Today’s organisations are torn between conflicting imperatives: to deliver outstanding
levels of customer or citizen service while radically improving the cost-efficiency of
how they work.
It’s no secret that the new generation of consumers has become increasingly
sophisticated and demanding in its expectations. It wants to take control of how it
interacts with the services it consumes, expecting organisations to offer open and
speedy 24/7 access via a flexible range of touchpoints such as web, phone and email.
Balanced against this are some harsh economic realities for decision-makers to embrace.
To survive in aggressive markets, commercial sector organisations need to create
ever-more seamless, intuitive and personal services that drive up profitability while
also driving out cost.
Meanwhile public sector organisations are facing slashed budgets today, and the promise
of even tougher cuts over the coming years. The 2009 Operational Efficiency Programme –
built on the Gershon savings agenda – tasked government organisations with finding still
deeper ‘efficiency gains’. The question now is whether, given new budget reductions,
public sector organisations will be able to continue improving service delivery to meet
the political and social agendas for reform and citizen-centricity. The issue now appears
rather to be one of safeguarding and preventing cuts to frontline services.
Most public and private sector organisations have already done a great deal behind
the scenes to integrate processes and create a smart, seamless base for customer
communication. But as new technologies and economic challenges emerge, your
supporting systems need to keep changing, growing and adapting as well.