Q. The pandemic has accelerated the adoption of digital services in many areas of our lives. What are the three biggest changes in the use of digital channels in the public sector?
A We have seen a tremendous transformation and response from our governments. They showed up when we needed them most.
One of the more impressive findings was the speed with which governments responded. Second was their agility. The third was government and citizen engagement on a large scale. We’re not talking about a few thousand people applying for something like a grant, but millions of people, even hundreds of millions, applying for financial aid or planning COVID-19 vaccinations.
The real question now is how we can take this agile, citizen-centric approach and apply it to everyday government services.
Q. As we emerge from the pandemic, do you see citizens’ expectations of public services significantly differently? Was the pandemic a significant enough catalyst for change, or will we see a return to old ways now that the emergency has subsided?
A Citizens today want easily accessible, transparent and fast government services. The private sector has raised expectations. Turn the clock back a few decades and we as a people accepted government services and processes that were complex and inconvenient. When some of these services and systems were built, it was about the process, not the citizen.
At Salesforce, we firmly believe in putting the customer at the center of everything. Don’t design around the process, design around the person and their needs. Technology today makes this much easier.
We will not return. We learned that it’s okay to drive fast. The world is changing; Governments must respond. It is no longer acceptable to take years to launch new services or customizations.
F. How do you envision both the nature and delivery of public sector Services will change in the next few years?
A Not long ago, no one could have imagined that we would use chatbots to access government services ourselves or communicate with a ministry via SMS. Digital platforms have transformed the way governments can connect with their citizens, and it’s only going to accelerate.
We will continue to add interaction channels. Services that are currently departmental and siled and experiences will begin to be interconnected across departments. As a client, I don’t want to have to tell my story in the same offices.
Digital transformation is an opportunity to reshape the service, process, engagement and experience of government workers in light of the power of a connected digital platform.
It’s also about what we can skip. For example, do we really need our clients or customers to sign? Salesforce customer 360, our service platform, makes this easy for customers. It brings together integration, case management, collaboration and messaging.
Q. The pandemic has shown that citizens are willing to provide personal information when there are benefits, such as contact tracing. Do you see this trend continuing after the pandemic?
A At Salesforce, trust is our most important value. Trust comes from tangible demonstrations of integrity, reliability, consistency, support and transparency in how government agencies secure and use data. In our experience, people are willing to share more data with the government if they continue to see tangible benefit.
That City of Tilburg in the Netherlands is a fantastic example. Municipality is transforming citizen services on Salesforce by giving residents a single and consistent point of access to all municipal services.
Q. What are you personally most proud of in terms of Salesforce’s response to and support from the public sector during the pandemic?
A Salesforce was keenly aware of the critical role technology played, and we wanted to make sure we were doing our part.
In the first phase, we really focused on taking action, making stakeholder capitalism work, and helping our customers and communities. We have supported frontline workers and 300 hospitals around the world by delivering 50 million PPE (Personal Protective Equipment).
We quickly recognized the real need for vaccine management technology. We rotated and built our technology development Vaccine Cloud to help governments and other organizations manage immunization programs. We’ve partnered with Gavi – the Vaccine Alliance – to achieve equitable distribution of vaccines in 190 countries. Millions of vaccines have been delivered through the platform.
Q Salesforce has long been a proponent of “Stakeholder Capitalism”. Can you give us some ways of working together between the public and private sectors?
A Working together has never been more important. Government needs the collaboration, insight and innovation of industry. World events continue to demonstrate the importance of this ongoing collaboration, and it can be done in many different ways.
take education. It’s no secret that as a society, as governments, and as businesses, we need more digitally enabled workers.
Salesforce starting point The training platform offers a free opportunity to learn about technology and Salesforce and help bridge this digital skills gap. It was transformative. Today, people work for me who came to my company from very different professional backgrounds and have used this platform.
F. Salesforce prides itself on being a values-driven organization. How do these values feed into your work with public sector organizations?
A At Salesforce, trust is our most important value. It is the DNA of who we are and what we do: every service, every decision, every investment.
The second is innovation. We are very focused on ensuring that innovative capabilities and technologies are available to our customers.
The third is customer success. As a company, we would not be where we are today without the success and support of our customers.
Equality is our fourth value. It really encourages all of us as employees to invest in our community around us and to have a vision of what is possible in the world.
And then sustainability. We introduced ours Net Zero Cloud to help organizations measure, manage and report on their carbon footprint in a transparent manner. But it goes way beyond that, to our volunteer time, our philanthropy, and our sustainability goals.
We are a value-oriented company. It’s inherent in our culture and who we hire how we interact with each other and with our partners in the world around us.
https://www.politico.eu/sponsored-content/reimagining-the-future-of-public-services/?utm_source=RSS_Feed&utm_medium=RSS&utm_campaign=RSS_Syndication Rethinking the future of public services – POLITICO