Client-centric Approach Research Articles

Reducing administration? Examining the alignment of robotic process automation and social assistance in Swedish Personal Social Services

ABSTRACT In line with the global trend towards digitalization, digital automation has become a politically endorsed strategy to enhance efficiency and transparency in public service delivery. One such example is the adoption of Robotic Process Automation (RPA) in the context of social assistance (SA) in Sweden. While SA is a municipally organized means-tested subsidy for the most financially vulnerable, RPA functions as highly structured software executing administrative tasks based on predetermined rules. Employing a sociomaterial perspective, this article analyses group interviews conducted in four Swedish municipalities, to explore if and how RPA adoption configures the dynamics of SA casework administration and practice. Findings suggest that RPA adoption does not inherently lead to expected all-encompassing enhancements of faster and fairer eligibility determinations as well as a more client-centric approach in SA casework. Instead, the instrumentalist approach of leveraging digital tools to achieve specific outcomes, combined with the task delineation required by RPA, appears incongruent with the nature of SA casework practice. As caseworkers attest to organizational adjustments and a more instrumental approach towards clients’ situations alongside RPA adoption, this study underscores the inadequacy of the rationalist notion of segmenting SA casework in order to achieve efficiency in casework that, by law, should be based on individual judgements by professional caseworkers.

Направления развития клиентоцентричности в системе организации и предоставления услуг на базе централизованной модели управления офисов «Мои документы»

The article is devoted to the study and analysis of the development of client-centricity in the system of organization and provision of services based on the centralized office management model "My Documents". The article examines the effectiveness and advantages of a client-centric approach to the provision of public services, in particular, through the “My Documents” centers. The author presents the results of the study based on the collected data and analysis of existing methods for managing My Documents offices, as well as on practical experience in implementing centralized models for the provision of public services. The article touches on the issues of optimizing service delivery processes, emphasizing the importance of meeting customer needs and improving the quality of service. The final part of the article discusses recommendations for developing client-centricity in the “My Documents” system, taking into account the latest technologies and management methods.

Customer-Centricity as a Vector of Trust Economy

At present, quite a lot of research has been conducted in the field of trust economy by both well-known economists and sociologists and political scientists. And everyone emphasizes the importance of this socio-economic phenomenon for improving people’s lives, forming a sustainable society and the economy of countries. The work is devoted to the study of the trust economy as an environment that promotes the growth of economic benefits and the role of the client-centric approach within the framework of the “State for People” concept. The methodological basis of the study were the theoretical provisions of institutional economics, applied research in the field of game theory (using the example of the “prisoner’s dilemma” game) and behavioral economics, as well as practical examples and business solutions. The study considers aspects of the trust economy from the point of view of the importance of forming social capital. Models of various aspects of the trust economy are presented as fragments of the system of socio-economic relations. The model of the internal dynamics of the client-centric approach shows that the implementation of the approach itself and its formal consolidation in corporate activities is important, but not sufficient for forming a trust environment. No less important is the restructuring of mental models of all participants in economic relations. The importance of the information environment and the corresponding feedback between all actors is shown. It is described that information is also an economic good that is subject to formation, exchange and accumulation. Based on the results of the study, it is concluded that in the center of economic relations for the formation of economic goods, and in particular, in the relationships “person — state”, “citizen — state” is the person himself as an individual with certain mental models. The definition of the economy of trust as a synthetic added value (environment) to the relationship of economic agents, a citizen and the state, business and the state is proposed. The role and importance of social capital as a system of relationships in the creation and exchange of economic goods is noted. Client-centricity is defined as an information vector that has a specific direction and certain objective and subjective limitations.

