Now that we've had a year to examine exactly how Government is doing in a time like no other, let's take a moment to unpack our most burning question: "How has community engagement changed?" with help from Deloitte Insights and our own data and analytics guru Nishant Seth.
Increased investment in citizen connectivity:
Committing to fully digital services: With Governments taking up EngagementHQ at 2x the rate of pre-pandemic.
Designing proactive and seamless services: With more than 200 early adopters usingEngagement Embedsfor things like customer satisfaction (CSAT) surveys at the end of new bin requests.
More employees empowered and engaged in decision making because of the distributed and virtualised work model:
Technology has helped reduce the time needed to complete a task by up to 70%.
Online interactions cost around 25% less than face-to-face interactions.
Real-time data has meant shortener time to value for policy and process updates, with project turnaround time reduced by 34%.
Heightened drive to institutionalise design thinking for better inclusion, equity and diversity:
Governments have been diversifying their use of community engagement tools, increasing the use of Questions and Ideas by 1.7x.
Many governments have used an equity lens in their COVID-19 responses leveraging tools like EngagementHQs Sentiment Analysis to detect, anticipate and address misinformation in more than 3,000 projects.
Bang the Table Australasian office is based in Carlton, Victoria, on the lands of the Woiwurrung (Wurundjeri) peoples of the Kulin Nation. We pay our respects to elders past, present and emerging across Australia.
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