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What problems and issues do you observe in any business/business process?
The gradual transition to a new type of economy based on knowledge is inseparable from technological development. This makes modern public and private sectors face a challenge of re-assessment of their structure, inner processes, and outer policies (Naff, Riccucci, & Freyss, 2013). The ultimate problem that has to be solved by any government-run or private business in the changing environment is to find a way to address the increasing demands of the population expecting accessible services of better quality provided through the use of technologies with simpler implementation requirements (Gong & Janssen, 2012).
The problem of the target audience’s satisfaction is connected with the issues of strategic planning, allocating resources, service simplification, and risk management. Globalization necessitates the constant movement of the information flow among the government, businesses, and individuals. Technological support must be provided to ensure feedback from the population, which is essential for a successful transition to a new type of people-oriented service provision process (Haque & Pathrannarakul, 2013).
What particular problem and issue do you want to pursue as your capstone?
To transform and simplify the process of service delivery, it is crucial to understand what preferences the population has. The main problem of many governments is that, no matter how good their intention may be, they still do not take into account the needs of particular individuals regarding them as an abstract audience. First and foremost, it means identifying what services people find most complicated to use and which of them are not satisfactory (Ae Chun, Luna-Reyes, & Sandoval-Almazán, 2012). Thus, the issue I want to pursue in my capstone is the ways to facilitate public participation in decision-making and the results that can be achieved in government services improvement through the evaluation of actionable insights.
What business value do you want to achieve through solving such problems and issues?
If the customer-oriented approach is implemented and the factors predetermining satisfaction of the population are accurately identified and assessed, it will be possible to ensure the successful transition to the automated service delivery system (Fishenden & Thompson, 2013). From the point of view of the potential business value, it will help considerably reduce costs as a lot of errors of judgment will be eliminated at the initial stage because of the continuous feedback. Besides, it will also help discover promising ideas for innovations that people would like to see in the future.
What is the impact on society/business/government?
The main impact any governmental program strives to achieve is to improve the quality of life of the citizens. The accurate tracking of the public opinion and successful application of the most promising ideas would mean not only introducing a better and simpler service system and structure but also a new level of interaction between the government and the population, which presupposes a higher level of mutual trust (Dunleavy & Carrera, 2013). For businesses, it would mean the ability to use abundant data basis for further service development.
Why is this problem so critical to be studied?
In the modern customer-oriented world citizens expect to receive more accessible, comprehensive, and less expensive services. The rising expectations and scarce resources make this problem crucial for any government. Besides, the solution to the problem of public satisfaction with the new automated services directly influences the efficiency of the resources distribution, which, in its turn, largely predetermines the overall state of the national economy (Dunleavy & Carrera, 2013).
References
Ae Chun, S., Luna-Reyes, L. F., & Sandoval-Almazán, R. (2012). Collaborative e-government. Transforming Government: People, Process and Policy, 6(1), 5-12.
Dunleavy, P., & Carrera, L. (2013). Growing the productivity of government services. Cheltenham, UK: Edward Elgar Publishing.
Fishenden, J., & Thompson, M. (2013). Digital government, open architecture, and innovation: why public sector IT will never be the same again. Journal of Public Administration Research and Theory, 23(4), 977-1004.
Gong, Y., & Janssen, M. (2012). From policy implementation to business process management: Principles for creating flexibility and agility. Government Information Quarterly, 29, S61-S71.
Haque, S., & Pathrannarakul, P. (2013). E-Government towards good governance: A global appraisal. Journal of E-Governance, 36(1), 25-34.
Naff, K. C., Riccucci, N. M., & Freyss, S. F. (2013). Personnel management in government: Politics and process. Boca Raton, FL: CRC Press.
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