Multichannel (hopefully) in public service

We live in a time of unknown uncertainty. Uncertainties about the future of our businesses, the education of our children, and the economic prospects of our families. The coronavirus pandemic is only partly the cause of this uncertainty. A significant – and perhaps the most significant – part of this uncertainty is the chaos caused by politicians and officials, who, on the contrary, should be our support… 

At the same time, chaos is something we try to avoid in the commercial sphere at all costs. Fearing chaos, national and global standards have emerged that are the mantra of the world’s most successful managers. They force them to check the reliability of their suppliers, the efficiency of their own processes and the quality of the products and services offered. Without them, we would not be able to produce millions of cars on the basis of specific orders from end customers, guarantee the quality of food or even manage the return management from e-shops. To our dismay, however, the public sector works quite differently; the goal is to complete the task, not solve the problem. It is not necessary to prevent problems, it is important to face them only when they fully explode. However, this is usually the most expensive of all possible alternatives. 

The question is whether it is at all possible to at least partially transpose the experience gained in the commercial sphere into the state administration. Probably not. And that is a shame. It would be a natural evolution that would prevent the need for a revolution. Although, according to the latest available information, it is very likely that part of the responsibility for vaccinating the necessary percentage of the society will be taken over by commercial companies, which are ready to vaccinate more than 10 % of the population – their employees. District physicians will be responsible for their part, perhaps even mayors who are close to the people in their regions will provide their share. This is not the merit of the state, it is simply a necessity. But: isn’t it something we in the commercial sphere call OMNICHANNEL?

Source: Reliant Group