With the Covid-19 forcing people to stay indoors and work from home, those in the Public Sector have had to adapt in order to still carry out their jobs and deliver fantastic services for the people that they represent.
Digital transformation is difficult to put an exact label on, with varying responses as to how an individual defines it including increase in online service transactions, increase in savings made from moving services online and reduction in one-to-one customer contact.
Digital transformation has been at the forefront of public services for years, with considerable efforts being made to push public-facing services online, however more can always be done and it seems that the Coronavirus pandemic has been a catalyst for how the public sector looks at digital services.
In a recent survey, approximately 65% of participants suggested that Covid-19 had “accelerated or initiated plans” that their organisation had towards digital self-service.
The most common causes for this is having staff able to using video-conferencing software to not only interact with citizens but also with each other in meetings, that may have previously taken time to set up and travel to, are now taking place online saving time, resources and ultimately money that can be better spent elsewhere.
Several respondents explained that although plans hadn’t been accelerated, there was more of a reliance on digital services with people not in the office to answer calls, they might put more of a focus on the live chat or on being responsive to emails, rather than using the telephone as the first point of contact.
We want to help the public sector to get back on with their journey to digital transformation. At PSE, we’ve partnered with Solace and Goss to understand how current conditions have affected your progress.
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