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INTELLIGENT VERTICAL: GOVERNMENT
CAN SOUTH AFRICA
SHAPE ITS ECONOMY
WITH SERVICE?
Adnan Theba, CX Sales Consulting Lead, Oracle South
Africa, says that, as a small ripple can create a wave,
so can a company culture focused on service delivery
transform an economy.
T
he past few years have been
categorised by significant changes in
the technology landscape across the
globe. From emerging technologies to the
refinement of entrenched methodologies to
the exploration of new technology frontiers
– business, country, sector and vertical has
been impacted by the relentless tide of
change. However, organisations and the
public sector are asking new questions that
have been ignited by this change – how can
enterprise and government best serve the
people and consequently the economy and
inspire growth and development?
Traditionally, any discussion around a
service-oriented culture would have placed
the customer on the periphery and the
organisation at the core. That has changed.
www.intelligentcio.com
Today, the customer sits at the core while
the organisation loops around the periphery,
providing service at multiple touchpoints
along the journey. Service models are
changing, attitudes are adjusting and the
results can potentially transform business
and economy.
The Home Affairs department in South
Africa is an excellent example of how
government has put this concept into
practice. Instead of long queues in dusty
buildings to renew passports, citizens can
access these services through banks, often
dealing with shorter queues and quicker
service. This commitment to customer
service has the potential to transform all
public sector services and potentially the
economy. This has already been proven in
“
THIS
COMMITMENT
TO CUSTOMER
SERVICE HAS
THE POTENTIAL
TO TRANSFORM
ALL PUBLIC
SECTOR
SERVICES AND
POTENTIALLY
THE ECONOMY.
INTELLIGENTCIO
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