Optimise your IT

Five ways tech is transforming public service delivery.

Big data, omnichannel service delivery, open platforms and artificial intelligence are all changing the way governments interact with their citizens.

Five ways tech is transforming public service delivery.

Public sector leaders face multiple challenges spanning the present and future, says the Southeast Asia managing partner of executive search agency NGS Global, Marianne Broadbent. Vocal in her views that to business-as-usual is not sustainable, Broadbent says: “There is a need for our leaders to think a little more broadly and really be willing to be a bit more adventurous.”

With that in mind, here are just five ways technology is transforming public service delivery:

Putting the people first

“If you look at social media tools and other technologies, it’s giving the individual power over their destiny,” notes Chris Vein, global innovation expert and CEO at Dome Advisory services. This means citizens expect governments to act like any other institution they deal with, delivering real time service, deep customer relationship management and the ability to deal one-to-one when a new service is needed.

“There is a need for our leaders to think a little more broadly and really be willing to be a bit more adventurous.”

-Marianne Broadbent, Southeast Asia managing partner, NGS Global.

The omnichannel era

Bricks and mortar will always be needed, but governments need to meet citizens where they are – not where they are expected to be. “The challenge for leaders should be to think about some alternative models, to think about what connectivity can do,” says Jeffrey Tobias, managing director at The Strategy Group. “The opportunity for technology, mobility, and connectivity is to empower us to think of that new business model.”

Big data for better service

Policy and policy outcomes are now being driven by big data and deep data analytics, says Marie Johnson, managing director and chief digital officer, Centre for Digital Business. “Those things will bring about a level of insight and transparency that will drive policy and outcomes in unexpected ways.” Government leaders need to be able to respond to the opportunities of big data and analytics, she added.

Agility, the start-up way

In the past governments undertaking a new technology project would issue a request for proposal and the whole process would take three years. Often by the end of that process, circumstance and technology would have passed the project by. That’s no longer occurring, says Dome Advisory CEO Chris Vein. “We can experiment, we can do user centred design and agile development to deliver new services faster to the community.”

Intelligent everything

The next breakthrough in service delivery is where the channel adapts to the citizen, and not the other way around, says Johnson. “It’s about cognitive and adaptive interfaces, and it’s not futuristic, this is happening now,” she adds. “We can have intelligent avatars that can interact with a person, immersive technology, gamified content, all of which adapts to the needs of the person. This is the world beyond websites.”

Download the White Paper

Discover the latest trends in service government service delivery

Find Out More

Related News

Future job titles infographic
Liberate your workforce
Liberate your workforce
Job titles of the future

As new technologies and ways of working change the way we do business, so too are our job titles evolving. Check out what your next promotion might look like. The workforce we...

Bearded man using computer
Liberate your workforce
Liberate your workforce
The future of contact centres is in the cloud

Cloud-based contact centre solutions are the key to delivering intimate customer experience at enterprise scale. For many businesses today the key to driving performance is c...

Cows carrying a trailer
Optimise your IT
Optimise your IT
4 reasons SD-WAN is a game changer for Asia

SD-WAN is rapidly changing the internet landscape across Asia through smart capacity management and centralised network control. Software Defined Wide Area Networking, or SD-WA...

Two men working on a construction plan
Create transformative innovation
Create transformative innovation
The resource sector’s autonomous haulage revolution

There’s a revolution under way in the mining industry. In remote mines and greenfield sites, autonomous haulage is turning the business model on its head. “These are vehicles ...