In episode 5 of the latest installment of Miranda’s and Aunt Natalie’s adventures, we learned of the existence of therapy turkeys (among other things), and we found out how a literal change in tune helped the citizens of the Duchy of Grand Fenwick overcome their choreomania and get back to business—thanks to the creative problem solving of the Cosmopolitan Retrofuturistic Innovators Secret Investigative Sisterhood.
Unfortunately, today’s public sector leaders can’t look to the Sisterhood’s innovative tactics to help them address the challenges they face. But they can take steps to create the more responsive government that their citizens demand.
Same mission, different challenges, new priorities
In one sense, the core mission of the public sector hasn’t changed. It’s still their responsibility to protect the community, provide services, and help the economy prosper. But the way governments and agencies fulfill that mission is undergoing radical change. Every day, citizens experience innovative, personalized, and speedy digital interactions with consumer organizations such as Amazon and Uber. And the expectations for similar experiences in the public sector are increasing.
The innovative governments of tomorrow will balance their traditional role with new technology-driven consumer-grade services. In short, they’ll become service orchestrators and information brokers in addition to being service providers. This requires a fundamental shift in strategy with data and business
intelligence as the foundation as governments reimagine their end-to-end processes using technologies based
on open standards. Like their private-sector counterparts, more agencies will seek to shift routine, repetitive workloads from their human workforce to the advanced systems powered by intelligent automation. As a result, human workers will be freed to solve problems and develop innovative approaches to constituent service—which, in turn, will help governments compete more effectively for talented employees.
As governments become more adept at using and understanding their data, they’ll also improve transparency by making that data available to their citizens—allowing communities to create their own applications and improving citizens’ visibility into how tax dollars are invested. In addition to fostering greater trust among constituents, this can allow governments to draw on the insights of its citizens to improve service and keep costs in check.
Focusing on the constituent experience
To improve the constituent experience, governments can now offer fully integrated, conversational user
interfaces to help citizens with questions in areas such as immigration services, taxes, and regulatory compliance. These interactions will generate additional data and feedback from constituents, employees, and stakeholders – enabling continual improvement of service delivery. It will also help streamline core processes related to taxes, services, social protection, infrastructure, and public security.
Anticipating emerging needs and threats
Finally, governments will increasingly use predictive systems and analytics to help them anticipate trends and channel resources to where they can have the greatest impact. Some innovative taxing authorities are already using machine learning to predict with a high level of accuracy which taxpayers may become debtors—enabling agencies to be more proactive in helping constituents anticipate and avoid financial hardship.
Finally, governments will face the same risk from cyberthreats as private sector organizations. Because they have a unique responsibility to guard their constituents’ data, they will need to adopt state-of-the-art security and advanced technologies such as AI-powered automation to anticipate and ameliorate the threats that jeopardize the public’s data. Part of maintaining the increased trust that comes with greater transparency and better service is demonstrating that an agency is a good steward of the public’s data, in addition to being an effective manager of taxpayer funds.
Governments aren’t businesses. They have a different mandate and operate under different constraints. However, by becoming the public-sector equivalent of a private-sector intelligent enterprise, governments and agencies can transform their approach to constituent service and be more effective in fulfilling their mission. For more on how SAP can help your public-sector agency capitalize on the advanced technologies behind the intelligent enterprise, visit inspirethefuture.com/public-sector-government. For insight into your own progress toward becoming an intelligent enterprise, complete our self-assessment.
SAP and Capgemini:
Partnering to help CP companies become intelligent enterprises
Consumers want direct engagement with brands, and they want it now. That engagement will increasingly be personalized, intelligent – and digital.
In conjunction with SAP, Capgemini is helping consumer products companies master these market shifts and tech-triggered trends. Their team of consumer products experts works with you to make your vision for an intelligent enterprise a reality.