The Positive Impact of Technology on Service Delivery

 

In the last three decades, there has been increased innovation in technologies that have improved service delivery. What is technology?  Technology is a field of study that includes industrial arts, engineering, applied science, and pure science. It is concerned with the development and application of technical methods as well as how they relate to life, society, and the environment. Technology has transformed the way services are delivered, moving away from human interactions and toward automated human participation.

The usage of technology is unstoppable knowing the many benefits it offers. For example, you don’t need to visit a banking hall to complete a financial transaction the Mpesa, innovation has offered a payment system on your phone. You don’t need to call your travel agency to book a ticket. You can book it online. Let’s now focus on the advantages of technology in service delivery.

Automation of services

In the past, you had to interact with a customer representative face-to-face to get services. With the advent of technology, you can get a service in the comfort of your home through the internet. For example, you don’t need to go and buy a phone from the store but can buy it online from the Jumia app on your phone and pay for it by Mpesa once you receive your goods.

1. Saving time

Transacting virtually is fast and convenient for customers and companies with technological infrastructure. Customers can access many services without wasting time commuting to and from the store and secondly wasting time in long queues in stores. The customer can fulfill many transactions without the need for a human operator.

      

      2) Operational Cost Savings

Though the initial investment in technology is enormous, the benefits outweigh the cost. In today’s world, more and more customers are being served, by an automated operator, which is more affordable if compared to a paid customer representative. The organizations profit from effective service delivery and lower operating expenses.

     3) Wider Coverage Area

Technology is allowing service delivery beyond geographical limitations. In the past, it was unimaginable for an organization to serve customers worldwide. Today the World Wide Web has enabled customers to access services across continents.

     4)Reduced Documentation Space

Before organizations embraced technology, most of their inventory was occupying physical spaces that were quite costly. Furthermore, retrieving documents that were archived was time-consuming and complicated. Today many organizations keep their inventory in digital form hence easier management and accessibility.

     

5)  Easy Analysis and Presentation of Customers Data

One of the main concerns about the effects of technology on service delivery is the possibility of losing the human or personalized touch. However, with accessibility to customer data, institutions can offer enhanced personalized services. Customized services lead to better customer satisfaction and experience.

 

These constitute the positive impact of technology on service delivery. However, there is a growing concern about the effectiveness of technology minus the human touch in service delivery. There is a need to strike a balance such that there are some elements of human intervention in service delivery of quality service.