Citizen-centric service delivery will enable the public to hold authorities to account for the promises they made in the build up to Local Government Elections on 3 August, 2016, writes PATRICK SHIELDS, CTO at Software AG.
Citizen-centricity has the same objectives as customer centricity, an approach that has already been utilised by some organisations in both the public and private sectors.
Citizen and customer centricity both aim to reach the same objective. It’s an approach that strives to improve the customer journey by understanding all key interactions between consumers and service providers and implementing proactive responses for each of these.
Centricity empowers both public and government organisations to measure performance against election promises through governance models.
Governance models create a framework of how government plans to align tangible actions against promises and delivery targets. This information empowers the public, and public servants, to identify where the targets have been successfully met and areas which are underperforming.
These models encourage the implementation of citizen-centric actions at process level through measuring the quality of services delivered and citizen satisfaction levels.
Citizen centricity can also make a major improvement to the resource capacities of government departments.
One of the benefits of digitisation and the automation of customer interactions is to free up public servants from menial activities, providing them with more time to spend on genuine citizen and customer interactions.
A good example of this in action is the Department of Health’s Stock Visibility System which has been rolled out at over 3 100 clinics across South Africa as of July 2016. The system provides for real-time visibility of stock levels in these clinics through graphs and heat maps shortages, with automated alerts for reduced stock levels.
Local governments could learn from the banking industry as an example of how customer centricity benefits both the consumer and the organisation. Banks in South Africa have seen the advantages of customer centricity through enhancing the customer journey by automating banking processes online and using apps. This has freed up employees to focus on tasks that require greater customer interactions, which in turn improves the customer’s view of the bank’s services. Improved customer journeys in banking have also empowered customers to explore new products and services in an intuitive and efficient way.
This approach to putting people first can be replicated in the public sector. Being in a public office is all about delivering life-enhancing services to individuals, families and businesses. To achieve this, however, government needs a well-defined target of who they are dealing with from a customer interaction perspective in order to ensure they can understand the public’s needs.
However, it is important to note that there is no one-size-fits-all approach when it comes to citizen or customer centricity.
This process really depends on the relevant objectives and operational needs of each government organisation or business. While this may appear daunting, it is important for any organisation to know that there are partners out there who can guide you through your unique digital journey.
South Africans are searching in the dark, according to the latest Google Search trends.
With more 1 million search queries generated in the space of 76 hours, load-shedding was by far the top trending search on Google South Africa this week.
Valentine’s Day came a distant second.
After news emerged last Sunday of the impending stage 3 load shedding, South Africans had generated more than 1-million load-shedding search queries by the time Tuesday came around:
- “Loadshedding schedule” – generated more than 100k searches on Sunday
- “Load shedding schedule” – generated more than 100k searches on Sunday
- “Eskom load shedding” – generated more than 100k searches on Sunday
- “Load shedding Cape Town” – generated more than 50k searches on Sunday
- “Load shedding schedule” – generated more than 400k on Monday
- “Load shedding Johannesburg” – generated more than 20k searches on Monday
- “Load shedding schedule” – generated more than 200k search queries on Tuesday
Leading up to Valentine’s Day, South Africans generated close to 300k search queries related to the romantic festival, including searches for quotes and gift ideas:
- “Valentines Day” generated more than 100k search queries on Thursday
- “Happy Valentines Day Images” and “Valentines Day Images” generated more than 10k search queries each on Thursday, with “Happy Valentines Day 2019” generating more than 20k search queries on Wednesday
- “Valentines Day Specials 2019” generated more than 5k search queries on Thursday
- “Love quotes” generated more than 5k search queries on Thursday
- “Valentines Day quotes” generated more than 100k search queries and “Valentine messages” generated more than 50 000 search queries on Wednesday
Search trends information is gleaned from data collated by Google based on what South Africans have been searching for and asking Google. Google processes more than 40 000 search queries every second. This translates to more than a billion searches per day and 1.2 trillion searches per year worldwide. Live Google search trends data is available at https://www.google.co.za/trends/hottrends#pn=p40
Thanks to the growing popularity of video-on-demand services, there’s a new opportunity to help kickstart the careers of local filmmakers.
Numerous Hollywood blockbusters (District 9, Tomb Raider 2018, and The Avengers: Age of Ultron to name a few) have featured substantial shoots in Johannesburg and Cape Town. While providing great opportunities for SA’s production talent, aspiring writers and directors don’t get the same benefit.
So where can local creatives showcase their work? Broadcast TV isn’t a natural home for unknown short films, and while self-publishing platforms are readily available hosting options, it’s tough to get noticed and get traffic when competing with videos from across the planet.
But with the emergence of video-on-demand services into the mainstream, there’s now a solution. The African film school AFDA has teamed up with the streaming service Showmax to give local talent a much larger platform than ever before. From 18 February, eighteen of the best recent short films made by AFDA students from their Johannesburg, Cape Town, Durban and Port Elizabeth campuses will be live on Showmax. Drama, documentary, fantasy, and animation are all represented, in pieces running from under eight minutes to almost half-an-hour long. The full list of movies is included below.
Teresa Passchier, CEO of AFDA, said: “AFDA, Africa’s number-one school for the Creative Economy, is proud to kickstart this exciting and meaningful journey with Showmax and AFDA students, ensuring emerging young African filmmakers’ voices are heard and given a platform. It’s ground-breaking to share young, local, culturally relevant content on the same platform as Hollywood blockbusters. I am certain that this unique initiative will serve to boost and develop the African film industry and the careers of many young South African and African students alike.”
Included in the short films coming to Showmax are the award winners Junior and O-Puncha. Junior, directed by Bert Dijkstra, picked up the Audience Award in the Made in South Africa Competition at the shnit Worldwide Shortfilmfestival Awards 2017. O-Puncha, directed by Adam Hansen, won two awards at the 5th annual Eldorado Film Festival: Best Student Made Short, and Best Editing – Alexander La Cock.
Another celebrated film is Sicela Amanzi directed by Mlu Godola, which talks to the subject of water shortage. The film’s heroine Zoleka is a mild-mannered young woman forced to go to extreme lengths when a small community’s only source of water unexpectedly collapses. The power of films like this is they shine a light on critical topical issues in new ways.
Speaking about working with the film school, Candice Fangueiro, Head of Content for Showmax, said: “There’s
AFDA is an Academy Award-winning institution, founded in 1994, and the first and only African film school to win an Oscar – for the Best Foreign Student film in 2006, the postgraduate film Elalini, directed by Tristan Holmes.
The full list of AFDA short films coming to Showmax is as follows:
|Lullaby from the Crypt||Keenan Lott & Raven Davids||Animation|
|Ko Ga Cherenyane||Sibonokuhle Myataza||Documentary|
|Mallemeule||Jaco Van Bosch||Drama|
|Canal Street||Brodie Muirhead||Drama|
|On the Fence||Warrick Bews||Drama|
|The Righteous Few||Lindo Langa||Drama|
|Hlogoma Peak||Luke Ahrens||Drama|
|Frozen Flame||Cameron Heathman||Animation|
|Wolf||Brett van Dort||Fantasy|
|The Walk Home||Sisanda Dyantyi||Drama|
|Doreen||Luvuyo Equiano Nyawose||Drama|
|Sicela Amanzi||Mlu Godola||Drama|