Future digital services – what will they look like?

Craig ThomlerGov 2.0 Advocate

Managing DirectorDelib Australia

Digital Service Delivery27 November 2013

Source: Copyright Hanna Barbara – The Jetsons – 1960s (set in late 21st Century)

The future is closer & further away than we think…

Services will still be delivered…• On paper (mail)• Face-to-face• By phone• Online

The future is closer & further away than we think…

However the proportions will change• On paper (mail) – drop hugely • Face-to-face – drop/virtualise• By phone – drop/digitalise• Online – expand/virtualise

Converging trends

3D printing

Health monitors

Ageing population

Autonomous devices & vehicles

Cybernetics

Hyper Broadband

Mobile devices

Future service delivery will focus on three things

• Reduced resourcing• Greater convenience• Greater responsiveness and

flexibility

What will need to happen:

• Willingness to adapt business processes as well as business mediums

• Senior/middle management modern IT-savvy

• Greater cross-agency cooperation

• Changes to existing laws & how new laws are created

Source: http://www.itu.int/en/ITU-D/Statistics/Documents/facts/ICTFactsFigures2013.pdfThe Jetsons – 1960s

Present scenarios (achievable with current tech)

• Digitalisation of offline services• Mobile most• Escalating online chat agents• Basic remote monitoring• Remote management• Social media service delivery• Open data

Near-future scenarios (achievable in next 5yrs)

• Semi-autonomous delivery• Complex monitoring• Integrated virtual/physical

shopfronts• Print-on-demand medicine and

devices• Open services

Further-future scenarios (achievable in next 15yrs)

• Fully virtual shopfronts• Mobile everything• Autonomous freight• Integrated remote management• Distributed services• Full integration of social with

other service channels

Far-future scenarios (achievable beyond 15yrs)

• Universal monitoring• Autonomous transport• Mechanical telepathy• Cyber-upgrades• Citizen-centric governance

Thanks

Craig Thomlercraig@delib.net@CraigThomler

http://eGovAU.blogspot.com

www.delib.net/australia/@Delibaunz