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https://theconversation.com/the-downside-of-digital-transformation-why-organisations-must-allow-for-those-who-cant-or-wont-move-online-186905>
"We hear the phrase “digital transformation” a lot these days. It’s often used
to describe the process of replacing functions and services that were once done
face-to-face by human beings with online interactions that are faster, more
convenient and “empower” the user.
But does digital transformation really deliver on those promises? Or does the
seemingly relentless digitalisation of life actually reinforce existing social
divides and inequities?
Take banking, for example. Where customers once made transactions with tellers
at local branches, now they’re encouraged to do it all online. As branches
close it leaves many, especially older people, struggling with what was once an
easy, everyday task.
Or consider the now common call centre experience involving an electronic
voice, menu options, chatbots and a “user journey” aimed at pushing customers
online.
As organisations and government agencies in Aotearoa New Zealand and elsewhere
grapple with the call to become more “digital”, we have been examining the
consequences for those who find the process difficult or marginalising.
Since 2021 we’ve been working with the Citizens Advice Bureau (CAB) and talking
with public and private sector organisations that use digital channels to
deliver services. Our findings suggest there is much still to be done to find
the right balance between the digital and non-digital."
Cheers,
*** Xanni ***
--
mailto:xanni@xanadu.net Andrew Pam
http://xanadu.com.au/ Chief Scientist, Xanadu
https://glasswings.com.au/ Partner, Glass Wings
https://sericyb.com.au/ Manager, Serious Cybernetics
