THE CITIZEN PORTAL THE NEXT GENERATION OF UTAH.GOV PRESENTED BY UTAH INTERACTIVE
AGENDA WHAT IS THE CITIZEN PORTAL? 01 WHAT POWERS THE CITIZEN PORTAL? — THE DXF 02 COMPONENTS BEHIND THE CITIZEN PORTAL 03 PROTOTYPES 04 MARKETING 05 NEW EXPERIENCES 06 2 PRESENTATION TEMPLATE, PAGE #
components: customer engagement payments notifications credentials
PAYMENTS STORED PAYMENT PROFILES 01 SUBSCRIBER ACCOUNTS 02 SHOPPING CART 03 4
CREDENTIAL VALIDATION MOBILE DRIVER LICENSE 01 Stored in the user’s mobile device. User can share their mDL with banks, bars, bailors and more. PLUMBERS, TEACHERS, REAL ESTATE AGENTS 02 The license holder could easily share their up to date , proof of state credentials to potential clients and employers via the utah.gov mobile app. HUNTING AND FISHING 03 Add the already popular digital hunting and fishing licenses into a single utah.gov mobile app. 5
CUSTOMER ENGAGEMENT TRANSACTION MANAGER 01 Stores a user’s step by step progress through services (online or offline) HELP DESK SERVICES 02 Shows live operator (chat, email, phone) where user stopped during an application, connects to Knowledgebase KNOWLEDGEBASE 03 Agencies record helpful information on each step of an application which can be used by chatbots & live customer support 6
THE CITIZEN DASHBOARD PROTOTYPES UTAH.GOV MOBILE APPLICATION (on the NIC gov2go platform) UTAH.GOV DIGITAL WALLET NOTIFICATION ADMINISTRATION ELEMENTS FOR UTAH.GOV
KEY FINDINGS 90% POSITIVE 83% SEE A NEED POSITIVE SENTIMENT Nearly 90% of residents surveyed have a Nearly 83% recognize that online Respondents describe online government neutral to very positive view of online government services are something they services as: easy, convenient, no waiting in government services. need. line. ENGAGEMENT IS DIFFICULT 18 PAGES = 70% 77% UNAWARE A majority of respondents at ULCT to the Of all the pages on www.utah.gov, 18 67% of users of online government question of are you aware of SB 137 pages account for 70% of the visited services report accessing those services answered: no or kind of. pages. The first three pages are by far the only annually or semi-annually. most visited by at least 10 times. 8 CITIZEN PORTAL, PAGE #
TOP 5 GOVERNMENT SERVICES DRIVER LICENSE OR STATE ID CARD RENEWAL 01 VEHICLE REGISTRATION 02 STATE INCOME TAX FILING 03 PREVIOUS YEARS TAX FILINGS 04 MEDICAL ASSISTANCE PROGRAM / MEDICAID 05 9 CITIZEN PORTAL, PAGE #
TOP 5 REQUESTED CHANNELS CHAT 01 FACE-TO-FACE VIDEO CHAT 02 ONLINE 03 SMS 04 VIRTUAL CUSTOMER ASSISTANT 05 10 CITIZEN PORTAL, PAGE #
USER PERSONAS 11 PRESENTATION TEMPLATE, PAGE #
USE CASE SCENARIOS 12 PRESENTATION TEMPLATE, PAGE #
NEW EXPERIENCES PROXIMITY TEXTS TIMELY TEXTS SMART SPEAKERS Receive text message when driving past an Receive a Text alert the night before an Renew their vehicle via Alexa by simply On The Spot Location reminding of their election telling user WHEN and WHERE saying “Yes” pending vehicle renewal they can VOTE MOBILE TRANSACTIONS PROVE IDENTITY AUTOMATED CHAT HELP Apply for their Fishing License from their Plumbers and other trades can bump After partially completing an online speech enabled car via Siri, Alexa, Google phones to send their DOPL, Education or application, a chatbot asks the user if they or Tesla while they are driving to the lake other state license to prospective clients need help with step 4 of the application 13
F R I C T I O N L E S S G O V E R N M E N T dashboards utah.gov website voice assistants notifications applications
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