El 55% de los directivos de las administraciones públicas prevé que no se van a producir cambios tecnológicos, o al menos de carácter significativo, en los próximos tres años. En el resto de sectores alcanza el 29%, son datos que cita el estudio El reto de la rapidez de The Economist Intelligence Unit, patrocinado por Ricoh.
Sin embargo, dos tercios de los directivos de las administraciones públicas reconocen que sus organizaciones necesitan cambiar con mayor rapidez en los próximos tres años para adaptarse a las cambiantes condiciones del sector, pero solo el 27% afirma sentirse bajo una fuerte presión para adaptarse a los cambios rápidos necesarios.
También se observa que una clara mayoría de los directivos del sector público (71%) ya ha experimentado cambios tecnológicos en su forma de trabajar en los últimos tres años. Además, tienen la intención de mejorar aún más su agilidad organizativa y consideran la contratación de personal (45%) y la mejora de los procesos de negocio principales (44%) como las dos áreas principales en las que esperan ver más cambios en los próximos tres años.
Los responsables del sector público identifican varias áreas críticas en las que centrarse si quieren mejorar la satisfacción del ciudadano. Las cuatro áreas más cruciales para sus organizaciones en el futuro son, en este orden: la contratación de personal, la captación y fidelización de clientes (ciudadanos), la mejora de los procesos de negocio principales, y el acceso a información crítica del negocio. Esta amplia variedad de prioridades indica que hay mucho por hacer, pero muchas administraciones públicas ya se están beneficiando significativamente de su transformación digital.
Por otro lado, en España tres de cada cuatro procedimientos administrativos se inician por vía electrónica. Esto ha permitido reducir la burocracia y ahorrar a las compañías 19.000 millones de euros solo en los últimos cinco años. La administración pública de Estonia cuenta con alrededor de 100 sistemas de información interconectados que permiten el intercambio de información de datos de forma automática, que está regulado por ley. Esta interoperabilidad ha permitido ofrecer alrededor de 2.500 servicios de forma electrónica a sus ciudadanos. Asimismo, en Dinamarca, están trabajando para lograr que el uso de los canales digitales sea obligatorio por ley, con el objetivo de que en 2015 al menos el 80% de las comunicaciones escritas entre los ciudadanos o empresas y las autoridades públicas se realicen por vía electrónica.
Sin embargo, muchos de los líderes del sector público europeo encuestados muestran su preocupación ante la posibilidad de que los cambios rápidos expongan a un mayor riesgo sus comunicaciones con los ciudadanos. En este sentido, consideran la función de las TI (45%) y el marketing (45%) como factores de igual importancia a tener en cuenta en la adopción del cambio. Sin embargo, a medida que la administración electrónica se va convirtiendo en la norma, abrir vías de comunicación online es más importante que nunca, y debe gestionarse junto a las necesidades de los ciudadanos que aún no se han adaptado al entorno digital.
Fuente: www.ciospain.es
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