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The Future of Digital Service Delivery
The Future of Digital Service Delivery
The Future of Digital Service Delivery
The Future of Digital Service Delivery
The Future of Digital Service Delivery
The Future of Digital Service Delivery
The Future of Digital Service Delivery
The Future of Digital Service Delivery
The Future of Digital Service Delivery
The Future of Digital Service Delivery
The Future of Digital Service Delivery
The Future of Digital Service Delivery
The Future of Digital Service Delivery
The Future of Digital Service Delivery
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The Future of Digital Service Delivery

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Presentation given at the Digital Service Delivery in Government conference from Intrepid Minds on Wednesday 27 November

Presentation given at the Digital Service Delivery in Government conference from Intrepid Minds on Wednesday 27 November

Published in: Technology, Business
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  • 1. Future digital services – what will they look like? Digital Service Delivery 27 November 2013 Craig Thomler Gov 2.0 Advocate Managing Director Delib Australia
  • 2. Source: Copyright Hanna Barbara – The Jetsons – 1960s (set in late 21st Century)
  • 3. The future is closer & further away than we think… Services will still be delivered… • On paper (mail) • Face-to-face • By phone • Online
  • 4. 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
  • 5. Converging trends Cybernetics Autonomous devices & vehicles Ageing population Health monitors Hyper Broadband 3D printing Mobile devices
  • 6. Future service delivery will focus on three things • Reduced resourcing • Greater convenience • Greater responsiveness and flexibility
  • 7. 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
  • 8. Source: http://www.itu.int/en/ITU-D/Statistics/Documents/facts/ICTFactsFigures2013.pdf The Jetsons – 1960s
  • 9. 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
  • 10. Near-future scenarios (achievable in next 5yrs) • Semi-autonomous delivery • Complex monitoring • Integrated virtual/physical shopfronts • Print-on-demand medicine and devices • Open services
  • 11. 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
  • 12. Far-future scenarios (achievable beyond 15yrs) • • • • • Universal monitoring Autonomous transport Mechanical telepathy Cyber-upgrades Citizen-centric governance
  • 13. Thanks Craig Thomler craig@delib.net @CraigThomler http://eGovAU.blogspot.com www.delib.net/australia/ @Delibaunz

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