Connected citizens pose a new challenge for Public Sector at large, following is what I believe are the most important three trends which will impact public sector in coming few years. I analyzed it from the perspective of product, promotion and people’s perspective. Hope you will find it useful.
|Age of information||What does it mean for Public sector||What has happened so far||How will public sector try to handle it|
|Always on the record||Information age because of its embedded viral attribute and citizen generated content has gotten rid of the carpet, under which politicians and public sector used to hide.||Iran Killing of Dr. Neda khan. There are 1.3 million Google entries on this, Wikipedia has a dedicated page.China Sichuan earthquake, citizens using twitter and internet brought builders who build schools below government standards and officials who allowed it on their knees||Short Term – Internet Censorship: Try to control what they can’t.Mid Term – Social Media Management Strategy: Social media management strategy will be part and parcel of modern Government’s PR strategy. It will handle risks and negativities in a more subtle manner.Long Term – Believable Transparency: Government’s will ensure a visible mechanism is in place to transparent to public. This involves Governments (politicians, public sector servants, etc). Something on the lines of Obama’s action on Fisa bill|
|At the speed of the click/ push-button services||Internet and the upcoming mobile revolution will enforce the public sector to transfer their services quickly on internet & soon after that on mobile phones||Developed Countries – One stop online Government shops is nothing new. There are more than 8.1 million entries on Google for this, with developed countries at the forefront. Example USA-get it done online, UK-Direct government||Short Term – Fee based services: Services that have an incentive for governments in cost cutting will go online before other services. Developed countries will take lead on this.Mid Term – All services going online: Public sector will ultimately move their services online, all overLong Term – Mobile: Right after manageable e-flows, e-services and e-presences we will witness mobile Government. Public services enabled handsets, Public engagement through handsets, basically mobile-government. And Asian governments will take lead in countries like Singapore, China. Etc. (primarily because of the mobile penetration)|
|Proactive public sector employees||Unlike past, organizations are making their employees more visible to communicate stability and depth of the structure.||Nothing to-date (as per my knowledge), I don’t see active public sector employees using social media tools to communicate their entities’ POV to the world. But what I do see is accessible top management. Leaders are using social media tools to communicate their POV, which is a good start||Short term – Leadership taking the lead: The first leap will be taken by the leadership themselves to communicate their POVs to the growing connected audience.Mid Term – Involving employees: through official IDs on multiple social media channels catering to different segments of target audiences separatelyLong Term – Not sure /can’t predict. It may stop altogether or it may increase magnanimously. But it is difficult to predict|