People today don’t just want services. They want experiences. This shift in expectations has prompted government agencies to embark on a journey to transform how they interact with people so that they can serve them in more personal ways, starting with a new perspective on the technology, people and organizations that deliver social services.
The digital age
represents both a force of change and an opportunity for more user-centered
service design. New capabilities make productivity gains possible so that all
sides are more empowered. But because digital evolves rapidly, any adopted
system, structure or operating model must also be continuous and adaptive. By
focusing on citizens, embracing collaboration and relying on data-driven
decision-making, agencies are better positioned to deliver faster, more
efficient services to achieve better, more enduring outcomes. These imperatives
allow the progression from reactive support in the present to proactive
empowerment for life.
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Personalised Services with a ‘One Size Fits All’ Approach
Citizen demand for services shows no signs of slowing, yet human services agencies are being asked to deliver more, and deliver it better too. Can artificial intelligence (AI) help government agencies meet demand and improve services, while also controlling costs?
AI can help human services agencies personalize delivery and adopt a more human-centric approach to service delivery.
AI CROSSES CHANNELS
A single view of the citizen across siloes to create a seamless customer experience on any device.
Automation and self-service enablement help to empower citizens, simplifying the decision-making across the customer lifecycle.
The combination of creative, emotionally intelligent humans and logically intelligent machines increases the scope for human touch to be provided where most needed.
AI can sense and analyse the world around each customer and make informed decisions based on what it has “learned” to deliver tailored services for citizens. It can help human services agencies get a broader understanding of citizen issues, and augment workforce capabilities to drive more effective interventions and better outcomes for citizens. In other words, AI has the power to make human services more human
Torbjørn Larsen, CIO, NAV (Norwegian Labour & Welfare Administration), on how data helps social security agencies to leave behind their traditional one-size-fits-all approach:
Better by design