fostering mobinnovation
TRANSCRIPT
Fostering Mobinnovation
By Ahmed Buhazza Director – eService Delivery and Channel
Enhancement
2
3
1 Paradigm Shift Key Drivers
Picking the right mix
Engage & Measure
Key Topics
Strong Vs. Weak
Legacy Life
Three Dimension of Change
World Transformation
Mobile Addiction
Technology Change
Mobile Device
Penetration
Emergence of Mobile Internet
Mobile Applications
[Driver 1] [Driver 2] [Driver 3]
[Driver 1] Mobile Devices Penetration
+
Mobile penetration percentage, Q2 2013
2G 2.5G 3G / 4G
Voice links were poor, capacity was low, and security was almost non-
existent
additional features
such as packet-switched connection (GPRS) and enhanced
data rates
much higher data rates, global
roaming and are intended primarily
for applications other than voice
support high rate of voice but limited data
transfers
[Driver 2] Emergence of Mobile Internet
The technology and the speed of mobile internet has evolved through various ‘G’s generations
Analog, Circuit-Switched
[Driver 3] Mobile Applications
Social Network Screen savers
Videos and Music games
Entertainment
Mobile banking Ticket reservations
Trading Utility payment
Business
Get directions locations of service
QR Code, Augmented Reality
NFC..etc.
Sensors Based
News stock prices
Directory
Information
Individual Lifecycle
Business Lifecycle
Informative
Pushed updates
Rigid
Integrated
Proactive
Trading
Friendly
Real-time
Sensory Based
Integrated What it looks like
today
* * *
Static App When it all started
The Simon was the first device that can be properly referred to as a "smartphone“ on 16 August 1994 by BellSouth under the name Simon Personal Communicator
Rich Features beyond limit
Business Model Changes
How to Survive and Thrive Business Today with 2.0
Picking the right mix 2
Topic
Cost reduction
Efficiency
Transformation/moder
nization
Added convenienc
e and flexibility
Better services to the citizens
Reach larger
Management Services
Alert/Reminder & Payment
Services
Interactive Services
Key Value
•Anywhere •Delivery Platform
that allows people to come together anytime, anywhere
•Anything
•Any information that matters
•Anytime
•Access anytime we need it
•Everyone Leveraging human networks
Social Mobile
Cloud Big
Data
Convergence of these forces: Entering an “Always on” era
Quick Wins
Long List of eServices
Service 3
Service 4
Service 2
Service 312
Service 1
…
Service 5
Service 6
Service 7
Service 8
Service 9
Service 10
Service 11
Service 12
Service 13
Short List of eServices
Service 4
Service 5
Service 3
Service 141
Service 1
…
Service 7
Service 8
Service 9
Service 11
Service 12
Criteria Key Questions
Filtering Criteria:
Is this service transactional? If yes, proceed, else de-prioritize
Is this service simple to complete? If yes, proceed, else de-prioritize (i.e., job application, welfare application were de-prioritized)
Frequency of Usage
How often would a citizen / resident typically use this services during the course of a year?
Target Population
Volume Usage
Would a large portion of the population use this service?
Does the service cater to a broad segment of the population?
eServices with identical priority scores were further sorted based on three mobile-related
criteria (sensor-based, real time and mass-communication enabled)
Prioritization Process
Innovative Value Driven
Mass communication
• Bahrain Today
India mGov
Real time information required
Traffic Services Payment of Electricity and Water Bill
GCC E-Government Award 2013 – Best Apps
Social Integration
Coming Soon…
• Bahrain eGovernment Forum
Sensor Featured
• eGuide Bahrain • Alayam
Fix2Go is Coming Soon…
Fix2Go
Success Stories – Mobile Apps
Internal Document
Centralized eGovernment Apps Store
• Centralized Mobile App store
for Bahrain Government Apps
• Bi-lingual Interface
• Responsive Design;
compatible with Mobile &
Desktop browsers
• Reviews and Rating on Apps
45 % of users used “Student Exam App” to Check their Results in June
2013
Deep Engagement 3
Topic
June 2013
Uptake and citizen engagement mechanisms
On average 70% of people in every GCC country have a smart phone
Governments all around the world are increasingly providing services through mobile
Customer Incentive / Loyalty Programs
Offering rewards (e.g., discounts, prizes and privileges) to encourage increased eServices usage and adoption
The target population for the incentive programs can be both citizens and government entities
Governments are infusing attributes of gaming – fun, competition, recognition, status, etc. – into delivery of services to influence uptake
Practical & Valuable - Mobile / Apps
Constituents are expecting seamless experiences and interactions with Governments through usage of advanced e-Services (e.g., exchanging images, geo-coordinates, 24/7 access)
Gamification User Experience
Gamification
Traffic Game
Recyclebank Honored with “Best Use of Gamification for Social Good” GAward at Gamification Summit (2012)
Recycle bank
Smart Partnership
Smart Complain Management
Be the first to know….
Are my Apps effective
• Ease of modification
• Rendering speed
• User handling
• User friendliness poll
• Platform versions your
app is available
Product view
• Down time
• Modification &
enhancements
• Bug Ratio
• Scalability
Technical View
• Number of downloads.
• Number of users
• Measure how frequent visits
are, and compare with the
number of users.
• Time is spent within the app.
• Feedback on the application
User view
Maintain Maturity
Data
Analysis
Enhance
Collect the data based on preset evaluation criteria
Analyze the data and run different hypothesis
Include features and recommendation based on the analysis
Kano Model
Basic Attributes
Features that the product must have in order to meet customer demands
Performance Attributes
A better performance attribute will improve customer satisfaction. Price is closely tied to performance attributes
Excitement Attributes
Excitement attributes are features unforeseen by the client but may yield paramount satisfaction.
So Are we ready for innovative change ?.....
Advancing Bahrain to New Heights
Thank You
Internal Document | External Document