Sept - Oct - 201919GOVERNMENT CIO OUTLOOKs more people transact on the Internet, we have become accustomed to the speed and convenience that digitalization has brought. When it comes to digital services, governments are struggling to keep pace with our expectations. According to a 2018 Gartner Digital Consumer Experience Index, 84 percent of respondents are reported being dissatisfied with their digital services experience. The worst overall performer across all industries is government services, ranking last in its benefits and ease of use. Governments need to find new ways to deliver service that is befitting of the future digital economy, with the immediacy and convenience users have come to expect. The solution to this could be Services 4.0. Similar to how Industry 4.0 refers to the fourth industrial revolution where the manufacturing industry leverages on nascent technologies like artificial intelligence (AI) and big data, Services 4.0 is the future of services that delivers the collective benefit of a "tech-enhanced" human workforce. In Services 4.0, human workers and the latest in technology complement (and not replace) each other to deliver services that are end-to-end, frictionless, anticipatory, and empathic to users ­ exactly what is demanded of today's service providers. CXOINSIGHTSUSING SERVICES 4.0 TO INCREASE ADOPTION OF DIGITAL GOVERNMENT SERVICESNicholas Wee, Chief Architect & Senior Vice President, CrimsonLogicByA
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