PASTORAL KONSELING SEBAGAI SARANA KOMUNIKASI EFEKTIF DALAM PELAYANAN JEMAAT

This journal discusses the role of pastoral counseling in facilitating effective communication in congregational ministry. Pastoral counseling is an important tool in helping individuals or groups overcome spiritual, emotional, and social problems. Effective communication in pastoral counseling is the main key in creating a trusting relationship between pastoral and congregation. Various communication techniques such as the client-centric approach, the use of the case study method, confidentiality, and the use of social media are important elements in the counseling process. Challenges faced in implementing pastoral counseling as effective communication include cultural differences, social stigma, counselor qualifications, theological views, ethics and confidentiality, as well as limited resources and time. To overcome these challenges, proposed solutions include training and professional development for counselors, efforts to reduce social stigma, balancing between theological and scientific approaches, a deep understanding of counseling ethics, effective time management, provision of adequate facilities and support, and collaboration with mental health services. A holistic and multifaceted approach to counseling is also emphasized, including the training of counselors, building strong relationships with congregants, use of appropriate communication techniques, utilization of technology, evaluation and feedback, and support from the organization. It is hoped that the implementation of these solutions will improve the quality of pastoral counseling services, provide greater benefits to congregants, and strengthen the relationship between pastoral care and congregants in supporting their spiritual growth and emotional well-being.

Bridging vision gaps: a comprehensive study of the RAAHI programme for improving truckers' eye health in India

Bridging vision gaps: a comprehensive study of the RAAHI programme for improving truckers' eye health in India

Основные проблемы и барьеры клиентоцентричной трансформации системы государственного управления

The article presents the results of a study conducted by the Center for Implementation of a Client-Centric Approach of GSPM of RANEPA, the purpose of which is to identify the main problems and barriers in the implementation of the federal project “State for People” at the federal and regional levels. The study involved more than 350 civil servants representing the regions of the Russian Federation and federal executive authorities and who were trained under RANEPA client-centricity programs in 2023.The article includes a detailed description of existing problems in the first year of mass implementation of the federal project, the opinions of research participants and proposals for possible solutions and measures to overcome problems. The most significant problems identified in the study include: lack of staffing, lack of core competencies, insufficient regulatory support for the project, inflexible project implementation system, inconsistency of various federal initiatives.

METHODOLOGICAL PRINCIPLES OF FORMING A DIGITAL BUSINESS ECOSYSTEM OF INFORMATION AND COMMUNICATION TECHNOLOGY ENTERPRISES

During the research it was determined that the digital business ecosystem is a whole complex of interconnected elements of the organization of functional and institutional relationships of economic entities, the formation of which consists in ensuring the effective strategic development of ICT enterprises by initiating certain additional economic entities: state structures (state authorities, state institutions), business structures, non-profit organizations, communities and social groups of the population. It was established that the effective implementation of the developed digital ecosystem of ICT enterprises is based on a client-centric approach not only to attract the target audience with various goods and services, but also to keep them within the functioning of the digital ecosystem in order to increase the duration of the consumer's stay in the ecosystem (customer-centric approach) by focusing attention on his diverse and urgent needs in order to achieve a high level of competitive advantages in the target market. In the research have been determined that in the conditions of growing demand in the ICT market, the online service is rapidly developing, digital information innovations are being implemented, including digital information products, digital channels and business models, as a result of which there is a digitalization of cooperation: the increasing use of digital information and communication innovations in the relationship with management financial resources. Due to the high digitization of the complex of products and services, the enterprises studied in the article, satisfy a significant part of the needs of their customers in their own ecosystem are characterized as effective financial indicators obtained as a result of reaching a significant client base. Thus, the most important goal of domestic ICT enterprises forming a digital ecosystem is the development of a client-centric approach not only to attract the target audience with various services, but also to increase the duration of the consumer's stay in the ecosystem by focusing attention on his needs and providing the potential consumer with favorable conditions for using a complex of digital products and services.

Enhancing Usability: A Grounded Theory Approach-based Scrum Framework for Mobile Application Design

As technology becomes increasingly integrated into our daily lives, the role of software engineering in promoting healthy lifestyles has become increasingly important. Software applications have permeated our routines and well-being. Scrum, unlike traditional methodologies, offers an agile, iterative, and client-centric approach to software engineering. It emphasizes frequent client involvement, adaptability to changing requirements, and early risk mitigation, fostering a dynamic and responsive development environment. This approach is particularly crucial in the realm of mobile application design. Meanwhile, Grounded Theory can enhance the understanding of the alignment between developers and users’ needs. This paper presents a comprehensive exploration of the development journey of a mobile application designed for promoting health, utilizing the Scrum framework and Grounded Theory. The iterative process, based on qualitative research, encompasses requirements gathering, database design, interface development, and usability testing. The author introduces concepts and styles to define and simplify sprints for improved clarity and comprehension. The usability testing for the proposed application-based Scrum framework was evaluated by two groups: an expert group familiar with the application's functionality and a participant group with no prior experience. The chi-square analysis revealed no significant differences between the two groups in their performance of the set of tasks, suggesting the application was evaluated similarly. Furthermore, the results of the post-test questionnaire, specifically the System Usability Scale (SUS) measure, indicate that over 83% of the participants scored the application above 82, placing it in the "A" grade range and reflecting an excellent level of user satisfaction. The analysis of the gathered data yields valuable insights with practical implications for organizations aiming to optimize the effectiveness of their Scrum teams. The findings demonstrate the usability of the proposed application design, providing a framework for developing health-focused mobile applications using the Scrum framework.

