Press release
Governments must temper technology with inclusion in their service delivery offerings
Introduction
In the last 10 years, citizens around the world have overwhelmingly voted with their wallets in their preferred mechanisms for making payments, yet in this and many other areas, many government agencies have only recently begun adopting modern mechanisms to interact with citizens.
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Highlights
Government services are often "mutually non-contestable" - customers have no alternative suppliers, and suppliers must service all customers.
Features and benefits
Unlike commercial entities, government organizations have additional social welfare expectations placed on them, over and above the need for efficiency. Providing service through technology can disproportionately impact different groups in society. Assisted digital and co-browsing are increasingly essential aspects of government service offerings.
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