Delivering better services through technology
30 Oct

Delivering better services through technology

How can you deliver better services to the community? How can you do more with less? Are you adopting new tools and platforms to innovate and lead your organisation to drive productivity?

These are only a few of the questions which were heavily discussed and debated at the recent FuturGov Summit in Canberra, attended by leading government agencies from Australia, Europe and the United Kingdom. The discussion tables, panel sessions and notable keynote presentations focused on such key topics as mobility, cloud, information management, security, collaborative tools to drive productivity, emerging technologies, data management, the Government ICT reform and what’s bugging CIO’s.

What stood out from the conversations I heard and discussions with attendees was the focus and drive to adapt better work practices, processes and tools to change the thinking and deliver improved services to the customer (the community and citizens). There is an immediate need to build trust and confidence with the community and citizens. Government organisations also need to encourage collaboration amongst employees and customers to innovate and provide improved customer experience, and determine the best platforms for future service improvements.

Many prominent organisations are addressing data requirements and best use of information management to satisfy security and risk concerns. Contact centres and help desk functions are also scrutinised by various departments to ensure a better customer experience and faster solutions to inquiries. Many agencies and organisations are looking to other sectors to learn from business models that have succeeded, with the view to implement them in-house.

Tackling the changes required to meet a more demanding and mobile community is a main priority for the government. Internal procedures and functions are evolving to be smarter in order to deliver a better service and meet expectations in a shorter timeframe, and at a lower cost.

Currently, there are strict regulations imposed on the sector to move to digital, and tighter budgets means that departments have to achieve this using a ‘do more with less’ mindset. As a result, a lot more accountability has been placed on the departments, and key ICT projects are being scrutinised in terms of their business case or processes and long term return and benefits.

Clive Lines, First Assistant Secretary Information Communications Technology Reform Division, Department of Defence, provided insight to this in his keynote presentation. He shared that the Defence Strategy Reform Program (SRP), which aims to build and improve the Australian Defence Force, has a series of 15 SRP streams, 8 of which depend on ICT projects to succeed. With the task of saving $5.5M during the next five years, they’ve had to ‘do more with less’ and are looking to capitalise on industry expertise. This includes partnering with other companies, creating an environment of shared goals and responsibilities.

From the interactive discussion tables we learnt that many organisations are using ICT to:

–   Increase services and engagement with the community and employees;
–   Increase productivity in general; and
–   Drive innovation, and encourage collaboration with consumers.

The government is dealing with many similar issues to the corporate world, and we hear these same points regularly in our conversations with you (customers or not). Both sides want to deliver better services to the customer, but the challenge lies in successfully planning for the future, being able to adapt to the speed of changing demands and identifying the specific tools or platforms to help navigate these changes.

Let us know – what are you doing to deliver better services to your customers and community?

This is a post from guest contributor Susan Hunter, Marketing Executive at Fuji Xerox Australia.

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About nextwork

The next generation of work opens the door to new opportunities and challenges. The workplace of tomorrow will be a transformed place where greater mobility, increased innovation, collaboration and employee flexibility will be key drivers of change. At Fuji Xerox Australia we help businesses integrate data, documents and business processes and turn tomorrow’s documents into knowledge. Nextwork explores the dawn of the ‘new working world’ and how we can successfully harness the opportunities and mitigate the challenges of tomorrow.

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