At a recent learning conference, Innovate SA 2024, hosted by the Public Sector Network in collaboration with the South Australian Department of the Premier and Cabinet, Area9’s enterprise team delved into the imperative of digital transformation in government.
As highlighted in Microsoft’s whitepaper, governments are increasingly recognising the pivotal role of technology in delivering efficient and secure services that cater to citizen needs seamlessly, particularly in times of crisis. Drawing on our experience with various government organisations, including Power and Water NT and the SA Government, as well as institutions like Swinburne University, our enterprise team led discussions on how to achieve service delivery success into actionable strategies.
Due to significant requests for our notes from the Innovate SA Roundtable, we’re excited to be able to share these strategies for everyone to access. Below you will find a short summary of our notes with an option to download our full step-by-step approach for unlocking, delivering and continually improving service delivery.
Three stage approach to connecting people, process and technology
To effectively enhance service delivery, it’s essential to establish robust methodologies that generate high-quality, actionable data, facilitating the integration of AI, data-driven decision-making, and analytics.
Area9’s approach revolves around three interconnected stages: Getting started, Implementation, and Ongoing improvement.
These stages converge people, processes, and technology to ensure a seamless flow of information and resources, ultimately delivering citizen (and customer)-centric outcomes.
Stage 1: Getting started
In the initial stage, “Getting started,” teams lay the groundwork by assembling the right talent, defining success metrics, scoping the project, and securing leadership support.
We cannot emphasise how important clear communication and ambitious goal setting is at this stage, and we advise organisations and their teams to engage with diverse stakeholders early on and meticulously select tools that align with governance systems and security requirements.
Stage 2: Implementation
Moving to the “Implementation” phase, teams should focus on collaborating closely with operational units to execute changes effectively. By identifying target processes, adopting agile methodologies, and leveraging user stories, organisations can streamline workflows and deploy solutions iteratively, driving rapid adoption and minimising resistance.
Stage 3: Ongoing
Finally, in the “Ongoing” phase, sustaining excellence in service delivery requires continuous improvement and adaptation. We at Area9 recommend establishing dedicated teams for ongoing enhancement, fostering feedback loops for idea generation, and leveraging reporting and dashboards to track progress and identify opportunities for refinement.
Ready to start and/or enhance your service delivery?
For organisations seeking to embark on their journey towards citizen and customer-centric service delivery, Area9 offers comprehensive support and expertise. For support at any stage of your service delivery project, we are pleased to offer:
- A free download of our FULL “Practical Guide to Enhancing Citizen (and Customer)-Centric Services.” Download here.
- A complimentary 30min call to talk through this process with your specific team and organisational situation. Book here.
- More knowledge share resources on our website. View here.