Клиентоцентричность в профессиональном развитии государственных гражданских служащих (опыт Краснодарского края)

The presented article describes the results of the survey, the purpose of which is to assess the level of satisfaction of civil servants with their own professional development and to identify factors that increase the involvement of employees in the process of professional development. The authors introduce a client-centric approach to the process of training civil servants, while developing and implementing additional professional programs, I focus on the educational needs and needs of listeners. The result of the study was the identification of several conditions that increase the client-centricity of the development and training process. Such conditions include the fixation of awareness of the need for development; an objective assessment of one's own professionalism: success, the presence of scarce competencies, potential; provision of resources and conditions; consideration of the wishes of employees during development and training activities; integration of training into professional activities.

Probation in the Russian Federation: subjects of resocialization

Based on a study of the current stage of penal policy, the goals of the probation institution, the legal normative provisions of the Federal Law “On Probation in the Russian Federation” are analyzed. A list of functions and forms of resocialization influence of subjects of probation influence on persons under probation control is given: provision of services, client-centric approach, support for society institutions. The authors determine the essence of the basic categories of the problem under study with an emphasis on today's socio-criminological assessments. The main conclusions of the study are the need to supplement the list of probation subjects; the importance of a multi-level system of normative legal regulation of the probation in resolving issues of resocialization; openness of functioning of the probation institution with the support of civil society. Based on an analysis of the essence of the probation and the content of correctional interventions, a conclusion is drawn about the specific nature of the resocialization process, its duration, stages, sequence, continuity, dynamism, and interconnectedness of the actions of subjects whose competence includes issues of guardianship and support for offenders. The importance of variability of measures used in the resocialization and social adaptation of a convict has been proven, possible ways to control his behavior, and subjects capable of providing services in the field of probation are proposed. The need to study foreign experience in the field of probation is substantiated to develop the most effective ways to achieve the goals of punishment, successful practices of resocialization, and social adaptation of convicts.

КЛИЕНТООРИЕНТИРОВАННЫЙ ПОДХОД ДЛЯ ФИЗИЧЕСКИХ ЛИЦ ПРИ ПЕРЕМЕЩЕНИИ ТОВАРОВ ЧЕРЕЗ ТАМОЖЕННУЮ ГРАНИЦУ

The quality of the work of the customs authority is assessed by individuals moving goods across the customs border, based on: the conditions in which they expect the realization of their subjective rights and the duties assigned to them, interpersonal interaction with the official and the time they spend waiting for the service. In 2022, a declaration of Customer-centricity and 3 standards were developed: "The State for Citizens", "The State for Business", "For the Internal Client". The introduction of a client-centric approach in public administration in order to improve the quality of services requires the development of information systems, quality improvement in interpersonal interactions and the simplification of the interaction technology itself. In this article, we will analyze the development of a client-oriented approach in the interaction of customs authorities and individuals moving goods for personal use.

