Reconnecting and Engaging Citizens in the New Norm

Leveraging transformational technology trends to respond, recover and thrive

No one could have predicted disruption in the way that the COVID-19 brought and continues to bring. The impact on individual lives and communities is staggering.

Yet in all the chaos and loss is a silver lining. The crisis has accelerated a move to digital across the public sectors. Burdened with an explosion in demand for services, COVID-19 provided an opportunity for governments to transition services online. They had to rethink how to best serve citizens through proactive, transparent communication and citizen-centric digital offerings with always-on service.

As Singapore starts to slowly pivot from COVID-19 crisis management to recovery and reopening of economies, it is clear that international travel is unlikely to resume anytime soon. The period of contagion, self-isolation and economic uncertainty has transformed consumer needs and behaviour, thereby impacting the tourism industry. With the borders reopening, the tourism and travel industry might see a brighter year. However, even with the development of several vaccines, it will take time for mass leisure travel and traveller confidence to return.

In the first three quarters of 2020 Singapore saw a decline in both visitor arrivals and tourism reciepts. Therefore, it is important to create opportunities for the industry to thrive by encouraging domestic advocacy and building domestic demand.

The tourism industry have displayed immense resilience and adaptability throughout this difficult period, reinventing their business models and leveraging technology to reinvent the industry. The pandemic has accelerated key payments and commerce trends, such as the shift towards online channels and experiences, as well as increased usage of electronic payments.

Changes in citizens preferences and behaviour are likely to persist. Hence, businesses need to be agile in adapting to the new paradigm and agencies need to offer citizens far more accessible services in the most remote locations across almost every conceivable smart device, 24x7 in the safety of their homes.

Creating seamless, personalised, citizen-centric digital experiences

Government agencies were challenged to meet heightened expectations and increased demand for their services. In fact, meeting demand for assistance and services has been one of the top challenges throughout the pandemic, followed very closely by citizen confusion and frustration. Citizens expect services to be simple, accessible and readily available online.

Digital transformation efforts can not only deliver long-term savings and huge gains in effectiveness but also deliver better citizen and workforce experiences.

Improving citizen experiences with technology will help citizens settle in the post-pandemic era efficiently and effectively, returning normalcy and boosting the economy quickly.

OpenGov Asia is pleased to bring an exclusive Breakfast Insight to aims to provide the latest information on delivering an effective and efficient citizen experience.

This is a closed-door, invitation-only, interactive session with Singapore’s top government agencies.

OpenGovLive! Virtual Breakfast Insights are concise, to the point, strategic level discussions designed to bring learning to the highest level! The unique proposition of this OpenGovLive! Virtual Breakfast Insight is the integration of cutting-edge insights from our expert speakers and interactive discussion among the participants.

This unique session will present the latest research and real-time case studies of enriching citizens experience and reconnecting citizens in the new norm and we will discuss:

• Identifying the gaps and inefficiencies observed that negatively impacts citizen experience and how to overcome them
• Understanding how digital technologies and modern communications tools help to drive engagement to enhance citizens experience
• The importance of personalisation and using omnichannel touchpoints to deliver seamless information to tailor a pleasant digital experience for the citizens
• Managing and mining the data from citizen interactions to improve services for a seamless citizen experience
• Utilising automation technologies to improve citizen experience on government’s websites
• The benefits of adopting a Platform as a service (PaaS) deployment environment in the cloud

Who Should Attend:

• Digital Transformation & Customer Experience Officer
• Chief Digital and Innovation Officer
• Head of Digtal Transformation and Technology
• Chief Information Officer
• Head of Digital Marketing Officer
• Chief Marketing Officer
• Chief Experience Design Officer