Other parts of this series:
Social Services agencies need to make an evolution, moving from the era of support to the era of enablement. Giving Digital natives and millenials always on digital services, anytime, anywhere.
Public services are going from what I would call the era of support where you typically get services in response or reaction to an event that happened in your life and you need to seek social services and I think the transition we are making is sort of from an era of support to an era of enablement and then ultimately empowerment of the individual but it is equally that people’s needs have also changed and become more complex.
So if you look over the years how family structures have changed and if you look at the growth in digital natives and the millennials etc., plus people are living longer so a combination or a confluence of those factors just means that again governments have to serve those very complex sectors in different way, so for the digital natives and the milennials it is really important to have always on digital self services that can be accessed anytime, anywhere.
For pensioners and for people living with sort of difficult conditions, you have to provide local community support so that people are accompanied, that is how needs have evolved and I think the way services are also evolving, they are looking at individuals from a life event approach because the way governments are normally set up, they are normally set up in silos each trying to serve their own set of legislations. You need to think of people’s life as spanning out into different life stages and then the services should be wrapped around and brought to the customer in those stages and across multiple agencies.
I don’t want to have the complexity of going and navigating this maze of government services and figuring out which agency delivers which services. I want them to be brought to me in a highly personalised fashion on a channel and in a way that is accessible to me.