Access to mental health services for the carers of persons suffering from dementia in Poland – proposal for a system solution

Caregivers of persons suffering from dementia constitute a group displaying a great need for mental health support, while at the same time being largely neglected in terms of receiving this support. In this context, the aim of this article is to propose the Stepped Care 2.0 (S.C. 2.0) model as a mental health care systemic solution for carers of persons with dementia.In this article, we focus on presenting the argumentation that proves the need and validity of introducing the proposed mental health care model for carers of persons with dementia. For this purpose, we draw on the results of our own pilot study, as well as a review of the subject literature.As the literature review indicates, caring for individuals with dementia is a source of multidimensional burden and deterioration in well-being. Results obtained in our own study indicate that there exists a burden of care among carers of persons with dementia in Poland and their well-being is significantly lower compared to non-carers. Moreover, the results suggest that the degree of negative consequences of being a caregiver varies depending of the degree of the patient’s disability. The flexibility of support and client-centric approach assumed in the S.C. 2.0 model can provide a good response to the diverse and changing needs of the carers of persons with dementia. It can also serve as a kind of hub encompassing and organising existing forms of support for carers. Moreover, the effectiveness of the selected types of support included in this model is confirmed by existing research findings.The need for mental health support for carers of individuals with dementia is undeniable. In the light of the arguments provided, the S.C. 2.0 model is a suitable solution for the systemic organisation of such support.

ВНЕДРЕНИЕ ПРИНЦИПОВ КЛИЕНТОЦЕНТРИЧНОСТИ В ФЕДЕРАЛЬНОМ ОРГАНЕ ИСПОЛНИТЕЛЬНОЙ ВЛАСТИ

Currently, a client-centered approach is the key in the activities of public administrations. The essence of the client-centric approach is to focus on the needs and interests of each citizen, as well as their satisfaction with the services and functions of state bodies. The article reveals the role and significance of the client-centric approach in the activities of the Federal Agency for Water Resources. Using the example of that department, the client-centric approach is presented as a cyclical structure in which it is possible to identify certain steps that the department needs to take in relation to each of its processes.

ИНСТРУМЕНТЫ КЛИЕНТОЦЕНТРИЧНОГО ПОДХОДА В ГОСУДАРСТВЕННОМ И МУНИЦИПАЛЬНОМ УПРАВЛЕНИИ

A client-centric approach in state and municipal management is becoming an increasingly clear priority every year. Authorities have realized that in order to effectively provide services to citizens and businesses, it is necessary to focus on their needs and expectations. This approach allows us to improve the quality of services provided, improve communication with citizens and ensure a more flexible and quick response to their requests and problems. The application of client-centricity in state and municipal management helps to strengthen trust between the authorities and the population, as well as improve the overall life and well-being of society. This paper examines the topic of “customer journey map” (CJM, Customer Journey map), as one of the most relevant and powerful tools used to improve the quality of government and municipal services provided.

Сustomer-Oriented Business Companies in Russia: Compliance with Reality

Purpose: The article deals with the issues connected with customer focused business in Russia, whether companies in Russia have real or declared customer focused business, and also the authors specify the importance of the social responsibility of business in building relationships with consumers. Design / Methodology / Approach: The article reveals the objectively popular trend in terms of customer-focused business, and also presents the data on the provision of non-financial reporting by companies that indicates their social responsibility. The authors carried out the analytical review of the views on customer-oriented business, social responsibility in improving the competitiveness of companies. The authors analyzed the research results of customer-oriented business in Moscow, Saint Petersburg and in a number of cities in the regions of Russia. The article analyzes the data on insufficient concern of Russians with the social responsibility of business when choosing goods and services. Findings: According to the research results making choice consumers in Russia, with appropriate social information policy, people will pay more attention to the factors such as the responsibility of companies, non-financial open reports and business commitment to sustainable development goals. In modern conditions, companies need to move from a formal client-centric approach to a real one, along with the social values that will strengthen their market positions. Practical implications: The authors suggest the regular monitoring of the empirical research results on the orientation of business to consumers. Spreading the sustainable development economy values in society is significant, it will increase the social responsibility of business and take this criterion into account in the development and the implementation of the client-oriented business program. Originality/value: The author's approach can become the theoretical basis for the transformation of business in the regions of Russia. It will contribute to implement client-centered practices that include the social responsibility of a company and strengthen its competitive positions.

The particular aspects of improvement of laboratory service of region

The analysis of various needs in medical laboratory services among physicians of the Samara oblast is targeted to further improvement of laboratory service at oblast level. It is established that effectiveness of laboratory service depends on the needs of customer of service sector which are both physicians and patients. Ignoring their needs results in an increasing both of number of unsatisfied customers and level of mistrust individual operators and laboratory service itself. On the contrary, client-centric approach facilitates dialog of all participants of process of providing laboratory services.

