Jabit

Last night I was reading about technology management strategies, most of the comments were centred around organisations that provide products and not services. It got me thinking about the service sector (the biggest sector in Ireland and in many other “developed” countries) and how technology can be used as an innovation tool within the sector and in particular the professional service sector e.g. healthcare, education, finance, legal, etc. As with all innovations the focus should be on improving customer value. One characteristic of the professional service sector in general which differs from the industrial sector is the time required to “transfer” the service to the customer. I can purchase an iPod (once I have decided that’s what I want) in minutes, but to purchase the service of a doctor, solicitor or teacher can take anything from hours to years. That increases the cost of the service (the cost of time) for the customer. Surely technology can be better used in innovative ways to reduce this cost? Do I have to visit my solicitor in person to discuss the purchase of my new house? Do I have to sit with my mortgage provider for an hour as she “transfers” her service to me? Do I have to go to class to learn how to do my business accounts?