Axa Assurance Maroc - Insurer Innovation Award 2024
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The Future of Digital Service Delivery
1. Future digital services â
what will they look like?
Digital Service Delivery
27 November 2013
Craig Thomler
Gov 2.0 Advocate
Managing Director
Delib Australia
3. The future is closer & further away than we thinkâŚ
Services will still be deliveredâŚ
⢠On paper (mail)
⢠Face-to-face
⢠By phone
⢠Online
4. The future is closer & further away than we thinkâŚ
However the proportions will
change
⢠On paper (mail) â drop hugely
⢠Face-to-face â drop/virtualise
⢠By phone â drop/digitalise
⢠Online â expand/virtualise
6. Future service delivery will focus on three things
⢠Reduced resourcing
⢠Greater convenience
⢠Greater responsiveness and
flexibility
7. What will need to happen:
⢠Willingness to adapt
business processes as well
as business mediums
⢠Senior/middle management
modern IT-savvy
⢠Greater cross-agency
cooperation
⢠Changes to existing laws &
how new laws are created
9. Present scenarios (achievable with current tech)
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Digitalisation of offline services
Mobile most
Escalating online chat agents
Basic remote monitoring
Remote management
Social media service delivery
Open data
10. Near-future scenarios (achievable in next 5yrs)
⢠Semi-autonomous delivery
⢠Complex monitoring
⢠Integrated virtual/physical
shopfronts
⢠Print-on-demand medicine and
devices
⢠Open services
11. Further-future scenarios (achievable in next 15yrs)
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Fully virtual shopfronts
Mobile everything
Autonomous freight
Integrated remote management
Distributed services
Full integration of social with
other service channels