Transforming the Public Sector by Digitizing Services

CIO Review Europe | Saturday, November 27, 2021

Governments can fulfill public expectations while also becoming more efficient and resilient by digitizing services.

Fremont, CA: It can be challenging to figure out how to use government services. Users have to visit different websites or offices for each service, and information about how to access services is frequently presented in difficult-to-understand bureaucratic terminology. Many online forms are just as challenging to complete as the paper ones, and many applications still require hard copies of supporting papers to be printed and signed. Furthermore, the user experience varies throughout government websites, and users frequently need several accounts and digital IDs to manage their demands.

By combining digital platforms, governments can create a consistent user experience. People might navigate and receive information and services based on life or business scenarios in one spot rather than visiting multiple websites or apps. Using the same solution for repeated service transactions, such as identification or payment, makes the process more familiar to users and encourages widespread adoption of the requisite devices or apps. Furthermore, a consistent look and feel across the public sector helps boost confidence in the government's digital brand.

Despite the challenges, fully digitizing government functions could take many years. Governments, on the other hand, can reduce complexity by breaking implementation down into manageable steps. These should ideally begin with quick wins to build momentum. Governments can start by focusing on the digital front end to ensure such victories. User satisfaction can be significantly increased by providing services online and simplifying forms. Furthermore, these adjustments may be implemented quickly and at a low cost. On the other hand, back-end automation necessitates more time and resources and hence is better suited to a long-term strategy.

Governments must do three things properly to get services online quickly and establish engines for continuous and lasting transformation. First, they must collaborate with relevant public authorities and users to reinvent service journeys. Simultaneously, they should allow for rapid deployment and make integration with back-end systems easier. Finally, they should establish a central coordinating unit to bring public agencies together, set incentives to reward user results, and facilitate communication.

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