Presentation given at the Digital Service Delivery in Government conference from Intrepid Minds on Wednesday 27 November

1. Future digital services –
what will they look like?
Digital Service Delivery
27 November 2013
Craig Thomler
Gov 2.0 Advocate
Managing Director
Delib Australia

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

3. The future is closer & further away than we think…
Services will still be delivered…
• On paper (mail)
• Face-to-face
• By phone
• Online

4. 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

5. Converging trends
Cybernetics
Autonomous
devices &
vehicles
Ageing
population
Health
monitors
Hyper
Broadband
3D printing
Mobile
devices

6. Future service delivery will focus on three things
• Reduced resourcing
• Greater convenience
• Greater responsiveness and
flexibility

7. 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

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

9. 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

10. Near-future scenarios (achievable in next 5yrs)
• Semi-autonomous delivery
• Complex monitoring
• Integrated virtual/physical
shopfronts
• Print-on-demand medicine and
devices
• Open services

11. 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

12. Far-future scenarios (achievable beyond 15yrs)
•
•
•
•
•
Universal monitoring
Autonomous transport
Mechanical telepathy
Cyber-upgrades
Citizen-centric governance

14. Thanks
Craig Thomler
craig@delib.net
@CraigThomler
http://eGovAU.blogspot.com
www.delib.net/australia/
@Delibaunz