about the value systems.
Yes- strategic operations management also deals with the human values that are soft in nature but impact the process of transforming inputs to final competitive products and services, that add value to consumers. The human capital selection, motivation, leadership and value systems shape the culture for service delivery. The government is the largest employer and investor in skills development. Training in national values will go along way in shaping the attitude and culture of the work force in service delivery.
The Kenya School of Government has set up comprehensive training and staff development programs for government staff. The frameworks for continuous improvement, performance management and service delivery re-engineering the public service are in place. They have designed frameworks for quality delivery and control in the public service delivery, complete with approaches for responsiveness to the citizens in service delivery.
With great foundational training for delivery of public service, the key constrains largely remain facilities, technology, internet connectivity and enabling tools for service delivery to the public. The culture and attitude transformation remains an ongoing and huge differentiator in driving customer experience in public service. Even with the limited resources, this is one of the key areas that the government can make a difference in the lives of citizens in streamlining public service delivery.
Technology platforms like e-Citizen have continued to provide interfaces for the citizens to access and receive government services conveniently. Fees paid to access the services may create discrimination to the
91 MAL71 / 26 ISSUE services conveniently. Fees paid to access the services may create discrimination to the public. Supporting and enabling technology gadgets continue to be a challenge. Howev er, with digital developments and increasing affordability of gadgets and internet access points( e. g, free public Wi-Fi), this can be transformational.
This is the real driver of strategic execution of operations management from the government. It is intertwined with enabling infrastructure like roads, electricity and connectivity to service centres where the public may not have the comfort of access from their homes. Technology access will continue to create flexibility to suit diverse needs of consumers of public services.
Can the government get to appoint of personalising customer needs and experience?
Sure, this can be achieved where the access to online government services can be structured to the specific touchpoints of the users. The underlying benefit also is data harnessing, that can provide feedback on the experience and opportunities for quality improvement. This should however be executed within the provisions of data protection laws.
Governments exist to serve the citizenry. This can be executed through application of the frameworks of advanced operations management. Specifically, connecting with the citizenry to answer the question whether there is satisfaction received from value addition to their lives, preservation of the same and continuous improvement in their experience. Any time there is exclusion from consumption of public goods and services, the value creation to the consumer should be high and there must be creation of choices and alternatives. Exploitation of natural resources should be guarded to ensure sustainability and avert depletion of natural resources and degrada tion of the environment. This is where circular economies and green initiatives come into play. And who is better placed to lead in this perspective, than the government. And this is part of the grand vision and strategy for the country’ s economy- to achieve sustainability and to protect communities.
Just like in private sector( manufacturing and service industries), in public sector, strategic operations management can be viewed as the driver for converting blueprints into short term and tactical execution of targets to deliver great citizen experience in consuming public goods and services. This does not lose the sight for efficiency, effectiveness, speed, flexibility, cost considerations and value for money to the citizenry. Frameworks for accountability can assure the consumer experience remains great- otherwise, there comes a time, when this becomes a reason to exercise the choice, by the vote.
CPA Michael Maithya Nzule is a specialist in Finance & Strategy, with extensive experience in the Logistics Industry, FMCG industry and Corporate Strategy advisory services in Eastern Africa. Michael holds an MBA in Accounting and a Bachelor of Commerce( Accounting Option Hons) from the University of Nairobi. He is a PhD student in Advanced Operations Management at the University of Nairobi. You can commune with him via mail at: Mikemaithyanz @ gmail. com.