copyright steria what are the chief benefits to the public ? guy lambert managing director, public...
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Copyright Steria
What Are the Chief Benefits to the Public ?
Guy Lambert
Managing Director, Public Authorities Group
Copyright Steria
Who Are “the Public” ?
Tax Payers ? Government service recipients ? Individuals complying with regulations ? Citizens participating in the democratic process ?
Copyright Steria
What Do We Want From Government ?
TrustTrust• FairnessFairness• SecuritySecurity
• ConfidentialityConfidentiality• TransparencyTransparency
• Business ContinuityBusiness Continuity
AgilityAgility• Strategic FocusStrategic Focus
• Partnerships & ‘joined up’ Partnerships & ‘joined up’ working working
• Process / structure responsive Process / structure responsive to changeto change
Service Service • Focus on recipient’s Focus on recipient’s
requirementsrequirements• Ease of accessEase of access• Value for MoneyValue for Money
• Efficiency Efficiency
Sustained Sustained Public ValuePublic Value
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Drivers of Overall Public Satisfaction
Fair treatment for all types of people
Decision making takes residents’ views into
accountOpportunities for
participation in decision making
Satisfaction with control of development of local area
Source : What Drives Public Satisfaction with Local Government LGA, November 2004
Perceived value for money
Perceived quality of services
Perceived efficiency in service delivery
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Where Can Technology Contribute ?
TrustTrust• Information SecurityInformation Security
• ConfidentialityConfidentiality• Freedom of InformationFreedom of Information
• Business ContinuityBusiness Continuity
AgilityAgility• Partnerships & ‘joined up’ Partnerships & ‘joined up’
working working • Support for changing process Support for changing process
& structure& structure• Enable response to changeEnable response to change
Service Service • Convenient accessConvenient access• Increased process Increased process
efficiency efficiency • Staff deployed for Staff deployed for
frontline deliveryfrontline delivery
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So Why Not More Visible Benefits So Far?
Lack of critical mass of takeup of Lack of critical mass of takeup of electronic serviceselectronic servicesBetter “marketing” of servicesBetter “marketing” of servicesAdded value from electronic servicesAdded value from electronic services
Technology cannot “fix” Technology cannot “fix” business problemsbusiness problems