INDUSTRY OVERVIEW
The future of government service delivery is here
The pandemic has accelerated digital transformation in virtually every corner of society, from the local pizzeria to the largest government offices. People are now working, shopping and even learning online. While new habits began out of necessity, with social distancing restrictions imposing new ways of doing daily tasks, it wasn’t long before the benefits of a digital-first approach became apparent. Not only were traditional customer annoyances like long queues and waiting times suddenly a thing of the past, but digital interactions allowed service providers to gain new insights into their customers.
For public administrations that have always faced demanding service expectations, the forced innovation and digital transformation triggered by pandemic protocols are driving a revolution in operational efficiency. It is the dawn of a new era of big data and customer metrics, driven by technologies that enable new operational efficiencies for public service administrators across government. Government offices, like any large organization, are not known for their ability to change in no time. This makes the relatively rapid digital transformation achieved during the pandemic even more impressive. Yet this change will mean nothing if the government does not capitalize on it to improve service delivery.
Here’s how agencies can make the most of new technologies and fully embrace the new era of digital service delivery.
Audit the existing system
Agencies can’t plan their destination until they know where they are, so any major process initiative should start with a thorough check of existing systems. How is the information processed? Where are the service bottlenecks? What data is available and what data should be accessible? These are just a few of the questions that should guide the audit process.
Understanding current systems will also help agencies justify future changes. It is much easier to convince a manager that an additional service or expense is justified when the problems and inefficiencies of the current approach can be easily understood.
Consider the human element, not just the technology
Changes should not just be about improving or advancing technology, but also improving the user experience. One area to consider is the time that customers spend in line for service. It doesn’t just affect the agency’s throughput; every minute a person spends waiting is a minute they could be doing something else. In other words, reducing wait times improves the customer experience – and that is often paid off in the form of good reviews.
The pandemic has seen virtual appointment scheduling software rise in popularity dramatically, and with good reason. This software allows customers to schedule appointments, receive appointment reminders and even keep their place online virtually. It changes the whole experience of standing in line, reduces crowds, and helps everything move smoothly. Not only that, but it gathers important data about clients and agency efficiency. It’s easy to see when the busiest times are, identify patterns that will help get more customers through more efficiently, and implement data-driven decisions to help process more customers in less time. .
Treat change as a process, not an outcome
The changes the government made in 2020 may have looked major – and in many cases, they really were. However, it is important that agencies view change as an ongoing process. Perhaps social distancing restrictions forced a shift to a virtual dating system. This isn’t the end of the journey – in many ways, it’s just the beginning.
Systemic change and process improvement are never complete. As new technologies emerge and new challenges must be resolved, government must continue to evolve. After all, one of the biggest problems facing government offices is systemic stagnation. Unlike businesses, which are forced to adapt and evolve to stay ahead of the competition, governments tend to embrace the familiar; processes happen in a sense because they have always happened that way. Changing the system starts with changing that attitude.
After getting used to the comfort and conveniences of virtual dates and a world without queues, customers will expect the level of service to remain as high as it was during the pandemic. . This does not mean that other changes are underway; this means that changes already made will continue to evolve to meet new challenges. The future is already here and citizens will appreciate how willing and able the government is to accommodate it.
About the Author
Charlie Meyer is senior vice president of sales at QLess.