It’s been 28 years since Estonia restored its status as a sovereign nation. In that time, it has made incredible leaps and bounds and is now considered a world leader in digital government services.
That’s a far cry from its humble beginnings following Soviet occupation when, in 1991, Estonia had little technology. Less than half its population even had a telephone line. But the country decided to focus on Information Technology and the Internet as the cornerstones of its new economy.
Like many other aspects of our lives, our health and health care are going through a digital transformation. As we all become more accustomed to conducting business online, such as banking and shopping, we should also be prepared to manage our health digitally. Digital health is the next step in our online evolution.
As governments look to change the way they serve citizens,they are also looking to find ways that digital government transformation saves money. There are a number of goals that pave the path to digital transformation. These include simpler processes, more openness, and a greater focus on the end user rather than government itself.
But it’s also proving true that governments can save money by transforming their service delivery. With the consistent financial pressures faced by governments everywhere, cost savings are an added incentive to digitizing government service delivery.
As governments all over the world look to make improvements to delivering citizen services effectively online, the United States offers some examples of how it can work well.
In the U.S., the House of Representatives recently passed the “Modernizing Government Technology Act” which provides an opportunity to invest in new digital services and enhance the experience of its citizens. The current administration is working toward improving citizens’ digital interactions with government.
Estonians have built an efficient, secure and transparent digital ecosystem and we can all learn from the path they have blazed. An astounding 99% of public services are available to Estonian citizens as e-services. In Canada, we can learn a lot from them about eGovernment transformation.
Many Canadians are still uncertain what “digital government” means and what a move to digital government can do for them. The concept of digital government in Canada is pushing government officials to understand the opportunities presented by technology and how it can help them meet the needs of citizens and improve the lives of the public they serve.
Now more than ever, government faces fiscal challenges, so technology provides an opportunity to look at delivering public services more effectively, and at a lower cost.
Going digital can help government deliver services better and far more cost effectively. Digital is also the way many of us, as well as future generations, are used to doing business.
The CitizenOne Trust Framework connects a citizen’s profile information to other trusted data sources, with the citizen’s consent, to verify the identity of the citizen and build a trusted profile. The Trust Framework also allows a citizen to make the choice to “marshall” or move data between service providers he or she authorizes.
Federated identity management (FIM) and single sign-on (SSO) are not synonymous — Federated Identity Management provides single sign-on, but SSO does not give you FIM. This is an important distinction.
Single Sign-On allows users to access multiple services with a single set of login credentials.
CitizenOne delivers a robust relationship management capability that allows a citizen to connect their profile to other roles, or personas, that they may have in their daily lives (e.g. business owners, employees, parents). Once the citizen has established their profile and added a persona they can select that persona and interact with government in the context of “who they are at the time”. An example we commonly use is a citizen creating a CitizenOne profile to interact with government services as a citizen and then adding a business owner persona that allows them to interact with government on behalf of their business.
We work with some truly outstanding customers. Through these experiences, we have gained insight into a few considerations for government as they move towards better delivering services to their customers, the people they serve. With these insights, we have developed a list of five ways government can deliver citizen centric services.
As today’s tech-savvy youth grow up and mobility becomes even more pervasive throughout all segments of society, citizens increasingly expect to consume services and information online. These expectations of anytime, anywhere accessibility don’t stop when it comes to government. In fact, citizens expect their government’s digital presence to be even more reliable and secure than that of the eCommerce sites they frequent. Keep reading to learn more about the preferences of citizens and how governments can better meet their digital demands.
Where is your organization in your move towards digital transformation? How can you move towards being a Digital Leader? It all starts with leadership and creating a culture of collaboration and willingness to change. Once you have that, building the digital capabilities becomes a whole lot easier.
An excerpt from a document that was recently published, it explains some of the focus areas and principles that the Government of Singapore (Ministry of Family) is considering throughout their digital transformation. The ideas are very relevant to governments involved in digital transformation.
Worldwide there is a growing trend towards protecting the data and privacy of users when interacting with organizations through digital channels. The GDPR, for example, is European Union regulation that will safeguard the data and privacy of its citizens. Some of the most challenging requirements of the trend towards these new forms of regulation centre around the need to collect consent from end users before obtaining and making use of their personal data.
An interesting innovation paper that explores how the advance of internet and information communications
technology (ICTs) can have a significant impact on the application of the democratic process and
explains how digital identity authentication and proof of residency are employed to ensure
authenticated engagement. This paper shares the experience and learnings of DIACC Member
For the nocturnal individual struggling to find methods to fall asleep, you may consider reading the terms and conditions of sites such as Facebook, LinkedIn, and Twitter to name a few. These are long reads, often longer than a commitment to a cell phone plan. Maybe they were not meant to be complicated, perhaps they were a task for a team of lawyers to draft and end-user consumption was never considered. Or – perhaps this design is intentional, to hide and complicate the details, otherwise aware of the fact we would decline with extreme prejudice. For now, bring on the free cat pictures.
As public-sector organizations strive to become entirely digitized, adopting a low-code approach can save time and costs. More importantly, it can ensure that all creative minds in an organization are working together to accelerate digital transformation.
After the announcement of the UK government’s Digital by Default Service Standard, it could have been concluded that the public sector was facing its greatest challenge of a generation. In the years since the pressure has only increased, and the subsequent challenges have been vigorously felt.
Despite the digital imperative presented by both citizen demand and government strategy, government agencies have been either slow to respond or have had limited success in implementing digital transformation projects. In some cases, this is a symptom of IT project issues that are often encountered by a government (e.g. project spending overruns, poor outcomes); however, it is important to note that four areas are key to achieving the desired outcomes.
There is no doubt that digital is the most accessible, productive and cost-efficient way for a government to deliver services to the public and for the public to engage with government. With the worldwide proliferation of smartphones and tablets, the public expects to be able to engage with government seamlessly over the digital channel.
The role of the government and the services it provides are a crucial part of society. From paying taxes to renewing a passport, to letting citizens know if a thunderstorm is on its way – the government plays an important role in our day-to-day lives.
With the rapid adoption of digital and internet technologies, citizens are now more informed than ever about government programs, services and policies. In addition, citizens demand a superior experience from their governments and expect them to utilize and embrace the latest technology – just like what they would expect from major corporations in the private sector.
As connected devices and digital experiences grow more intertwined with users’ everyday lives through social networks and the Internet of Things, consumers are demanding increasingly personalized interactions. So much so that the teams who fail to deliver on these demands are suffering the consequences.
The ability for governments to deliver a secure, consistent and valued service in the digital space is not easy. Add to that the growing expectations of citizens and government technology leaders are more often playing catch up than being able to think and deliver strategically. The following is a list of the top technologies that can enable greater efficiencies and improved Service Delivery.