IEG4 Insights

Technology should not operate in a vacuum. The best, most modern, customer-focused tech companies should want to integrate to as many different IT systems as possible - preferably without the potential 'drawn out' involvement of legacy back-office system providers - because what matters most is user experience. Doing what's right for the customer is more important than protecting the fiefdoms of software and IT suppliers.

When it comes to the next generation of digital solutions for local government, providing predictive, proactive and personalised information will be key. You could call this the ‘three Ps’ for short or put simply, Digital 3.0. The outcome? A better customer experience and a reduced workload on the Council. But what do we mean by predictive, proactive and personalised?

After installing the iOS 12 beta this summer, I saw a notification alerting me that I should call into a conference call in 12 minutes. Whilst this in itself was not unusual, the fact that the call wasn’t in my calendar was. Puzzled, I skimmed through my emails and could see that there was one where I had been asked to join a call but I hadn’t been sent a meeting invite. Using AI to scan my emails, my phone then predicted that I might want to join this call. There was more to come. When I clicked the aforementioned notification, it dialled the number and inputted the obligatory eight-digit pin and # symbol too. My mind was blown.