John Wybrant, Key Account Director, CRM Solutions at Arvato UK & Ireland, has been featured in Local Government News discussing the implications of what is becoming known as ‘Govtech’ and sharing three recommendations for what councils need to consider in relation to it.
Back at the start of 2017, Arvato and the New Local Government Network (NLGN) think tank posed a somewhat tongue in cheek question to local government leaders – could a robot run a council? While the answer was a resounding ‘no’, the roundtable debate this prompted highlighted the extent of the progress and innovation already happening to improve services.
Almost 12 months on, and examples of implementing new technology are becoming more commonplace and 2018 is set to see further growth in ‘Govtech’.
He said: “The clear and well-documented benefits of introducing new technology aside, councils must continue to recognise the strategic importance of ensuring there is a human element in customer service. Successful citizen service strategies will use technology to empower workers, rather than replace them.”
“Local authorities will also increasingly need to attract the skills needed for employees to work in tandem with emerging technologies. That means focusing recruitment strategies this year on digital skills, as well as analysing and planning for how existing roles are likely to be changed by technology.”
“Finally, the local government outsourcing market is currently undergoing a significant change. This will continue in 2018 and we will see councils shift away from the large-scale multi-service partnerships of old towards more consultancy and technology-as-a-service based relationships.”
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