A community bank’s digital transformation: Process, people and branding — implementing a purposeful digital banking strategy that puts people first

When faced with expanding digital service offerings, community banks tend to fall into one of three categories: do nothing, do only what their core processor allows for or do what helps bolster the bank’s client experience. Unfortunately, the third option is used by the fewest banks. Client needs are what should drive technological upgrades. That requires clearly identifying client expectations and objectives, as well as utilising an agile, fast-fail workflow approach. From there, banks must ensure people within the organisation are positioned to embrace each new digital offering, allowing findings to funnel and inform the brand’s ideal customer journey. This paper analyses how community banks’ digital offerings can compete with those of both big banks and FinTechs. The paper describes how banks must define clear objectives based on meeting customer needs. It recommends using a client-centric approach with digital transformation.

Client-Centric Access Device Selection for Heterogeneous QoS Requirements in Beyond 5G IoT Networks

The expected manifolds increase in the traffic and the massive number of connected Internet of Things (IoT) devices would be a challenge to ensure a certain Quality of Service (QoS) in Beyond 5G (B5G) networks. Due to the increased availability of processing and energy resources and heterogeneous QoS requirements in modern IoT nodes, a client-centric access device selection approach for QoS provisioning in multiple Radio Access Technologies (RATs) scenario is proposed in this paper. The proposed algorithm provides the ability to specify node-specific QoS requirements at each node, a better access device selection, and improved network scalability. For experimental evaluation, a hybrid indoor network consisting of Wireless Fidelity (WiFi) and Light Fidelity (LiFi) RATs has been considered. Experimental results show that the proposed technique outperforms several conventional client-based access device selection approaches by up to 32.66% in network emulation experiments and up to 50% in hardware experimentation. The contribution of this paper includes the proposed algorithm, its complexity and game-theory based convergence analyses, evaluation of the proposed algorithm using network emulation and hardware-based setups, and LiFi channel analysis. The analyses and results imply that the proposed algorithm could be utilized in next-generation IoT networks as it performs better than conventionally used access device selection techniques for QoS provisioning.

Physical banking in a digital world: The digital revolution and the impact on consumers and banks

The Internet and new digital technologies have revolutionised modern society, with strong impacts in the banking world: • Customer behaviour changed dramatically: customers today are more informed. Online and mobile channels have become more important as sources of information and are at the heart of the consumer purchasing decision, no matter where the purchase is finally transacted (research online, purchase offline (ROPO) effect). • The new competition: the digital revolution has encouraged the emergence of new non-traditional actors and the market environment is changing rapidly. Competitors are coming from several directions and banks have to adapt their business model in this scenario. • IT infrastructures: over the years banking players have inherited infrastructure and expensive processes. For that reason, it will take some time to catch up in the digital environment. • Physical branches: technological innovation and digitalisation also have a strong impact on the physical channel. So, for an adaptation of the branch concept, the offers and services are needed. There are a lot of improvements to be made in the future: simple products, intelligent IT-infrastructures, cooperation with start-ups and GAFAs (Google, Apple, Facebook and Amazon), branch opening hours, integration of social networks in the customer journey, and so on. The banks with a real client-centric approach and with the capacity to adjust their technological and human skills will have huge business opportunities in the future.

Emerging trends in securities services and how Deutsche Bank is responding to them

Amidst unprecedented regulatory change, uncertain macro environments and digitisation, the seismic shift in the securities industry should create opportunities and efficiencies for individual organisations as well as the industry as a whole. The change is forcing clients to revaluate their needs and business models, which is leading to new conversations with services providers such as Deutsche Bank about partnerships that would best suit those new needs and business models. Therefore collaboration is the end game and while service providers are also adjusting to the new norm, the seismic shift has led our organisation to adopt a more client centric approach, by listening to what clients need and engaging in conversations about how we can help. With this approach clients have selected the solutions that best meet their needs and that help them to navigate the changes. Deutsche Bank is working with them on multi-market end-to-end solutions which accommodate their goals. We are responding to clients’ needs by leveraging multiple areas of the bank to provide seamless solutions. At the same time, as Global Transaction Banking grows from strength to strength, the division is responding to industry trends such as blockchain and digitisation and their potential to transform financial services.