era of digital governance

Digital Governance Unlocking The True Potential Of Social Media For Government Services

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DIGITAL GOVERNANCE | Unlocking The True Potential Of Social Media For Government Services

WHAT IS SOCIAL MEDIA?Markets have become CONVERSATIONS.

SOCIAL MEDIA are the online platforms and locations that provide a way for people to participate in these conversations.

For INDIVIDUALS it is a way to connect and share content with friends and like-minded people.

For BUSINESSES it’s a way to tap into what people are saying about your brand, your product and/or your service, participate in the conversations, be open to new ideas and then use these insights to make better business decisions.

Presented by : Bibhuti Bhusan Routray

03 ACCENTURE CATEGORIZED NATIONS BY STRATEGIES FOR DIGITAL TRANSFORMATION

Presented by : Bibhuti Bhusan Routray DIGITAL GOVERNANCE | Unlocking The True Potential Of Social Media For Government Services

04PROBABLY ACCENTURE IS RIGHT. BUT HOW MUCH OF INDIA IS ‘ACTUALLY’ EVEN DIGITAL?

DIGITAL GOVERNANCE | Unlocking The True Potential Of Social Media For Government Services Presented by : Bibhuti Bhusan Routray

05DIGITAL MAKES SENSE BUT WHEN IT COMES TO INTERACTIONS, ONLY SOCIAL MEDIA COUNTS. WHAT NUMBERS DO WE HAVE?


AND WHAT DO THEY REALLY USE WHEN IT COME S TO SOCIAL MEDIA?


07WHAT ARE THE GROWTH PROSPECTS FOR THAT SOCIAL MEDIA MASS SO THAT OUR ACTIVITIES SURVIVE?


08Now that we have a fair idea of the social media mass we have at our disposal, let’s move on to how they can be made instrumental in spreading the word out; be it a program announcement, a campaign or a process. A word on

social media can easily transcend digital boundaries and turn ‘word of mouth’ (WOM). Hence, there is a visible inclination in Government agencies trying to establish their digital presence.

The underlying philosophy behind this is ‘The Three Cs’.

CONNECT

COLLABORATE COMMUNITY


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HOW CAN THE GOVERNMENT TODAY HARNESS THE POWER OF SOCIAL NETWORKS?

INTERACTION PERCEPTIONOUTREACH

Reach out to a huge literate mass in the matter of seconds.

ENGAGEMENTEnhance the Govt’s reputation and spread Awareness about Policies.

Interact with the influential masses, aggrieved, complainants and enthusiasts to ease processes and gather opinions.

Manage, build and change public perceptions with disclaimers, directives, ‘interesting’ plugs.


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GOVERNMENT REPRESENTATIVES WHO UNLOCKED THE SOCIAL MEDIA POTENTIAL

Tweets : 9,216

Followers : 14.8 Million

From announcing schemes to addressing occasions, the PM leads from the front when it comes to digital governance.

Narendra Modi, Prime Minister, Republic of India

Arvind Kejriwal,Chief Minister,Delhi


Tweets : 8,805

Followers : 5.46 Million

The maverick Delhi CM addresses complaints, takes consultation and makes announcements, all on Twitter

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Ministry of External Affairs

Tweets : 9,969

Followers : 4,26,000

Ministry of External Affairs is led by MEA Spokesperson Vikas Swarup and is one of the most pro-active Government social media account in India. Its engagement with the audience on visa, passport, immigration regulations and diplomacy has been trailblazing and has won praises on many occasions.

State Bank Of India Ministry of Tourism

Tweets : 16,600


India’s largest public sector bank is big on social media too. Right from announcing new banking schemes to banking regulations to product and market updates, the SBI Twitter account always has you updated. It’s inarguably the most popular PSU bank on Twitter & set the tone for other PSU banks.

Tweets : 134

Followers : 85,300

Ministry of Tourism’s Incredible India was a resounding success and helped Indian carve a special place among tourist havens. It’s contribution towards tourism awareness grew more praiseworthy after going digital. It tweets mostly about destinations, sponsored packages and trivia.


