Service Delivery in a Digital World

Service Delivery

Advancements in digital technology have made our lives increasingly more convenient - many of us hold instant access to information, services, and communication tools literally in the palm of our hands.

Although it can make daily activities more manageable, digital technology presents a new set of resourcing and financial challenges that governments must navigate when incorporating digital strategies into their public service delivery.

But with new challenges come new opportunities, digital technology can also help you to develop a greater understanding of what your customers need, gain rich insights into what’s important to them, and help you to make services more accessible to all.

Understanding what your customers need from you now and in the future

While it can sometimes be difficult to predict the direction of future services, we believe that understanding customer needs and remaining agile to changes is at the core of effective service design.

If government organisations are to remain committed to a holistic, customer-centric approach to services, we can guarantee that digital technology will have a significant role to play. Its potential is limitless as a direct feedback tool - bridging the gap between customer expectations and service delivery.

Here are a few practical ideas around how digital technology can advance your organisation, right now.

Harnessing the power of social platforms

In 2019, public accountability has never been more visible. We’re living in an era where online backlash and exposure can quickly follow negative experiences. Likewise, positive customer experiences are widely available and considered by those seeking peer-to-peer opinions about organisations before ever engaging with them.

This interactive technology offers valuable insights into customer motivations, habits, needs, and pain points without us having to lean on resource-consuming methods like interviews and field research.

Through social platforms, government organisations and councils can draw upon a freely available database of feedback to design a more customer-centric experience.

Greater collaboration - stronger relationships

Co-creation is vital to designing a truly holistic service in partnership with your customers. The accessibility and high-level of engagement within online platforms facilitate collaboration between both the providers and users of a service - creating a pathway to addressing potential shortcomings while also strengthening the partnership between your organisation and stakeholders.

Investing in innovation and automation can save you time and money

Improved customer satisfaction is worth investing in. And in fact, digital technology holds the potential to save governments and councils significant time and money. Proper implementation of features such as service automation not only makes the experience more pleasant for customers but also frees up your employees to focus on other equally important tasks.

More efficient, accessible service

Service designs must meet a high standard of accessibility, and digital technology presents an ideal platform for the integration of traditional offerings. Streamlining services through apps, kiosks, and user-intuitive web platforms accelerate the process, both reducing wait times for customers and improving staff wellbeing by optimising their role.

In addition to automating tasks, digital technology can also improve the accessibility of information and services for the disabled, remote, and non-English speaking population.

And this is only the beginning of the long list of benefits digital technology can have on your organisation.

The benefits are undeniable

As you can see, the perceived challenges of incorporating digital technology into public service delivery actually present a myriad of opportunities for improvement. Digital platforms can now offer governments and councils unprecedented access to data and feedback; can facilitate better collaborations and relationships and enable the fine-tuning of services in sync with customer expectations.

It's a fast-paced and exciting time to be in service delivery - all that's required is an openness to today’s tech and tomorrow’s innovations.

Blacktown City Council Case Study