On-demand service apps like Uber aren’t just changing the way people buy products and services but will have tremendous implications for workers and organisations alike.
In the not for profit sector, those organisations providing direct services to clients will be the first to feel the impact. If you have any doubts about this have a close look at the delivery model for the National Disability Insurance Scheme – which will be in place in less than 500 days!
Enabled by technology, rapidly changing consumer sentiments about choice and, I suspect, a parochial dislike of “out of towners”, service provision will be all about the personal choice which, in turn, will be driven by the individual provider/client relationship. To most clients, the organisation’s brand behind the provider (if there is one) will become incidental.
For the organisation of tomorrow, structures and roles will be very different to today.
Leadership roles will essentially continue to be focused on marshaling resources. However, how this is done will change markedly. Traditional command and control models will, by necessity transform to supply chain leadership. Here the focus of leaders in organisations will be on:
- Complete client satisfaction – Clients of non for profit services can no longer be regarded as passive recipients but as valued customers with a need to be satisfied.
- Extensive use of data – Everything will be measured and swift intervention expected when performance ventures outside strict limits.
- Service innovation – Informed by the information being collected, services will be continually tweaked to meet individual demand.
- Talent alignment and retention – Clients will want the best providers and organisations will want them on their teams too. Individual providers of the future may not be employees but contractors. Contractors will align themselves with organisations not so much because of the proclaimed mission or values, but how well the organisation can meet their personal needs. This will create a completely new dynamic for many organisations and the need to develop a level of negotiation skills not required by the current employer/employee environment.
With the help of on-demand apps and the changes these are creating in terms of community thinking and expectations, not for profits are entering a brave new world of service delivery. For many organisations, there will be a deal of pain in adjusting, but for the majority they should find solace in the knowledge that their clients will benefit enormously. And isn’t that the name of the game in the sector, not how you do it.
By Chris Gandy – Founder of Cause & Effective. We link exceptional subject matter experts with cause-based organisations that are making a positive social, cultural and environmental difference.