Three Indicators for Successful Public Sector Service Delivery

Judging the health of a public sector online service delivery program has traditionally been hard. It is even harder when it is in its infancy or has never been attempted before. The following are three indicators I would look for to evaluate if the program is on the path to success.

The last month or so has been very educational for me; sometimes painfully so. At the RSA conference and earlier, I had the opportunity to have in-depth conversations with folks from outside the usual echo chamber including some from very different global jurisdictions.

What I found fascinating were the three points that came up consistently as indicators to program success:

1. A focus on listening and delivering over talking and messaging
2. First and highest priority is solving the transaction pain of the individual, with the following critical caveat; Pain points are identified based on what individuals do, and not what they say
3. Understands the critical role of transaction volume, and have made the resource investments needed to bring it, measure it, meter it, and monetize it for everyone in the transaction flow

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