Leadership

In an increasingly competitive world, businesses win over customers through providing excellent customer service. We see this in the digital technology tsunami sweeping across the world. Companies like Amazon, Google and Samsung are few of the many who are relentlessly innovating to retain competitive advantage. The 4th Industrial Revolution, globally, is driven by consumer demand for cheaper and more efficient services!

- Rudi Kimmie

‘Disruption’ and ‘innovation’ are the hallmarks of the modern economy. Artificial intelligence, 3D printing, cloud computing and blockchain are some of the disruptive technologies that will change our lives forever. Ask Standard Bank how digital banks like Tyme and Discovery banks have disrupted conventional banking transactions, resulting in numerous employees being retrenched, or see how Uber and Airbnb have uprooted traditional cab services and the hospitality industry. The answer is simple, cost-effective and customer-centric efficiencies rule!

Why is then that our government is not taking note of these trends? South African tax and rate-paying citizens are desperate for better services, if at all. Yet on a daily basis they put up with such gross inefficiencies from government— deteriorating roads, lack of water, electricity blackouts, relentless crime, ….! These are basic services that a functioning and caring government should address as a priority. Unfortunately, the lack of Batho Pele (People First) principles at many state-owned enterprises and local municipalities is astonishing and yet, the same ‘culprits’ responsible for the mediocrity remain in office, year in and year out!

Despite civic protests, declining investor confidence and potential downgrades by ratings agencies, government responses at various forums—State of the Nation and the recent ANC 108th year birthday celebrations in Kimberley, are predictable. There was nothing disruptive or innovative that will address the many challenges facing South Africa. The logic of disruptive innovation and customer-centric service excellence, seems farthest from the minds of our public officials.