being influenced by social media , citizen expect the same standard of services from public sector as same as other private sector. Putting citizen experience at the heart of public services design is an the imperative

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Digital Economy
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Its implication toward Public Sector

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DIGITAL TRANS FORMATION , DONE RIGHT, CAN BE
POW ERFUL ENABLER THAT DRIVE ECONOMIC GROW TH
Benefit from lowering barriers to
entry and disadvantage of scale
Benefit from increasing
accessibility, competition and choices
B U S I N E S S
Better response to
customer- driven change
C O N S U M E R
S M E R U R A L
Assist in trading and
securing transaction
Source : Adapted from Economic Growth and Development in Asia, What’s the role of Digital, Deloitte, 2017
G O V E R N
M E N T
capability infrastructure regulatory

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D I G I TA L
VA L U E T O
S O C I E T Y
ULTIMATE GOAL IS TO ACHIEVE VALUE -AT-STAKE
W HICH INCLUDING DIGITAL VALUE TO SOCIETY
I N D U S T R Y
L A B O U R
C O N S U M E R
B E N E F I T
S O C I E T Y &
E N V I R O N M E N T
Example metrics
• Lives saved
• Carbon emission
• Life expectancy
• Time savings
• Cost saving on consumption
• Net job creation
• Median income growth
• Income disparity
• Value addition
from new products/services
• Value migration
from shifting profit pools
Component
Source : Digital Transformation Initiative, World Economic Forum/Accenture, 2017
VA L U E
AT S TA K E

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THE UNEVEN RATE OF RESPONSE TO CHANGE
EXPOSES SALIENT GAP TO BE ADDRESSED
1970s 1980s 1990s 2000s 2010s Today
RateofChange
Source : Rewriting the Rules for the Digital Age, Global Human Capital Trends,, Deloitte University Pres, 2017
T E C H N O L O G Y
P U B L I C
P O L I C Y
“the needs of organizations and business leaders,
shows that a new set of "rules" have emerged:
rules to help leaders redesign the organization,
rethink the employee experience, implement
digital tools, rethink careers, and change
the way we lead. I believe this transition,
the gap between business and individual
will take several more years to close”
- Josh Basin -
B U S I N E S S
I N D I V I D U A L S

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TW O CORE DOMAINS ARE PRIORITY THAT
PUBLIC SECTOR SHOULD STRATEGICALLY FOCUS
C O M P E T I T I O N
D AT AVA L U E
C U S T O M E R S
I N N O VAT I O N
Source : The Digital Transformation Playbook, David L. Rogers, 2016

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TECHNOLOGIES ARE CHANGING HOW CITIZEN
INTERACT W ITH AND EXPECT FROM PUBLIC AGENCIES
T H I N G S W E R E
P U B L I C
A G E N C I E S
I N F O R M A T I O N
C I T I Z E N
T H I N G S A R E
P U B L I C
A G E N C I E S
I N F O R M A T I O N
C I T I Z E N

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UNDERSTANDING CITIZEN EXPERIENCE
THROUGH THE LENS OF BUSINESS
F E AT U R E S E X P E R I E N C E S
M A S S
P R O D U C T I O N
H Y P E R -
P E R S O N A L I Z A I O N
O W N E R S H I P - B A S E D
C O N S U M P T I O N
A C C E S S - B A S E D
C O N S U M P T I O N
Source : Digital Transformation Initiative, World Economic Forum/Accenture, 2017

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PUT CITIZEN EXPEIENCE AT THE HEART
OF PUBLIC SERVICE DESIGN
Source : adapted from Design Thinking for Public Service Excellence, UNDP, 2013
prototype
ideate
empathize
define
test
An increasing number
of governments are or envisage using design approaches
to innovate and co-create public policy interventions with
professionals, the private sector, civil society representatives,
third sector organizations and citizens.
C I T I Z E N
N E E D S
implement
OLD APPROACH
DECISION MAKING
Policy
Process
Design
Systems
Development
Users
Statis
NEW APPROACH
DECISION MAKING
Users
Services [re]
design
System
Development
Policy Check
Feedback

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DATA IS THE KEY SOURCE OF
CITIZEN EXPERIENCE ENHANCEMENT
Source : The Hierarchy of Needs : Citizen Experience in Public Sector, iPerceptions, 2016
S U R V I V A L
S E C U R I T Y
B E L O N G I N G
I M P O R T A N C E
S E L F
A C T U L I
Z A T I O N
C I T I Z E N E N G A G E M E N T P U B L I C A G E N C I E S M A T U R I T Y
Full Engagement
Limited Engagement
Partial Engagement
Forced Engagement
High Engagement Recognize and Personalize
Analyze and Predict
Intergrade and Inject
Measure and Monitoring
No Measurement/Reporting
Citizen feel compelled to proactively engage in public
agencies which is a platform for social involvement
services not only satisfy citizen but it become
a key part of citizen life cycle
Citizen view public agencies resource as
accessible, convenient, useful, transparent
Citizen feel glad to have a system that
work though it is not fully effective yet
Citizen has no other choice but has
to rely on unpleasant services
Public agency use voice of citizen insight to create
a personalize experience for individual in real time.
Public agency use predictive analytic to
continuously improve its services delivery.
Public agency integrate and inject the voice of
citizen insight to enhance existing capability
Public agency introduce measurement
and monitoring solution to gauge
citizen experience
Public agency are blind to
data/insight that can improve
citizen experience.

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FOUR PRIORITY CHALLE NGES FOR PUBLIC SECTOR
TO BECOME CITIZEN-CE NTRIC SERVICES
not doing enough to build a workforce that is fully prepared to create a great customer
experience. agencies often focus only on the skills of employees who serve customers
directly, rather than recognizing that most of their workforce affects the customer
experience and also don’t have capability to turn data, if not collect into actionable insight..
D ATA
C O M M U N I C AT I O N & E N G A G E M E N T
G O V E R N A N C E
W O R K F O R C E M A N A G E M E N T
not making the best use of feedback and customer data to drive decisions
and investments due to that data not exist, incomplete, outdated, not shared
across agencies
lack a clear customer experience strategy and a senior leader responsible for the
customer experience. They use the same approach to improve customer service
which yield the same old result.
Poor communication and lack of engagement between agencies and their customers
can lead to service delivery that is out of touch with what the public needs. Some
neglect to conduct customer research or assess customer needs when designing,
delivering or improving services.
Source : Government for the People, Partnership for Public Sector, Accenture, 2016

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