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We need problem solving - not just solving problems

by KV Soon
Co-founder / Director
Spirit of Endeavour

(Photo by MalaysiaKini)

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4 July 2022 - Having worked with several governments and facilitators on digital transformation throughout my career, reading that the Minister of Domestic Trade and Consumer Affairs proposed to track what people buy via apps disheartened my spirit: although the intention is to prevent subsidy abuse, it depicts a very influential and trusted individual keen on using technology to solve all sorts of problems without much thought on practicality, usefulness and the possible ethical repercussions.

There is a big difference between problem solving and solving a problem.  Problem solving is thinking of new issues and looking at it through different lenses, with an attempt to understand it fully and tackle it with a relevant solution. Solving a problem instead looks at applying past methods with a more rigid approach. Unfortunately, the honourable minister seemed ill-advised.  He is trying to solve a new problem with digital solutions that were used for a separate, much more dire problem. There is not enough focus and innovation. More importantly, one cannot assume digital technology can solve all problems without truly understanding the issue at hand.

It is especially important for decision makers and influencers to understand this thoroughly. There are clearly key principles to technology implementation that needed consideration, as follows:

1. Understanding desired outcomes. What are we are trying to achieve? Is it better management of funds, greater access to basic goods or perhaps stronger economic equity? Technology implementation must be outcomes orientated. Not just output driven.
   
   
2. Reflecting on the necessity and role of technology. Based on the desired outcomes, where and how should we place technology, if at all? It is critical to appreciate that technology does not work in a vacuum. It has to work hand-in-hand with processes innovation and policy interventions as a holistic strategy.
   
   
3. Looking at approach feasibility and practicality. We need to ask ourselves: Will our ‘digital solutions’ solve the intended issue(s) effectively? Or will we unintentionally create further issues – in this case, a process vulnerable to abuse.

The above are some vital principles we need to think about before throwing in technology without understanding what we are trying to solve.

It is my deepest hope our decision makers take this to heart.

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