The unprecedented speed of technological change has shifted people’s expectations with regards to public-service delivery. Citizen’s are demanding high-speed, efficient, and readily accessible service on their terms. Governments can no longer rely on one-size-fits-all solutions.
Chair of the Australia Public Service, David Thodey recently said:
“Citizen expectations are rising. They expect the same level of service from government that they get in other aspects of their lives, including the tailoring of services using the latest technologies.”
Customer-centricity has been an ongoing challenge for businesses everywhere, and now governments are expected to modernise and streamline the way citizens access government services as well.
An example of this in practice which absolutely ticks the boxes of customer centricity; NSW has launched the Digital Driving Licence trial, which is aimed at delivering a trusted form of digital ID that can be leveraged at any time by while minimising the risk of fraudulent licences. Service NSW also introduced the ‘Cost of Living’ initiative, a connected omnichannel citizen-centric service to help ease the cost of living through rebates and savings.
The recent SAP Citizen Engagement study was conducted to explore how Australians connect with government, highlighting that 51% of its 4,000 respondents were concerned about the security of their data and privacy, and 27% of offline respondents said they do not trust the government with their data. These findings highlight the increasing need for advanced cybersecurity and transparent controls of data as governments lean more towards more digitalised services.
The Study also noted the need for omni-channel service delivery, so citizens can access and communicate with government at their own convenience and through their preferred method, whether digital or offline.
Digitising does not necessarily mean the extinction of physical services, but more how resources can be effectively reallocated to physical channels that require increased citizen support. Being data-driven to enhance all of the above will ensure citizen requirements are identified adequately and responded to within the citizen engagement.
Every day society creates an astounding amount of data that is becoming increasingly diverse and detailed. The key to turning this data into constructive information lies in removing silos and enabling the information a way to come together and add value to services delivered by Government for Citizens. This is key to helping governments work more efficiently whilst improving citizen trust and engagement.
Download the SAP Citizen Engagement study – and explore how together, data and citizen experience opens up a world of opportunity & improved services for the societies we serve.