In this Digital Age, we expect the highest levels of service from public service and utilities providers, while being mindful of cost. From consumers of services, who often had no choice in the selection of providers and little transparency, we have evolved into “customers.”
We demand more. It’s no longer just about uninterrupted power supply or public services. We expect information and details to make informed decisions, and 24×7 convenience in conducting all transactions.
In both advanced and developing economies, customers have multi-channel access to social reviews and citizen groups. While operating costs need to be controlled, prices may not be a limiting factor, as the middle class and the Millennials burgeon globally.
The New Customer is simply not tolerating process inefficiencies. The business of providing utility and public services needs to move rapidly beyond legacy mindsets and infrastructures to focus on “cradle-to-grave” customer engagement. To deliver improved “business outcomes,” we must support “customer-minded” technology, innovations, analytics, and end-to-end process optimization.