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Good evening everyone.
We live in the era where the technologies in the mobile application space are such that they allow giant companies to develop there - in an app, on a mobile device - their entire business plans and acquire millions of users in a very short time. How? By relying on a clever idea, but mainly by having the right User Experience and implementing a creative marketing plan. Such is the competition that too often, if not all, what is left to differentiate is the user experience and service of the user, the customer.
Such innovative and effective approaches in the fields of marketing and customer service are what we are awarding tonight. Approaches that are in line with the trends of the times, are shaped by the real needs of consumers and contribute significantly to the achievement of the company's strategic goals.
Let me first of all, congratulate BOUSSIAS Cyprus for an excellent event on such an important topic, wish all the nominees good luck and say that I am delighted to be with you to greet this evening.
In December 2021, President Biden signed Executive Order 14058 entitled: Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. And the rationale, as documented on the corresponding website, is as follows: By focusing on the customer's needs and expectations, government agencies can create more user-friendly and efficient processes, provide more timely and helpful support, and deliver better experiences. This can lead to increased public satisfaction, greater trust in government, and improved outcomes for all.
You know a lot of times as a public sector - always with reference to technology - we end up confusing complexity with substance. We take for granted that our world is far more complex than any other organization's, and we operate, react, plan, and design our products and services with that reality in mind. But many governments around the world, [SOME LONG BEFORE THE UNITED STATES OF AMERICA] have now realized that they (governments) also live in a competitive environment, have an obligation to provide digital services to citizens, and must do so taking into account advances in technology, methodologies and customer experience.
As a government, we therefore share a very important goal with the companies competing today: that of enhancing the customer experience - which in our The creativity, dedication and commitment to excellence demonstrated by our businesses, irrespective of sector and subject matter, are an inspiration and reference point for our own actions as well.
The common thread is the customer-centric - for us: citizen-centric - philosophy followed by modern organisations, but also the exploitation of the enormous potential offered by technology across the entire spectrum of business activity. Of course, [TO HAVE ANY CHANCE OF CONVINCING YOU] I would have to admit that to date, over time, as a Government, as a public sector at best, we have failed to achieve this objective.
In addition, technologies and tools such as artificial intelligence and genetic artificial intelligence in particular, big data, augmented and virtual reality applications, are shaping a different model of customer service, offering a more seamless, direct and personalised experience. Our ambition is also in the public sector for our own customers - i.e. you, to leverage these tools, to invest in new technologies, putting the needs of the citizen at the centre.
Our goal is to implement digital services that are simple to use, secure and fast to process, directly involving the user in the process and asking for their opinions along the way, gradually and evolutionarily simplifying the hitherto time-consuming procedures that result in unnecessary inconvenience for the citizen. Within 2024, we will put into production the first version of the government portal gov.cy for access to government websites and services, the first integrated project the Cloud and based on open source tools, and the first version of the "Digital Citizen" application, from which we will now issue and sign official documents electronically. In the central government portal, we plan to have the Digital Assistant, the first application based on genetic artificial intelligence technology in the Cypriot public sector.
At the same time, in the field of marketing, digital advertising, social media, and modern e-commerce platforms offer opportunities to reach and interact with customers, while the use of the data generated enables us to better understand their needs and preferences, and to take more targeted and effective actions. Marketing can, of course, help us to achieve something also extremely important that we often forget and as a State; the information and education of the public we address as to the use and value of the tools we offer.
In conclusion, I would like to reiterate my warmest congratulations to all the companies awarded tonight, but also to each and every one of you who dare, innovate and differentiate. If we want to achieve the goal of strengthening Cyprus' role as a regional centre of technology and innovation - and we have to believe that we can - we need to strengthen precisely the investment in innovation and entrepreneurship. As a State, we consider these two elements as key pillars for the development and progress of our country's long-term economic path.
Congratulations again to those who have competed in tonight's awards.
Thank you.
(MK)
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Views & opinions expressed are those of the author and/or PIO
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