Fuelling digital transformation by encouraging citizen relationship and engagement, or vis-à-vis.
FREMONT, CA: In the near future, technologies like mobility and IoT are predicted to form the crux of citizen relationship improvement, shifting governments from services to engagement all while fulfilling the increasing demands. Governments around the globe are re-adjusting its working wavelength to accommodate citizen happiness and engagement. An aptly planned digital government provides more significant avenues for developing a collaborative and voluntary bonding among all relevant stakeholders.
According to the predictions made by IDC Future Scape, about 68 percent of governments prioritize the improvement of citizen relationship. The goals are to leverage more than 25 percent of the budget from about 50 percent of government agencies with direct citizen relationship missions. The goal is to utilize the setup along with the third-platform technologies and IoT to maximize the citizen experience.
The trends that expected to fuel the public sector are mostly powered by rising citizen expectations, which are related to four key aspects:
1. Increase in demand for delivering to consumer-like citizen service.
2. Enlarging the visibility of citizens by refocusing resources in scarce areas to inject adrenaline to government program delivery.
3. Instilling the culture of excellence and accountability of government service to drive the citizen responses.
4. The need to diverge the economy and assist the flourishing of converging new businesses and its models under the hood of “government endowment.”
Controlled by these pressures, the objectives of the government cannot be restrained to just the injection of digital technologies and process automation among departments. It goes inexplicably beyond the fact, demanding a truly focused feat on digitally engaging citizens to modernize the public sector as a holistic unit.
• Citizens do Indirectly Control Digital Transformation:
Regardless of the hierarchy, all government bodies have sworn by a timeless mandate to provide services, protect the society, and assist the prosperity of economies. It is considered to be a long-time goal, but the citizens expect a much intense and quicker delivery of the services from the government. However, the digital maturities of these public entities remain inadequate to comply with the demands at many levels.
What the stakeholders of government and citizens demand is a renewed experience with minimum friction. A seamless collaboration of people and process intertwined with interlinked services, and provision of intuitive technology, make it easy to use. Achieving the balance between the needs and expectations is much more complicated.
• Redesigning Citizen Relationship With A “Personalized Government” Model:
The re-imagination of the capacities of the public sector, including business processes, operations, workflows, methodologies, and frameworks, is imperative to the digitalization of the government model. Carrying out the changes involves converting citizens into critical stakeholders of the transformation process to generate deeper ownership of major policy reforms.
Three critical areas of the digital government are primarily leveraged to re-design the communications among citizens and government takes on personalized citizen experience model:
1. Government Models:
Fixated on the “made for me” tagline, proactive delivery of personalized, anticipatory services configured to the needs of the businesses and citizens is carried out by the government. The government can take the role of an enabler instead of providing all the services.
2. Government Processes:
A streamlined, shared network of government agencies, resources, infrastructure, and systems integrated to allow easy institution-wide digital identification of stakeholders without repetition.
3. Working in Government:
By creating a digital mindset based on skills, collaborations, and innovation among the workforce, the model builds a social collective, encouraging greater collaboration with the public. In addition to the real-time integrated wearables, predictive analysis, and AI help the defense and police force to make informed choices much quicker than before.
In conclusion, the digitalization had legitimately shifted its focus from following a procedure to analyzing the outcome. And is the only trend that puts citizen relationship first. The foundation of a digital government hence needs to be more about reducing the friction by increasing seamless integration between citizens, governments, and corporations.