The Impact of Technology on the Provision of Government Services

The Impact of Technology on the Provision of Government Services

Gov CIO Outlook | Wednesday, September 28, 2022

A seamless digital experience across any device, tailored and relevant content, and simple user interfaces are just a few things consumers expect from their digital experiences.

FREMONT, CA: Citizens from all over the world have high expectations for digital experiences, including customized and relevant content, intuitive user interfaces, and secure engagement on any device. The government can accomplish a great deal with a few taps on a screen, but it takes more than technology to make this possible government. It demands people, processes, and technology to work seamlessly together.

When finely tuned, this trio is incredibly potent in the government's efforts to enhance the customer experience (CX). When digital services prioritize citizens' needs, technology's role becomes supplementary. However, these government agencies are still refining the formula for driving rapid and comprehensive CX modernization.

Barriers fall, confidence soars

The COVID-19 pandemic crystallized the need for government agencies to digitize government services with speed and assurance. And agencies of all sizes utilized extraordinary ingenuity to continue providing vital services to their constituents when it mattered most.

Many government agencies are eager to accelerate their digital transformations in light of these achievements.

This is evident at the state level, where CIOs have named digital services their second-highest priority for the second consecutive year (cybersecurity leads the pack). And the government observed continued momentum and support, as well as the introduction of new federal requirements. President Biden's most recent Executive Order requires agencies to collect feedback on customer experience, establish standards, measure performance, and benchmark against the private sector.

Digital primarily, but not exclusively

Too often, citizens have difficulty transacting with government agencies, from simple tasks like paying a parking ticket to complex procedures like enrolling a family member in vital social services. The process may require a call to a contact center for assistance or even an in-person visit, which can add stress, time, and cost to a simple procedure and increase the cost to the government. Moreover, despite their significance, numerous calls involve routine inquiries that divert valuable call center resources from more complex inquiries and issues.

Imagine a new experience where a citizen can quickly and intuitively find what they need on a website, apply for the service they require with an electronic signature from their mobile device, and complete their transaction online without having to pick up the phone or visit a government office. A digital experience that is equitable, accessible, secure, mobile-enabled, and multilingual will optimize the use of taxpayer resources, reduce the number of calls to the contact center, and increase citizen satisfaction and trust.

This is the point where technology and process converge to empower people, and citizens are already witnessing its application.

Developing a connection

The Los Angeles Department of Public Social Services (LADPSS), the largest social services organization in the United States, successfully demonstrated how to integrate people, processes, and technology to connect citizens to vital services seamlessly and securely.

To improve the delivery and efficacy of social services, the LADPSS desired to go beyond phone calls and in-person office visits. It began by redesigning its website and its digital entrance. For instance, using Adobe Experience Cloud and other Adobe tools, the department developed and launched its new website in June 2020, just as the pandemic was gaining traction. When it mattered most, citizens could view benefits, connect with services, explore available resources, and more from any device. Additionally, the LADPSS consolidated and reduced the content pages on their website by two-thirds, making it easier for people to find information. In addition, they included more language options and continued to innovate by incorporating user feedback.

What is required

Government organizations have never had greater access to tools, models, and ideas for successfully introducing and expanding digital services. It is essential to begin by viewing technology as a robust collection of tools and processes that help construct and deliver—an optimized experience on any device, at any time, and anywhere. It is customized, pertinent information, rapid and secure online commerce, adaptive content where text, images, and forms display flawlessly on any device or screen size, and data and predictive modeling that determine which content and channel each citizen should receive.

Modernized digital services and workflows enable government agencies to grant all customers access to the services they require when they require them. And this exemplifies the essence of citizen-centric digital government solutions.

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