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Citizens expect digital or else

February 19, 2016



There seems to be some implied thinking by some decision-makers that the need for digitisation of citizen services might dissipate.  I have not seen any evidence for this.  In contrast, at least in the absence of a life changing event (loss of national connectivity), citizens will continue to become more connected and more reliant on digital technologies. 


Even if this trend plateaus the reality of a digitised world will still remain.  This means that if Government doesn’t provide digital services that meet customer expectations, the market will; and Government and citizens alike will become reliant on private intermediaries.  This is not pointed out as a good or bad thing, although an unbalanced ratio between Government and private probably is, but as a likely reality.  It is a reminder that customer expectations don’t disappear when only one part of their world (Government) is not living up to them. 


Once electricity is provided people then rely on it always being available.  Is there any reason to believe digitally underpinned services will be any different?

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