Download - The Future of Digital Service Delivery
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Future digital services – what will they look like?
Craig ThomlerGov 2.0 Advocate
Managing DirectorDelib Australia
Digital Service Delivery27 November 2013
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Source: Copyright Hanna Barbara – The Jetsons – 1960s (set in late 21st Century)
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The future is closer & further away than we think…
Services will still be delivered…• On paper (mail)• Face-to-face• By phone• Online
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The future is closer & further away than we think…
However the proportions will change• On paper (mail) – drop hugely • Face-to-face – drop/virtualise• By phone – drop/digitalise• Online – expand/virtualise
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Converging trends
3D printing
Health monitors
Ageing population
Autonomous devices & vehicles
Cybernetics
Hyper Broadband
Mobile devices
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Future service delivery will focus on three things
• Reduced resourcing• Greater convenience• Greater responsiveness and
flexibility
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What will need to happen:
• Willingness to adapt business processes as well as business mediums
• Senior/middle management modern IT-savvy
• Greater cross-agency cooperation
• Changes to existing laws & how new laws are created
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Source: http://www.itu.int/en/ITU-D/Statistics/Documents/facts/ICTFactsFigures2013.pdfThe Jetsons – 1960s
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Present scenarios (achievable with current tech)
• Digitalisation of offline services• Mobile most• Escalating online chat agents• Basic remote monitoring• Remote management• Social media service delivery• Open data
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Near-future scenarios (achievable in next 5yrs)
• Semi-autonomous delivery• Complex monitoring• Integrated virtual/physical
shopfronts• Print-on-demand medicine and
devices• Open services
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Further-future scenarios (achievable in next 15yrs)
• Fully virtual shopfronts• Mobile everything• Autonomous freight• Integrated remote management• Distributed services• Full integration of social with
other service channels
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Far-future scenarios (achievable beyond 15yrs)
• Universal monitoring• Autonomous transport• Mechanical telepathy• Cyber-upgrades• Citizen-centric governance
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Thanks
Craig [email protected]@CraigThomler
http://eGovAU.blogspot.com
www.delib.net/australia/@Delibaunz