New Public Management: The importance of technological innovation in public administration

Digitalization has changed our daily lives, from the way we are to the way we live. This change also includes the way we innovate and how we are able to interact with services in general. Thus, this new pace implies new technologies in public administration. New Public Management is a management philosophy that uses practices adopted by the private sector in public administration, with the aim of generating efficiency, reducing costs and achieving effectiveness in service delivery.

Just as we must constantly update ourselves, so must public administration, which must integrate the main technological innovations in order to guarantee effective, efficient and adequate services.

One of the innovations related to public administration concerns communication with citizens. So, it is important that there are solutions that guarantee this need, as is the case of the Internet and social networks. Public administration must be attentive to the needs of citizens and provide effective and simple tools to address their problems.

ClusterWall by PARTTEAM & OEMKIOSKS, for example, is an internal or external social network for sharing content (blog, articles, PDF files, videos, photos, white papers, notices, twitter, etc.), which allows the creation, management and optimization of customized content experiences, in an easy and very intuitive way.

V.N. Famalicão City Council With Interactive Kiosks (ClusterWall)
V.N. Famalicão City Council With Interactive Kiosks (ClusterWall)

Since ClusterWall is a social network, its use would be an asset to the public administration, which could easily transmit its messages effectively. As this and other platforms need management, ClusterWall is ideal in this respect, as it provides a centralized management. It is possible, through a single point, to manage the entire network, with the administrator having access to all the network customization tools.

But New Public Management entails other characteristics and approaches, such as the following:

  • Customer satisfaction initiatives;
  • Redoubled efforts in customer service;
  • Creation of an entrepreneurial spirit in public service;
  • Introduction of innovations.

The Benefits of New Public Management

New Public Management, being an ideological perspective, aims to improve organizational performance. There are, therefore, several benefits of the New Public Management that we can list:

  • Combining the economic perspective with management in order to achieve positive results;
  • Promotion of individualism leading to efficiency in the delivery of goods and services;
  • Increased efficiency of the bureaucratic system;
  • Improvement of public sector structures;
  • Reduction of costs and expenses;
  • Valuing the customer, who always comes first;
  • Ensuring that organizations keep up with the fast evolution of technology and globalization.

Customer satisfaction

Considering the technological evolution, self-service equipment plays an innovative role in public attendance, namely in the optimization of spaces and people management.

Self-service multimedia kiosks, thus, appear as key technological pieces. Connectivity and interaction are increasingly central to our daily lives. In fact, information technology has changed the way we think, act and react. Recent examples of this are facial authentication systems, as PARTTEAM & OEMKIOSKS developed (in a partnership with YooniK). Facial authentication technology, which can be integrated into a multimedia kiosk and has the potential to streamline ordering, customer payments and entrance control to establishments, also reduces companies’ labor costs.

PARTTEAM & OEMKIOSKS with facial authentication systems in kiosks in partnership with YooniK
PARTTEAM & OEMKIOSKS with facial authentication systems in kiosks in partnership with YooniK

Indeed, one can denote the marked growth of biometric systems in kiosks, which combine security and ease of use. Our fingerprints and facial profiles, all different from each other, are suitable to simplify any transaction or authentication process without compromising security.

In addition to being secure, artificial intelligence (AI) systems are distinguished by their accuracy and the fact that they provide a better user experience.

If properly designed and implemented, these solutions can improve citizens’ lives by reducing social expenditures, automating processes within the administration and offering citizens the opportunity to interact in a more agile, effective and personalized way.

Customer Service: Queue Management Solutions

Queues can be frustrating for people, which is not suitable for any kind of business. Thus, attendance management has as its main objectives the ordering of queues, in order to improve the quality of the service provided, the efficiency of the service and the image of the space. In addition, it aims to make the waiting process more orderly, simple and, above all, fast, also providing systems that analyze and improve the flow of visitors.

QMAGINE software, developed by PARTTEAM & OEMKIOSKS, responds to all attendance configurations, regardless of the business areas, from a basic system to a more sophisticated enterprise solution that may involve different players. Therefore, PARTTEAM & OEMKIOSKS not only provides the service through multimedia kiosks, but also through a mobile application that, in a quick and intuitive way, will facilitate and optimize the attendance/waiting line management.

PARTTEAM & OEMKIOSKS QMAGINE queue management system ensures organization at the Vaccination Center of Famalicão
PARTTEAM & OEMKIOSKS QMAGINE queue management system ensures organization at the Vaccination Center of Famalicão

The relevance of multimedia kiosks for public administration

There are many areas of society where the state is present. These public institutions, most of the time, inform, attend, direct and help citizens. They are, therefore, at the service of the citizen, so multimedia kiosks are a powerful support tool and an increasingly essential working element for public bodies.

Besides being used to provide relevant information to citizens, they can be used to manage queues and attendance in these same institutions.

In public administration, there is also an increasing need to associate multimedia kiosks with Digital Signage or Corporate TV systems (passing information on queues, advertising, television) on an LCD screen placed at the reception of the institutions.

In fact, multimedia kiosks appear to be an indispensable tool in public administration for functions such as the following:

  • Information – Display of necessary and relevant information about the services provided;
  • Promotion – Promotion of local events (concerts, cultural events) with automatic ticket sales;
  • Orientation – Possibility to search for stores, information about the city/town guide or addresses of important public/private companies;
  • Service management;
  • Queue management – Managing the flow of users in a practical and effective way;
  • Payments – Citizens can make payments without the need for anyone else’s intervention;
  • External communication – Disseminating relevant information and communications to citizens and tourists.

With the purpose of contributing to technological innovation, PARTTEAM & OEMKIOSKS is a world reference in the development of customized technological solutions for several markets and activity sectors.