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Helping You Deliver Tomorrow’s CX, Today

Meeting and Exceeding the Digital Expectations of Citizens

Daniel Gray
Account Director, Customer Experience, Strategic Accounts for Oracle

Public trust and faith in government across the globe needs a user-friendly boost.  Trust is underpinned by the different rules that cascade from a few things.

  • Aspirational, high-level legislation, which begets
  • Policy interpretations of the operational intent of said legislation, and then
  • Regulation and execution.

These rules for government decision-making may overlap, contradict themselves, or seem inaccurate and unfair. They’re also frequently complicated, not user-friendly, and sometimes require a lawyer’s degree to understand.

Therefore, it’s difficult for the average citizen to understand and stay on the right side of them. Also, too often, citizens need to pay for expensive assistance to take legitimate advantage of the rules and programs.

Many governments struggle with this complexity too. They rely on a very high level of bureaucratic competence, knowledge and experience. Their decisions need to be auditable to underpin the public trust. In return, they also require a high level of patience from its citizens. When it comes to online experiences, governments unfortunately too often serve citizens through IT-heavy, code-based systems that focus on IT efficiency instead of providing a wonderful customer experience that leaves them satisfied and happy.

The Struggle to Keep up with Changing Expectations

Against this backdrop, governments everywhere face an unprecedented challenge through disruption such as the ‘Experience Economy’. Citizens have been conditioned by their online consumer experiences to get positive, instant gratification. This is diametrically adverse to what governments have traditionally provided. 

The struggle to keep up with these skyrocketing expectations is compounded because most governments are not funded adequately to meet the challenge, much less get ahead of it. This is because;

  • Most government agencies lack the necessary competitive incentives that fuel innovation and funding in the private sector.

  • Agencies that have relative or absolute monopolies produce resistance to real, customer-focused change.

  • Governments struggle to keep pace with disruptive changes in industries such as banking, insurance, transport and travel.

Oracle Policy Automation Solution Overview

This all sounds pretty dire! But, there’s a way of meeting all these challenges simultaneously through the use of capabilities such as Oracle Policy Automation (OPA), a solution for capturing, managing, and deploying complex legislation and other document-based policies across channels and processes. With it, government agencies can:

  • Enable the ‘legislation, policy or regulation’ owner to capture the rules in natural language without needing specialist IT skills.

  • Test, refine and update rules to provide the outcomes intended.

  • Empower citizen engagement through a ‘guided digital interview’ process similar to a one-on-one, interview with a subject matter expert through a variety of UIs (web, mobile, chatbot, smart-speaker etc).

  • Provide a 100% accurate, auditable, complete and comprehensive decision report in natural language for every guided digital experience.

  • Enable government employees to become ‘instant experts’ through the use of the guided digital interview approach.

  • Safeguard against the loss of valuable knowledge when experienced employees leave.

  • Reduce the number of employees necessary to handle citizen inquiries while redeploying those employees to higher-value tasks that focus on better citizen experiences and outcomes.

  • Use the same rules that drive the guided digital interview to drive complex calculations for government benefits, payments and entitlements while reducing the potential for error and the time to distribute.

  • Inject the rules and associated logic into existing internal/external online systems, enabling government to leverage existing investments.

In Summary...

Oracle Policy Automation enables government to deliver instantaneous, individualized services and advice to employees and citizens that is 100% accurate. It explains the interaction in clear language the user can understand. When you consider the demands of the Experience Economy and cohorts such as millennials, OPA is the ideal capability to help government meet its unenviable challenge.

One final point: imagine if you migrated all legislation, policy and regulation to OPA — you could dramatically streamline the operation of government, dramatically reduce costs and dramatically increase public trust through the delivery of more accurate and understandable decisions.

This blog was originally published in a different form in Government Technology Review

 

 

 

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