Key considerations for the New Normal phase include:
• How has citizen trust and confidence in my government and my organisation been impacted by the COVID-19 response?
• How has the citizen journey changed for good? Can emotive support and deep connections be built digitally?
• How does our mission relate to citizens’ need to refocus and plan for their own future?
• How are currently used behaviour change models impacted?
• Can opportunities to engage directly with citizens rather than via the news media be developed?
• What does a workforce more adept at working from home mean for willingness to engage in virtual community events?
• Can data analytics solve the gaps created by lower rates of in person or one on one engagement?