Civil service are facing increasing pressure to deliver broad, complex services efficiently, effectively and equitably.
Citizen needs, expectations and preferences are formed by their experience in the private sector and therefore increasingly demanding the same level when interacting with the civil service organisation.
Citizen also demand anytime, anyplace accessibility and by whatever means of communication they prefer.
Reforms in the public sector aimed at improving service delivery have received considerable focus over the last decade. Driving this focus is an increased demand for civil service to find ways of improving the efficiency and effectiveness of its service delivery.
The solution lies in developing citizen-centric models that draw inspiration from the relative success with which the private sector has addressed the situation.
This prompting civil service to adopt citizen-centric service delivery model such as One Stop Centre service delivery which can significantly improve the customer experience. This model deliver outcomes based on citizens’ needs, expectations and preferences.
Delivering tailored, citizen focused services requires transformation at all levels of the organisation within individual agencies and across civil service.
One Stop Centre seamlessly integrated, there should be no ‘wrong door’ policy for the customer, enable citizens and customers a single access point to information and service transactions.
Through One Stop Centre, citizens and customers will receive the acquired services in shortest possible time while still be ensured outcomes are delivered right the first time.
