Gadi Ben-Yehuda writes on the issue of Government service co-deliveryover at Huffington Post.
While the McDonaldization of Government service delivery may be distasteful to some (although a Big Mac sounds good right now), it is a vital ingredient to realizing the future of Government as a Platform (GaaP) and needs to be a part of the investment matrix that governments consider as they push GaaP thinking forward. A market driven approach is certainly important to drive the mission moving forward, but self-service needs to continue to be a focus in areas where governments feel that service delivery itself cannot be avoided.
I have posted before about the need to commoditize such services to ensure absolute efficiency when we decide the vending machine model is a necessity, but I did not touch on Co-dlivery and should have. As our overall effort in Government 2.0 as a movement is to help bring the governed closer to the government, nothing creates affinity better than direct involvement in the service delivery process.
So, the matrix now has five major components:
1) When potential services touch a large number of citizens and is demanded by them, the offering should be delivered directly, but commoditized and delivered as efficiently as possible (lowering investment needs long term).
2) Whenever possible in areas covered by #1, we should endeavor to embrace co-delivery as another option to reduce the cost and increase the affinity between served and service provider.
3) When the potential services touch a large number of citizens but can be enabled by citizen activists, private sector partners, developers-at large, the Government should invest directly in building a platform (including open government data initiatives). This will lead to an initial capital outlay but will ultimately create a more sustainable delivery model.
4) When the services touch very few people and do not have a high degree of electoral or political demand, and there is no compelling reason to provide the service directly, overnments should considering dis-investing in the provision of the service.
5) When the services might touch more people long term, but currently have a lower citizen demand, Governments should partner with the private sector to have them build the platforms and put private capital at risk rather than precious public expenditures. This investment should be targeted toward building platforms and not individual services such that the result is a more sustainable model of service delivery.
The addition of co-delivery to this model makes it better. I am working to publish an easy to consume model that will allow Governments to quickly analyze their service delivery model and to present investments in light of government as a platform thinking.