The Future of Digital Service Delivery
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Presentation given at the Digital Service Delivery in Government conference from Intrepid Minds on Wednesday 27 November
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The Future of Digital Service Delivery
- 1. Future digital services – what will they look like? Digital Service Delivery 27 November 2013 Craig Thomler Gov 2.0 Advocate Managing Director Delib Australia
- 2. Source: Copyright Hanna Barbara – The Jetsons – 1960s (set in late 21st Century)
- 3. The future is closer & further away than we think… Services will still be delivered… • On paper (mail) • Face-to-face • By phone • Online
- 4. The future is closer & further away than we think… However the proportions will change • On paper (mail) – drop hugely • Face-to-face – drop/virtualise • By phone – drop/digitalise • Online – expand/virtualise
- 5. Converging trends Cybernetics Autonomous devices & vehicles Ageing population Health monitors Hyper Broadband 3D printing Mobile devices
- 6. Future service delivery will focus on three things • Reduced resourcing • Greater convenience • Greater responsiveness and flexibility
- 7. What will need to happen: • Willingness to adapt business processes as well as business mediums • Senior/middle management modern IT-savvy • Greater cross-agency cooperation • Changes to existing laws & how new laws are created
- 8. Source: http://www.itu.int/en/ITU-D/Statistics/Documents/facts/ICTFactsFigures2013.pdf The Jetsons – 1960s
- 9. Present scenarios (achievable with current tech) • • • • • • • Digitalisation of offline services Mobile most Escalating online chat agents Basic remote monitoring Remote management Social media service delivery Open data
- 10. Near-future scenarios (achievable in next 5yrs) • Semi-autonomous delivery • Complex monitoring • Integrated virtual/physical shopfronts • Print-on-demand medicine and devices • Open services
- 11. Further-future scenarios (achievable in next 15yrs) • • • • • • Fully virtual shopfronts Mobile everything Autonomous freight Integrated remote management Distributed services Full integration of social with other service channels
- 12. Far-future scenarios (achievable beyond 15yrs) • • • • • Universal monitoring Autonomous transport Mechanical telepathy Cyber-upgrades Citizen-centric governance