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.
Win Funko Fortnite in Vinyl
Gadget and Gammatek are giving away a set of three Funko Fortnite figurines to three readers.
A Funko Pop figurine based on a character set is indicative of reaching the heights of pop culture. It is no surprise, then, that the world’s biggest online game, Fortnite, has its own line of Funko Pop figurines. The Funkos are modeled on the characters in game, including Drift, Ragnarok, Dark Vanguard, Volar, Tracera Ops, and Sparkle Specialist.
Now, local Funko distributor Gammatek has released the Fortnite figurines in South Africa. To celebrate, Gadget and Gammatek are giving away a set of three Funko Fortnite figurines to each of three readers. To enter,
Click here to see the Funko Fortnite characters and to select the one you want to tweet.
CES: ThirdEye X2 mixed-reality glasses
The X2 mixed reality (MR) glasses, unveiled at CES last week, are the smallest mixed reality devices yet. They boast a 42-degree field of view, HD resolution, and run on the Android platform. The glasses are not connected to wires or tethered packs, and boast a built-in VisionEye Simultaneous Localization and Mapping (SLAM) system for accurate environment tracking. The UI allows the user to wear it while completing tasks indoors and outdoors.
Click through to read how the software makes these glasses a reality.
Nick Cherukuri, founder of ThirdEye, said: “The goal of the X2 was to integrate SLAM into a small glasses form factor – that is the future of making MR Glasses mass produced.”
ThirdEye has also partnered with a major manufacturer, which will enable the X2 to be shipped in mass scale, which is currently a significant hurdle for many startups.
The glasses have built-in software like the ThirdEye App Suite, which provides a full MR software platform built into the units. The App Suite includes live audio and video streaming, AR data communication between remote users in the form of a “see what I see” application, and 3D scanning capabilities. The glasses run on Android 8.0, creating a platform for a worldwide community of developers to submit AR, VR, and MR applications to the ThirdEye App Store.