Lowering Cost with Exceptional Digital Experiences

According to the IBM 2012 CEO Study fiscal pressures continue to be the most important external force impacting government organizations.  This is still true today, as Governments continue to face financial pressures to reduce deficits, citizens and businesses are demanding their government be more accountable and more cost efficient.

Accountability in this case, includes a focus on the point of service delivery. It addresses how citizens and businesses want to consume services not how governments want to deliver them. Governments will need to rethink the way they connect, transact and engage with citizens and businesses in a way that derives mutual value.  Improved cost efficiency, focuses on the ability of Government to organize itself to deliver its services for a lowest cost.  For some, this will require a radical shift in the infrastructure to support and fund these new ways of engagement – becoming integrated, flexible, streamlined and agile.

Ian Baker, Government Industry Leader, IBM Global Business Services, he states that Governments shifting their focus from resource management to managed outcomes.  This presents both a challenge and opportunity as they consider:

  1. How to increase citizen engagement and satisfaction with reduced resources?
  2. How to stimulate the local economy and remove obstacles from business that work with them?
  3. How to improve employee productivity while increasing flexibility and job satisfaction?
  4. How to do all this with fewer resources and lower cost?

Ian suggests government organizations should ensure their digital strategies include a focus on the continued shift in the channels citizens use to interaction with government


The red line represents the cost of simple transactions for the City of Hamilton, Ontario.  The blue line represents the cost of complex transaction within the State of Utah.  A recent study indicates Government can achieve 4% cost savings for every 1% shift from call center to the web or mobile device.  In addition the adoption of mobile applications internally by Government employees has been shown to yield productivity savings between in rage of 14% – 28%.

Governments across the global are creating digital experiences that improve mission outcomes and lower cost.  If you would like to hear more, please join us on July 17thfor a broadcast to explore these topics further. It will include Forrester Research and is called Reinventing Relationships: Engage Your Customers with Exceptional Digital Experiences.  During the broadcast you will hear from experts and from organizations that are ahead of the curve implementing exceptional digital experience for their customers.

Register here to learn more: https://ibm.biz/BdxCZf



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