Facing unprecedented constraints generated by the systemic shocks of recent economic events, government, third-party and voluntary sector organisations face paradigm-changing challenges in seeking to cater for everyone in society whilst attempting to create internal efficiencies of economic scale in the immediate short term. In reforming the heart of their operations without diluting their primary mission for delivering services and assistance, these entities must first engage in re-examining their performance and mission. Then engage in transformative thinking addressing the key challenges that sap the effectiveness of their capacity to deliver such essential public services.

As a result, these organisations should expand their business operating models to ensure they align strategy to meet end-user requirements and satisfy core requirements for fiscal control and accountability. The quest for fair and sensible results is no small matter, as these entities must improve their capacity to deliver services whilst injecting transformational costcutting measures into their operating and decision-making systems.

This paper discusses the multi-faceted challenges facing government organisations while attending to the highly interrelated sensitive issues affecting stakeholders – internal and external, public and private, taxpayers and claimants. Subsequently, the discussion leads to recommendations of pragmatic business models that address the effective management and administrative processing of benefits, grants, loans, and other forms of assistance.

Author: Kapil Ghetia

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