Delivering Successful Self Service
Public Sector organisations have a combination of shrinking budgets, rising costs and increasing demands, therefore delivery through self service has become essential and digital transformation is a necessity to improve service delivery at the same time as reducing costs.
The next 5 years will bring some huge challenges to the Public Sector. We have an increase in population and as well as an aging population, which will put additional pressure on all resources, which will also be under pressure to reduce costs.
The Public Sector is not only faced with financial pressures, it also faces demands for information to be available at the population’s fingertips, online and via mobile devices.
Evidence shows that we are not a 9–5 population nowadays. Increasingly web traffic takes place outside of standard office hours (upwards of 40%), and that 50% web interactions and transactions take place on a mobile device.
This evidence alone shows that digital self service is no longer an option, it is essential to meet demands on all levels. As a business for over 25 years, supplying the Public Sector with solutions to these demands and achieving ROI’s (Returns on Investments), we would recommend the following:
1. Data Analysis
All Public Sectors are ‘measurable’ and have data for all areas that is reported upon. Gather your data, carry out some in-house analysis of transactions, calls, web use, resources, etc. You can then identify where you are, and analyse where you need to be. You may be surprised at the results.
2. Integration and Strategizing
You must consider the impact of your plans on back office staff and back-end systems and processes that may be in place. This could result in looking at these areas too and how they too could be improved and stream lined as part of the transformation process. This is a great opportunity for all, get buy in from all that it will effect.
3. Visualising
No one can predict the future. However, think of where you were 5 years ago, where you are today, and plan for 5 years ahead. The choices that are made now, could work on a 5 year plan, and this could mean cost savings from a small investment now, that has been well planned for the future.
4. Think of your customer, which you are for other Public Sectors!
This should be easy, we are all customers within many of the Public Sector areas. Think like a customer when you are planning, think about what you like, what you don’t like, what you would like, what makes your life easier.
Go a stage further, think of other family members, those that may be vulnerable or elderly and not as technical savvy as you are. On the flip side, think of the young people, they have the future in sight, research is key.
5. Communicate
As obvious as this sounds, we have assisted with transformations in the past, with great support and buy in at the coal face, only for it to fail as it is not communicated/marketed to the community that it is benefitting.
The message is simple for your customers, simplicity, efficiency, speed and in their own time.
