Running a public service might not be a simple feat, but its purpose is: it’s all about the citizens. From communities, to local workers and business - it's all about bettering those you serve, and not necessarily the government operating the service. Affordability, efficiency, and the ability to respond to what your citizens want and when they want it is fundamental to successfully running a service.
And in a readily disrupted industry surrounded by citizens harnessing the power of technology themselves, responding with an ever-adapting set of technologies is key. Sourcing solutions to the need to modernise and utilising limited resources to their full potential is key to the innovation that is a must in this industry.
We can help you find these solutions.
Updating in alignment with the industry is no one-time-thing. By modernising, innovation can be a constant process invigorated by an innovative culture, ensuring you can disrupt the industry, too.
It might be dedicated to the citizens, but it starts with your employees: automation is the latest tech to shake the industry to its core, and you need to harness it to maintain a competitive edge on the competition.
It’s not just about plugging in a new cable and waiting for the benefits - the whole team needs to be included, creating an organisation with the capabilities of computing and the perspective of people.
There’s two sides to every story - and this particular tale begins with the specific services on offer. Whilst the digital transformation of public services is set to encompass the entire team involved, what’s on offer to the citizens is fundamental, too.
And just as the whole system is to undergo innovation, so are the services.
Central to the innovation, however, isn’t necessarily the creation of new ideas to entice citizens: it's about moving from the abstract of an idea to producing it at the scale and speed required for a public service to both maintain efficiency and respond to demand. Recognising your citizens' needs might be the starting point, but responding to them within an appropriate time period is the end-goal.
AI, blockchain, the IoT, and extended reality are at the forefront of this, providing the competitive edge you need with data-driven insights into your citizens.
The services fuelled by a public service are driven by one thing: the employees.
They’re the ones syncing the insights garnered by the new technology with the citizens, and they’re the ones ensuring the ideation mentioned previously is put to its purpose and is tailored to their exact needs.
To serve this, the technology put in place must include the entire team at hand, supporting the need for collaboration and communication. Having derived data-driven insights from citizens regarding their needs and wants, the entire team can then put a streamlined service into practice that leaves room for future innovation.
By finding small improvements of efficiency, a collective boost can be asserted. Creating a culture based on the constant adaptation to disruption is central to staying up-to-date and ahead of the curve.
Michael Garcia Director of Marketing, Answering Legal
The public services industry has always sought to align itself with the citizen. With a broad range of demographics clustering under this term, responding to the exact needs of different groups requires insight that not all technology can grasp. It’s the integration of technology to tap into each group that is forecasted for this industry, however.
For those with an ear to the ground, this process is also known as a Digital Transformation. A Digital Transformation is the rethinking of how you manage your employees, your clients’ and business’ data, and how you carry out your business operations.
Or, in simple terms, a DT is the technological rethink your business needs to stay competitive.
This starts with operational transformation, which modernises public services at their core and infiltrates how the public service employees interact, communicate, and create new innovations dedicated to the citizen.
As this encompasses a broad stretch of services, an even broader stretch of technologies are involved. Blockchain, analytics, the IoT and extended reality might be frequently mentioned, but it’s artificial intelligence which takes centre stage.
Serving a variety of purposes, it has the computational capacity of a computer, and the human perspective your government needs to remain people-centric.
SOURCE YOUR CITIZENS’ EXPERIENCE
Deriving citizen’s desires via data might seem a complicated process best left to the computers, but presenting it in a simple manner is key to maintaining transparency and trust. And computers can do that, too.
GO BACK TO BASICS
Many businesses have already harnessed the power of digitalisation - but this digitalisation is from a decade or two ago. Start modernisation with the basics of your business, and begin the process of attuning everything to the citizen.
MATCH THE TRENDS VIA TECH
By introducing digitalisation across the entire organisation, ideas will pass through innovation faster, and innovation will meet your citizens’ needs at an unmatched pace.
HARNESS THEIR DATA, DON’T RISK IT
Engaging citizens might seem a difficult feat, but ensuring trust is a much simpler - and much more effective - process that can be scored with online protections.
SERVE YOUR CITIZENS, NOT THE SERVICE
Speaking of protecting their data: remaining transparent with how you use data-driven insight, and how it serves the citizen and not your service is key to a trusting relationship.
BALANCE TECH AND YOUR TEAM
AI, analytics and automation might drive insights into your citizens’ wants and needs, but maintaining a human perspective is a must, too. Balancing acts don’t just belong in the circus.
BLEND OPERATING MODELS
Tailoring an experience isn’t just for your citizens; unlock the true potential of technology by merging different operational models to uncover the solution with the greatest efficiency.
CREATE A CULTURE
Instilling an innovative culture doesn’t begin with one employee thinking up an idea - it begins when the whole supply chain has tapped into a sense of innovation, allowing a constant adaptation to a disrupted industry.
ACHIEVE AT SCALE
The public service industry has to think up ideas and then produce them at a scale to match the community. Whilst technology can assist with this and produce a much more efficient answer to a common problem, teaming this with an outcome-lead-focus is key.
Taking things technological might seem a challenging feat set to rock local government to its foundations, but with Lolly at every step of the way, navigating the uncharted territory need not detract from your service. In fact, with our tech-team assessing your exact needs and walking you through each step, you don’t need a map, either! But, if you do fancy finding your way around the future of your public service, you can start here.
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Discover how digital transformation can help your business accelerate by reaching new technological heights via a free consultation with one of our expert consultants.
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