Local government needs to adopt a process optimisation business model if it is to make any headway in meeting service delivery expectations in the face of infrastructure and resource challenges, says Wayne Brider, manager of technology enablement at EOH Technology Consulting.
According to Brider, a business process optimisation (BPO) approach is the best solution because it focuses on the efficiency of service delivery. It would also ensure the consistent application of business rules and help automate routine administrative tasks.
"Although it could be argued that local government needs a customer-centric approach, it would not make sense as their business model is not about repeat business," he explains.
Instead, Brider says the focus has to be on the provision of highly efficient business processes, which means the implementation of solutions such as process automation and self-service.
"By using systems for credit checks or fraud detection, customers will be vetted and validated long before the application is sent to an administration clerk. It will also ensure the application form is completed correctly," says Brider.
However, he cautions against the adoption of automation without scrutinising processes to ensure they are applicable and do not require redesign or improvement before automation.
Finally, Brider says the use of customer self-service for municipal services is a trend taking off in European cities. Such services enable citizens to update, maintain or access information using online services.
By removing the need for human intervention for purely administrative tasks through automation and self-service, Brider says local government could reallocate staff to providing more value-added services.
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