Benefits of Technology in Service Delivery

Technology-based services have become an integral part of our daily lives. In the past people used to move from one place to another or shop to shop in search of goods and services. Thanks to technology which has made it possible with a click of a button. Today it is possible to do everything online from advertising and marketing, ordering, Sales and even payment can be done online.

There used to be times when mobile phones and computers were considered to be for the rich in the society because they were expensive for the common man but today because of technology many people can afford the gadgets due to the availability of cheap varieties in the market.

Communication is made easy. In the hospital, it is possible to send the patient's lab results from the lab directly to the Doctor using the computer.

Bus bookings, Air tickets were available only at the respective booking offices or agents. Due to the emerging impact of technology these services can be done online. We no longer need to go to the banks to deposit or withdraw money, all the services are available online and through mobile banking. Customers can receive services faster than ever thus avoiding waste of time in long queues

Technology allows us to collect data from clients, analyzing data, and responding to their queries and concerns in good time. This ensures quality services are delivered which will translate to more uptake of the services.

When customers need help, they can search online and get the information needed. Google search will give all the available options.

Technology allows customers to take ownership and control of their service.

To the service providers e.g. Companies with the introduction of automated services operational costs have reduced and the money that was to be spent on paying salaries would be used in other areas to improve the services.

From online and social media marketing it becomes easy to target a specific group of people. Their issues can also be addressed on these platforms. When used correctly, technology can help improve the customer service experience.

Customer exit interviews can be done online to find out if they were satisfied with the services or what needs to be done to improve on the same. Feedback from the customers should be taken seriously.

CCTV cameras installation has helped a great deal in monitoring what's going on in different departments and for security reasons. A manager can see what the employees are doing while comfortably sitting in his office.

People are usually busy at the workplace or even with household chores. Learning over the internet has allowed people to learn anywhere, anytime at their own pace. Some courses are offered free of charge and many can have access to them.

The covid 19 pandemics that hit us last year made us appreciate technology in service delivery. Many people worked from home except for the essential services e.g. health workers, security, water, banks etc.