Video in public service
The digitisation of public services today is geared as much to the user experience and benefits as to the public service professionals themselves. Digitisation, ease of use, interface creation and a shared digital identity… Public administrations as a whole are moving towards electronic procedures and simplified services. This requires solutions to be put in place that meet the challenges of user relations. These solutions must communicate with each other within the IT system. They must also provide an optimal level of information to meet the public’s expectations (multi-channel, mobile, nearly instantaneous communications, etc.). To meet these objectives, video provides optimal user experience (for both agents and the public). It also guarantees a consistent level of information and compliance in terms of digital confidence.
4 reasons to incorporate video in the digital transformation of public service
Improving the public’s experience
From the government to local authorities, the public sector is undergoing a digital transformation. This digitisation has led to the introduction of practical services that will save time and facilitate every day administrative procedures for citizens. Many automated services have been introduced, making online administrative procedures available 24/7. These e-services are designed to allow users to take care of their administrative procedures on their own. The digitisation of these services must be supported by digital communication to help simplify the user experience. As a digital communication method, video allows you to meet the user’s need for assistance: Video FAQ, quick start guide, agent interviews, step-by-step videos to explain new procedures, etc. Video is the best way to explain how to use a new service.
Improving the visibility and understanding of administrations
Internally and externally, both users and agents must work with several different departments to successfully complete their procedures. The org chart of each department has become increasingly complicated with the overlap of certain tasks and the introduction of new services. Digital communication is more important than ever to: - Improve the understanding of the department: defining the tasks and scope of action of an entity, a department or an administration; - Improve the visibility of services: there is always a gap between the perceived value and the real value of a service. Video communication allows you to highlight your efforts to simplify your services and their added value. - Optimising the impact of your messages: whether it’s for a conference, event or project presentation, video helps your message leave a lasting impression in people’s minds and is an essential part of the event communication that supports your project.
Transforming agent training
Changes to public services require support for agents and civil servants in training them in new organisations and procedures. To make the digital approach easier and to limit resistance to change, it is essential to find solutions that help public administrations to adopt these changes. Video is one of the foremost means of ensuring a successful digital transition. There are several benefits: - Training agents in procedures, organisations, processes, solutions, and situations: mentoring, micro-learning, tutorials, etc. - Encouraging skills development - Encouraging mobility
Attracting new talent and optimising hiring campaigns
Recruitment is one of the main challenges for public administrations. It is possible to increase the reach of your message tenfold by using video as part of a recruitment campaign and leveraging the various communication channels that are available today (email, websites, social media, etc.). Video especially allows you to emphasise the positions you are recruiting for and will encourage candidates to become familiar with the administration and its services. Finally, there’s no better way to reach the younger generation, as studies have shown that in France, those aged 25-44 spend an average of 48 minutes per day watching videos.
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