The internet changed things to the point where the world cannot even imagine going back in time and possibly living without the convenience afforded by it. Everything and every aspect of our lives was influenced by the internet, shaped and molded by it. And then technology took a step further and beyond.
Usually termed as the internet 2.0, mobile devices have removed the restriction of the internet from being a remote portal on our desktops, to an everyday need within the palm of our hands, and on the tip of our fingers, literally. From online browsing and emails to online transactions and messaging, our social interaction with loved ones and complete strangers has never been more important.
So important, that the governments of various developed states are acknowledging the need for development of a more friendly and interactive experience with their present and potential citizens and business customers. For example, the government of New Zealand is no different and has made a statement of intent to improve the interaction of their government with their citizens and business customers by delivering better public services that are mostly used in a digital environment and providing the completion of transactions online easily and conveniently.
There are many other benefits to be realized other than satisfied citizens and business customers. The recently appointed CEO of the Australian federal government’s Digital Transformation Office (DTO), Paul Shetler, revealed at a “Technology in Government” conference in Canberra, that digital interactions between citizens and government agencies could save costs of up to $20 billion. The figures were cited in a research conducted by Deloitte and could help improve other governments who are cost restrained and would like to improve further digital interaction with their citizens.
Accenture, a global brand, conducted a citizen survey back in 2013, that showed a high correlation between the overall satisfaction experienced with public services and use of digital channels. The design needs to be focused on mobile technology as more than half of the world’s population is connected through their mobile devices.
Many companies have shifted their focus on such initiatives, but by and large the majority has yet to do so. Developing countries that have bigger populations that are connected through their mobile devices, have governments that have yet to realize the potential in developing digital channels for presenting their services.
Rosetta Carrington Lue is the City of Philadelphia first Chief Customer Officer. She is a dynamic leader in the fields of Customer Experience Management, Strategy and Technology, Social Media and Community Engagement in both public and private sectors.