MINISTRIES & PSUs THAT MADE THE CUT

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Chandigarh Traffic Police

Likes : 27,942

The traffic cops in Chandigarh like social media a lot and some pro-active work on Facebook only adds to the merit.

Delhi Traffic Police

Tweets : 27,000


Just like Delhi’s politicians, Delhi’s traffic cops have too built a reputation of their own with traffic tips, road safety campaigns and tracking violators online.

Bengaluru City Traffic Police


Tweets : 9,975

Followers : 46,200

Bengaluru City Traffic is a SM rockstar with its mixed plate of traffic updates, road safety campaigns, pictures of acts of duty and occasional promotions. Very handy!

TIRED WITH RED, ORANGE & GREEN, TRAFFIC COPS REACH OUT TO ‘BLUE’

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AREAS LIKELY TO BENEFIT WITH THE SOCIAL MEDIA ADOPTION

Grievance Redressal

Our public offices like many across the globe have suffered in addressing

grievances of the public. Social Media makes the query/complain easy to solve

and impossible to ignore.Open Consultations

Recently it was TRAI that held a public consultation and social media gave it the buzz. Online referendums are popular in

nations like United States and can be implemented here with ease too.

Public Relations

All governments need to maintain a flourishing bond with the public regarding policies and gauging public mood for crucial decisions.

Public Awareness

From taxes to road safety, immigration policies to trade decisions, social media is the fastest carrier of messages today. Important announcements like holidays or emergencies or relief programs can also be managed through social media.


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Twitter is working with the government’s Digital India initiative through a service they call Twitter Samvad that enables any Indian with a mobile device to receive real-time info from their political leaders and government organizations.

A simple missed call to an assigned phone number for each government partner means you will be able to receive each Tweet from the partner as an SMS, even if you are offline. Twitter Samvad is able to combine the power of Twitter technology to deliver these messages to anyone with a mobile phone.

Case Study : Twitter SamwadAnyone signed up for the service will receive updates, information on new services and administrative messages simply by placing a missed call to the numbers tied to any of the these 16 partner Twitter accounts.

People who sign up will receive a set of curated Tweets based on the highest engagement throughout the day to stay up-to-date with real-time information about government-related news, policies and activities. And you can use Twitter Samvad during emergency situations to receive live updates from government bodies, such as time-sensitive information and details about rescue efforts.

@NarendraModi (Prime Minister Narendra Modi) 011 3006 3006@PMOIndia (Official account, Prime Minister Narendra Modi) 011 3006 3007@adgpi (Additional Directorate General of Public Information, IHQ of Ministry of Defence) 011 3049 6116@RailMinIndia (Ministry of Railways) 011 3049 6222@anandibenpatel (Anandiben Patel, Chief Minister of Gujarat) 011 3049 6050@CMofKarnataka (Siddaramaiah, Chief Minister of Karnataka) 011 3049 4737@CPBLR (M N Reddi, IPS, Commissioner of Police, Bengaluru City) 011 3049 5141@BlrCityPolice (Bengaluru City Police) 011 3049 5242@blrcitytraffic (Bengaluru City Traffic Police) 011 3049 5464@ncbn (N Chandrababu Naidu, Chief Minister, Andhra Pradesh) 011 3049 5767@TelanganaCMO (K Chandrashekar Rao, Chief Minister of Telangana) 011 3049 5868@YadavAkhilesh (Akhilesh Yadav, Chief Minister of Uttar Pradesh) 011 3008 3380@UPGovt (Government of Uttar Pradesh) 011 3049 6353@NitishKumarJDU (Nitish Kumar, Chief Minister of Bihar) 011 3008 2828@MamataOfficial (Mamata Banerjee, Chief Minister, West Bengal) 011 3008 3333@MeaIndia (Ministry of External Affairs, Vikas Swarup) 011 3049 5969


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Social Media is positioned to revolutionize the way governance reaches the public today.

It’s time to simplify processes, make them faster, more transparent or…

…just give them a ‘social network’ shot in the arm.

CONCLUDING

era of digital governance

Government & Nonprofit