The future of government and public sector customer service

By Thapelo Rapetswa, Government and Service Provider business Director at Westcon-Comstor Southern Africa


It is the government’s job to serve you, and the way in which governments serve the people continues to be disrupted by new technologies all the time. The future of government and public sector customer service has been narrowed down to five trends according to a blog on – here is our take on it.


Yes there is no doubt that governments will continue with digital first software rationalisation, due to many of them around the world having a cautious economic outlook for 2016. There will be a focus on digital customer engagement strategies which will further software consolidation to simplify and improve customer experiences.


Digital-first customer engagement strategies within government and public sector will start incorporating analytics in order to create actionable intelligence and to get governments closer to delivering on their goals. This actionable intelligence will assist governments in identifying problems that customers are having and why they are having them so that these can be more easily rectified.


In an effort to adopting a digital-first approach to services in government, many governments will need to make it easier for customers to find the information or service they need online. This is where powerful web search capability will be imperative as well as some web redesign to make it easier for users to navigate government and public sector web sites.


Mobile services exploded in 2015, in both government and commercial sectors and as such government websites will improve the experience on mobile this year – something I think is very relevant to South Africa. Mobile applications will also grow from solely being tools for reporting issues to actually driving customers to government websites.


2016 will also see more online identities being validated by government and public sector using third-party identity provider systems. This is because of the expanding problem of fraudulent claiming of government benefits online, which has created the need for the identities of claimants to be known at all times. Voice biometrics will also be used in government to identify fraudulent callers.


What these predictions largely show is that customer interaction with government is set to get easier with a digital-first approach that means that customers won’t have to hold on in telephone calls for hours or stand in mammoth queues at Home Affairs. Self-service will be encouraged in most areas too, so yes, the customer experience in government and public sector looks set to improve.


In other news:

Top 5 predictions for government and public sector customer service

How can government improve customer service using its own data



Customer Service Team