Citizen Engagement Framework – Planning Transformation
To turn these ideas into actionable implementations there are key reference materials such as a ‘Citizen Engagement Framework’ – A customer lifecycle model based on the Patient Engagement Framework, a healthcare-specific model, that can be generalized for any kind of citizen community interaction.
This can be addressed through a reference model that maximizes the benefits that this approach offers. In Putting the I in Healthcare, they talk about the Patient Engagement reference model, a best practice framework developed by the National eHealth Collaborative, for delivering high quality healthcare through utilizing these new information models.
This defines that patients should be supported through five major phases:
- Inform Me - Initial step where consumers are provided with standardized forms and information about related directives, privacy and specific conditions.
- Engage Me - Gain access to your health record, tools for tracking healthcare status etc.
- Empower Me - Enable the patient to conduct important transactions, through secure messaging.
- Partner with Me - Let the patient begin to manage their own journey through the healthcare process.
- Support My eCommunity - Fully mesh all activities with all local service providers.
By simply exchanging ‘patient’ for ‘citizen’ any government agencies can adopt this same best practice, and use it to design their own citizen engagement model, one that exploits the powerful community aspects of the social web and transforms their linear transactional processes to become instead ‘Networks of Care’.
In conclusion we can define the value of this new transformative approach by refering back to the original pain point described:
In particular:”82% are unable to track citizen journeys from start to finish, making it difficult to recognise discontinuities across touchpoints and reduce abandonment.”
This Citizen Engagement Framework provides the required end-to-end interaction model, and within a context of a powerful way of achieving the interactions across the lifecycle through harnessing inherently social communities and virtual Networks of Care.
Cloud 2.0 – Enabling Networks of Care
‘Cloud 2.0’, blending Cloud computing technologies and Web 2.0 social communities, offer tremendously powerful mechanisms for greatly improving citizen social and health services, through enabling ‘Networks of Care’. In short a way of achieving ‘Buurtzorg‘.
The effect is described in more technical and operating detail through this white paper Accelerating a Network Model of Care. The paper describes how dedicated social network communities can be utilized as a vehicle for providing holistic healthcare to patients, where not only can their primary health specialist or doctor be a point of contact in the ongoing treatment but so can family and friends, as well as other supplementary caregivers.
When defining a Cloud computing strategy for Healthcare, Canada Health Infoway made this key observation:
5.2.4 Support for Social Networking and Consumer Enablement
“Cloud-based implementations provide a flexible and readily scalable method for supporting the integration of social networking into e-health service delivery patterns and enabling consumers of health services to become active participants in their care.
This could include participating in communities of people with the same condition, becoming part of their own virtual care team, or simply allowing people to participate in the scheduling of their own appointments or review of results.”
Traditional CRM is based on a one to many relationship, how the organization interacts with its many customers.
The Cloud 2.0 model is one of many to many, where the organization is still the central foundation but based upon this an essential part of the value for customers is their interaction with other customers/ citizens or healthcare patients.
Cloud 2.0 is about a shift to Crowdsourcing models, aka ‘Peer 2 Peer’ amongst others. In short it’s about the fact that one of the most useful relationships for a new cancer patient is not only a specialist doctor but also other patients.
Providing tools to enable these communities to form and function, like online social media, videoconferencing et al, is therefore the additional apps that flesh out the new Cloud 2.0 approach.