engaging Broad and Diverse Communities Online

New Zealand’s population is diverse both in terms of its culture, ethnicity and geographical spread. When planning online service delivery or engagement programmes it is important to take this into consideration. This session will investigate some strategies your organisation can use to engage with New Zealand’s diverse population and ensure your message gets across.
• Targeted online engagement strategies and what makes them work

Tim Corbett, Owner – Managing Director, THINKING SPACE

3.30

Web Accessibility and the Delivery of Services over the Internet

Moving Government service delivery to the web requires wide spread accessibility and use of the internet. Current statistics indicate 83% of New Zealander’s use the internet in some capacity. In rural areas this number drops to 67% and amongst the elderly the number drops further to 41%. In order for more government services to be delivered over the internet these figures need to be improved upon. This session will look at the programmes currently underway to increase internet accessibility in New Zealand and at how these programmes will allow more services to be offered over the internet.
• Ultra Fast Broadband and other measures currently underway to increase web accessibility in New Zealand
• Affordability of the internet, and possible discrimination against lower socio-economic groups and how you work solve this issue

Speaker did not have any presentation material

4.15

Closing remarks from the Chair and end of conference

Sponsors/Partners

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