Evolved customers with new expectations driven by technological advancements are expecting government to think, act and response differently in near future. This transformation will make a huge difference on stakeholders and the way they interact with government. What they need is more personalized service to individuals or groups or other entities! which does not focused on what citizen could obtain as services but how government could help them to carry on their work towards their goodwill!

1. Customer relationship
management in Gov 3.0
Sameera JayawardenaSameera Jayawardena

2. Future Government customers?

6. Future Government
By 2020, over 5 billion people use social networks, about two-
thirds of the world’s population.
In 2017, the Asia-Pacific region accounts for approximately half
of social media users worldwide.
Wireless traffic increases 88-fold between 2010 and 2020.
Mobile money spreads throughout the society
In 2020, the mobile-enabled workforce in the utilities sector
doubles to 2.4 million
Improved customer service and achieving superior cost
efficiencies

7. The socially conscious consumer
Customer analytics change lives
human services integrate virtual tools
into service delivery

8. FAST Government (Flatter, Agile, Streamlined, Tech-
enabled)
Government Must Be Flatter – Open, Efficient
Government Must Be Agile - Processes
Government Must Be Streamlined - adaptive
Government Must Be Tech-enabled and
Tech-savvy

9. eGovernment for Good Governance

10. Open Government Partnership & Open Data
• Increase the availability of information about governmental activities
• Support participation
• Implement the highest standards of professional integrity throughout our
administrations
• Increase access to new technologies for openness and accountability
• Right to Information
• Transparency and Accountability
• Open Data
• Citizen Engagement

12. eParticipation

13. Some Cases

14. Transparency

15. Collaborative Effort

16. Consultation

17. What is Gov. 3.0?
citizen centered government innovation
apply & diffuse core values to all areas of governing
(open, share, communicate, collaborate)
provide customized services to citizens
create jobs and support creative economy
Korean Case

18. The evolution of Government
Government
1.0
Government
2.0
Government 3.0
Operation
Core Value
Participation
Method(Channel)
Administrative
Service Delivery
Government-oriented
Efficiency
Government initiated
Personal Visit
One-way
Citizen-oriented
Democracy
Limited disclosure and
participation
Internet
Two-way
Individual-oriented
Greater Democracy
Active disclosure, participation
Mobile internet smart
phone
Proactive, Customized

19. Social CRM
http://go.clicksoftware.com/achievementscenterlaunch201402.html
Gamification

20. References
http://government-2020.dupress.com/
http://www.onemap.sg/index.html
http://www.challenge.gov/list/
http://eparticipation.eu/
https://ideas.ecitizen.gov.sg/a/index
https://consult.defra.gov.uk/
“The Future of Government”, WEF
http://yoursay.sa.gov.au/
http://www.developmentprogress.org
www.gov30.go.kr
https://ams-ix.net

21. References
http://government-2020.dupress.com/
http://www.onemap.sg/index.html
http://www.challenge.gov/list/
http://eparticipation.eu/
https://ideas.ecitizen.gov.sg/a/index
https://consult.defra.gov.uk/
“The Future of Government”, WEF
http://yoursay.sa.gov.au/
http://www.developmentprogress.org
www.gov30.go.kr
https://ams-ix.net

22. Thank YouThank You!!
Sameera JayawardenaSameera Jayawardena
sameeraj@icta.lksameeraj@icta.lk
imsameeraj@gmail.comimsameeraj@gmail.com