We have identified five actions for delivering public service for the future:
Separate “no touch” from “must touch”
Blur the line between staff and citizens
Don’t just add on analytics, act on analytics
Crowdsource identity verification
The happiest customers are often the ones you don’t see. Delivering services digitally via straight-through processing allows you to save on costs and direct resources to where they are most needed.
Pension systems that allow the customer to serve as the caseworker can alleviate back-office burden and minimize “chasing” calls and contact. Through a digitally shared to-do list between agency and individual, citizens can take on tasks such as uploading documents or providing information via a connected device. More transparency of progress and status means less contact and lower costs.
With analytics embedded in processes (rather than tacked on to the periphery), pension systems have more contextual information to act on immediately, such as to identify fraud or spot congestion points in operational processes.
Low cost, hand-held and gaming devices have crossed the "digital divide."
Proliferation of service access points is the new norm. It is not realistic to maintain different versions of apps to work across different platforms. Develop agnostic apps that deliver one service across a variety of platforms—from PC to mobile devices, digital TVs and gaming consoles.
2015 will see two significant milestones:
If you aren’t certain of a customer’s identity, ask others. There is a growing market in identity provision, not just because maintaining the infrastructure for identity assurance is expensive and a cost best shared, but also because checking identity against multiple sources often means better assurance.