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implication of digital economy toward public sector

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being influenced by social media , citizen expect the same standard of services from public sector as same as other private sector. Putting citizen experience at the heart of public services design is an the imperative

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implication of digital economy toward public sector

  1. 1. © 2017 TAS Consulting Partner I All Rights Reserved www.tas-consultingpartner.com Digital Economy www.pixabay.com Its implication toward Public Sector
  2. 2. © 2017 TAS Consulting Partner I All Rights Reserved DIGITAL TRANS FORMATION , DONE RIGHT, CAN BE POW ERFUL ENABLER THAT DRIVE ECONOMIC GROW TH Benefit from lowering barriers to entry and disadvantage of scale Benefit from increasing accessibility, competition and choices B U S I N E S S Better response to customer- driven change C O N S U M E R S M E R U R A L Assist in trading and securing transaction Source : Adapted from Economic Growth and Development in Asia, What’s the role of Digital, Deloitte, 2017 G O V E R N M E N T capability infrastructure regulatory
  3. 3. © 2017 TAS Consulting Partner I All Rights Reserved D I G I TA L VA L U E T O S O C I E T Y ULTIMATE GOAL IS TO ACHIEVE VALUE -AT-STAKE W HICH INCLUDING DIGITAL VALUE TO SOCIETY I N D U S T R Y L A B O U R C O N S U M E R B E N E F I T S O C I E T Y & E N V I R O N M E N T Example metrics • Lives saved • Carbon emission • Life expectancy • Time savings • Cost saving on consumption • Net job creation • Median income growth • Income disparity • Value addition from new products/services • Value migration from shifting profit pools Component Source : Digital Transformation Initiative, World Economic Forum/Accenture, 2017 VA L U E AT S TA K E
  4. 4. © 2017 TAS Consulting Partner I All Rights Reserved THE UNEVEN RATE OF RESPONSE TO CHANGE EXPOSES SALIENT GAP TO BE ADDRESSED 1970s 1980s 1990s 2000s 2010s Today RateofChange Source : Rewriting the Rules for the Digital Age, Global Human Capital Trends,, Deloitte University Pres, 2017 T E C H N O L O G Y P U B L I C P O L I C Y “the needs of organizations and business leaders, shows that a new set of "rules" have emerged: rules to help leaders redesign the organization, rethink the employee experience, implement digital tools, rethink careers, and change the way we lead. I believe this transition, the gap between business and individual will take several more years to close” - Josh Basin - B U S I N E S S I N D I V I D U A L S
  5. 5. © 2017 TAS Consulting Partner I All Rights Reserved TW O CORE DOMAINS ARE PRIORITY THAT PUBLIC SECTOR SHOULD STRATEGICALLY FOCUS C O M P E T I T I O N D AT AVA L U E C U S T O M E R S I N N O VAT I O N Source : The Digital Transformation Playbook, David L. Rogers, 2016
  6. 6. © 2017 TAS Consulting Partner I All Rights Reserved TECHNOLOGIES ARE CHANGING HOW CITIZEN INTERACT W ITH AND EXPECT FROM PUBLIC AGENCIES T H I N G S W E R E P U B L I C A G E N C I E S I N F O R M A T I O N C I T I Z E N T H I N G S A R E P U B L I C A G E N C I E S I N F O R M A T I O N C I T I Z E N
  7. 7. © 2017 TAS Consulting Partner I All Rights Reserved UNDERSTANDING CITIZEN EXPERIENCE THROUGH THE LENS OF BUSINESS F E AT U R E S E X P E R I E N C E S M A S S P R O D U C T I O N H Y P E R - P E R S O N A L I Z A I O N O W N E R S H I P - B A S E D C O N S U M P T I O N A C C E S S - B A S E D C O N S U M P T I O N Source : Digital Transformation Initiative, World Economic Forum/Accenture, 2017
  8. 8. © 2017 TAS Consulting Partner I All Rights Reserved PUT CITIZEN EXPEIENCE AT THE HEART OF PUBLIC SERVICE DESIGN Source : adapted from Design Thinking for Public Service Excellence, UNDP, 2013 prototype ideate empathize define test An increasing number of governments are or envisage using design approaches to innovate and co-create public policy interventions with professionals, the private sector, civil society representatives, third sector organizations and citizens. C I T I Z E N N E E D S implement OLD APPROACH DECISION MAKING Policy Process Design Systems Development Users Statis NEW APPROACH DECISION MAKING Users Services [re] design System Development Policy Check Feedback
  9. 9. © 2017 TAS Consulting Partner I All Rights Reserved DATA IS THE KEY SOURCE OF CITIZEN EXPERIENCE ENHANCEMENT Source : The Hierarchy of Needs : Citizen Experience in Public Sector, iPerceptions, 2016 S U R V I V A L S E C U R I T Y B E L O N G I N G I M P O R T A N C E S E L F A C T U L I Z A T I O N C I T I Z E N E N G A G E M E N T P U B L I C A G E N C I E S M A T U R I T Y Full Engagement Limited Engagement Partial Engagement Forced Engagement High Engagement Recognize and Personalize Analyze and Predict Intergrade and Inject Measure and Monitoring No Measurement/Reporting Citizen feel compelled to proactively engage in public agencies which is a platform for social involvement services not only satisfy citizen but it become a key part of citizen life cycle Citizen view public agencies resource as accessible, convenient, useful, transparent Citizen feel glad to have a system that work though it is not fully effective yet Citizen has no other choice but has to rely on unpleasant services Public agency use voice of citizen insight to create a personalize experience for individual in real time. Public agency use predictive analytic to continuously improve its services delivery. Public agency integrate and inject the voice of citizen insight to enhance existing capability Public agency introduce measurement and monitoring solution to gauge citizen experience Public agency are blind to data/insight that can improve citizen experience.
  10. 10. © 2017 TAS Consulting Partner I All Rights Reserved FOUR PRIORITY CHALLE NGES FOR PUBLIC SECTOR TO BECOME CITIZEN-CE NTRIC SERVICES not doing enough to build a workforce that is fully prepared to create a great customer experience. agencies often focus only on the skills of employees who serve customers directly, rather than recognizing that most of their workforce affects the customer experience and also don’t have capability to turn data, if not collect into actionable insight.. D ATA C O M M U N I C AT I O N & E N G A G E M E N T G O V E R N A N C E W O R K F O R C E M A N A G E M E N T not making the best use of feedback and customer data to drive decisions and investments due to that data not exist, incomplete, outdated, not shared across agencies lack a clear customer experience strategy and a senior leader responsible for the customer experience. They use the same approach to improve customer service which yield the same old result. Poor communication and lack of engagement between agencies and their customers can lead to service delivery that is out of touch with what the public needs. Some neglect to conduct customer research or assess customer needs when designing, delivering or improving services. Source : Government for the People, Partnership for Public Sector, Accenture, 2016
  11. 11. © 2017 TAS Consulting Partner I All Rights Reserved www.pixabay.com www.tas-consultingpartner.com tas@tas-consultingpartner.com THANK YOU All information contained in this presentation has been produced base on publicly available information from various sources. Should you have any comment to make regarding topic presented and their content, please contact t r u s t w o r t h y a g i l i t y s i m p l i c i t y © 2017 TAS Consulting Partner I All Rights Reserved

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