服务交付趋势展望

CONTENTS4EXECUTIVE SUMMARY7INTRODUCTION57596166121924293439445056 Customer Experience Strategy: Meet Generation C…TheConnected CustomerAccess: Government as a food truckPrivacy: Protecting Information in an open worldEnabling Technology: Optimizing the power of informationService Staff Culture: Realizing a new type of workforceInnovation: Developing a culture of creativity andsolution-oriented executionGovernment Collaboration: Working with externalstakeholders to create changeOutcomes by Design: Building customer needs into theDNA of service deliveryCommon ImplicationsCONCLUSIONGLOSSARY OF KEY TERMSBIBLIOGRAPHYREFERENCES FOR QUOTES 4Executive SummaryExecutive summaryWith an objective of informing public sectorexecutives and service delivery managersabout the major trends shaping citizenservice in the future, this outlook reportcan be useful to offer innovative ideasfor service operations improvement, andcan also serve as a planning guide for anyservicetransformation. In many countries around the world, three forceshave been shaping the citizen service sector andthe manner in which governments are providingcitizens with information access and servicedelivery. These forces are continuously risingcitizen expectations, increasing fiscal pressures,and technologies that are enabling new ways ofinformation management and communication.Leading governments have been assessing theseforces and have commenced the transition toa “new era” of service delivery efficiency andeffectiveness, with the planning and pilotingof creative approaches to connect with andservecustomers.This outlook report summarizes a variety ofleading global practices and lessons learned forgovernments aiming to enhance customer service.It is informed by a variety of sources includinginterviews with citizen service subject matterexperts, a review of literature and analyst reportsfrom multiple global markets, and researchinto specific examples of public sector servicedeliveryreform.For public sector managers who are leading atransition to a new era of customer-centric servicedelivery, this report provides not only a windowinto the future to help manage larger scale servicetransformations, but also tips and tactics toimprove present day service operations.The first of the forces,rising citizen expectationsfor service, have in many ways stemmed fromconsumer interactions with private sectorproviders such as banks, travel and lodgingproviders, and entertainment operators. They areaggressively competing to develop more customer-centric ways of doing business and in doing so,are demonstrating to citizens what new types ofservice are possible. Demands such as automatedon-line service transactions, lower call centre wait Executive Summarytimes, and customized treatment are all being met. As citizens interact with government, these privatesector experiences are leading to higher expectations for public sector service delivery.The second force,government fiscal constraintsare a key challenge – and opportunity – for public sectororganizations aiming to enhance customer service innovation. As governments cut back on spendingto reduce debt levels, public sector organizations find themselves trying to do more with less. This“new normal” operating environment is creating an agenda to radically re-think the way public servicesaredelivered.The third force,advances in information technologycan help improve the quality of customerinteractions and their ease of access, all while lowering costs. The “Internet of Things” – embedded internetconnectivity in everyday devices – has become a primary focus for technology companies and is forecastedto contribute $19trillion to the economy by the year2020(Forbes,2014). The extent to which technologyis becoming part of everyday life brings new opportunities and challenges for service delivery. Leadinggovernments will capitalize on these opportunities while being prepared to manage potential risks.This changing environment is redefining the way customer services in the public sector are designed anddelivered: this outlook report has identifiedeight key drivers and twenty four trendsthat are shaping thefuture of public sector service delivery.The timeframe for these trends to become mainstream varies. Some already exist in a number of marketsas a core focus for governments. Other trends have a much longer-term timeframe. They are based on earlysuccesses by pioneering organizations in the public and private sectors and their impact is being monitoredby leading governments looking to engage with the future.While the twenty-four trends are at various stages of adoption, they all have direct applicability to a widevariety of public services across government departments and channels of service delivery. 5 6Executive SummaryWhile governments around the world are all at different degrees of capability and investment relativeto service delivery, a number of common implications to these eight drivers and24trends shouldbeconsidered: