IT must respond to consumer needs

The rise of consumer technology and its impact on business has become a growing theme for IT managers.

The increasingly tech-savvy population has different expectations of the way it relates to companies and government, as employees, customers and citizens.

This represents a historic turnaround.

In the past, new technologies have confounded consumers, and adoption of the latest innovations has slowed or sometimes died as potential users retreat from perceived complexity or just simple techno-fear.

But now, consumer demand is starting to push ahead of the ability of the IT community to deliver the technology people want.

Smartcards are such an obvious way to improve the passenger experience on public transport. London’s Oyster card has already shown how it can make travel cheaper and more convenient, and offer the potential for new services, such as the combined travel and payment card launched by Barclaycard last year.

But for once, an important technology is being rolled out before the companies that support it are ready.

The first national smartcard-based transport scheme, to allow senior citizens free bus travel anywhere in the country, will be unable to exploit its advanced features because hardly any bus operators support it.

Is this a sign of things to come? As we all turn to new technology in our everyday lives ­ for communication, entertainment, education and more ­ the national appetite for IT seems only to be expanding. Through products such as mobile phones, iPods and Nintendo’s Wii, technology has become a fashion item for all ages.

This presents huge challenges ­ and opportunities ­ for everyone working in IT.

Imagine if user resistance to new projects turned into an enthusiastic demand for more. How soon before companies will steal a march on their rivals by beati ng them to the use of a new technology to create greater customer loyalty and profit?
IT managers in every organisation need to respond

to the changing reality of a consumer-led technology revolution.