skip to main content
Close Icon

In order to deliver a personalized, responsive service and to improve the site, we remember and store information about how you use it. This is done using simple text files called cookies which sit on your computer. By continuing to use this site and access its features, you are consenting to our use of cookies. To find out more about the way Informa uses cookies please go to our Cookie Policy page.

Global Search Configuration

Introduction

Responding to social changes while maintaining an equitable approach that minimizes technological discrimination will test the ingenuity of administrations.

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.

Key questions answered

  • Australia and New Zealand lead the world in the adoption of swipe card technologies, and modern governments are expected to utilize the latest payment technologies.
  • To ensure equity of access for key citizen demographics, this "co-browsing" capability is likely to remain a core aspect of the public sector omnichannel customer service offering for the foreseeable future.

Table of contents

Ovum view

  • Catalyst
  • The personal check is dead – in ANZ at least
  • Government services are often "mutually non-contestable"
  • Assisted digital and co-browsing are increasingly essential aspects of government service offerings

Appendix

  • Further reading
  • Author

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700


Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 7770704398 or email us at pr@ovum.com

Contact marketing - marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now