Governments Must Temper Technology with Inclusion in their Service Delivery Offerings - Product Image

Governments Must Temper Technology with Inclusion in their Service Delivery Offerings

  • ID: 4382896
  • Report
  • 5 pages
  • Ovum
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Introduction:

In the last 10 years, citizens around the world have overwhelmingly voted with their wallets in their preferred mechanisms for making payments, yet in this and many other areas, many government agencies have only recently begun adopting modern mechanisms to interact with citizens.

Highlights:

Government services are often "mutually non-contestable" - customers have no alternative suppliers, and suppliers must service all customers.

Features and benefits:

Unlike commercial entities, government organizations have additional social welfare expectations placed on them, over and above the need for efficiency. Providing service through technology can disproportionately impact different groups in society.

Assisted digital and co-browsing are increasingly essential aspects of government service offerings.
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Publisher's view
  • Catalyst
  • The personal check is dead – in ANZ at least
  • Government services are often "mutually non-contestable"
  • Assisted digital and co-browsing are increasingly essential aspects of government service offerings
Appendix
  • Further reading
  • Author
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