Digital government transformation
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, this, in essence, is digital government. Governments are becoming serious about their e-government initiatives and digital government transformation to improve the quality and availability of their services.
In today’s reality, online channels are the first choice for how we engage with people and organizations. There is no question that digital government transformation is becoming more prevalent, but many have noted that some state, provincial, federal and local governments have been slow to implement transformation initiatives.
There is now an imperative to change and move towards a digital government service delivery model. In Australia, for example, Government expenditure on Information and Communication Technologies (ICT) is growing. Much of this spending (some estimates say up to two thirds) is operational, providing considerable scope for savings to be realized through digital government transformation – as the Australian example shows there is a tremendous upside for government in undertaking transformation.
Many reports worldwide have made recommendations on digital government, encouraging the government to accelerate the transition to online service delivery in order to achieve transformational cost savings opportunities and to drive increased citizen satisfaction.
There is no surprise that digital government services are often preferred by citizens, businesses and other government customers because they are more convenient, cheaper and more accurate than traditional service delivery approaches. Many of the best practices in this area recommend that the Government accelerate the digital government transformation, improving online service delivery by:
- Setting an ambitious e-government strategy that:
- Makes digital services the default means of engaging with government, supported by ‘opt-out’ provisions;
- Sets concrete savings targets;
4. Removes legislative barriers; and
i. Strengthens the online credential;
ii. Consider the consolidation of the e-government effort through a single team under the leadership of a Chief Digital Officer.
iii. Consider the appointment of a senior official to champion the digital by default agenda.
The Canadian Auditor General’s report put the cost of an online government transaction at 0.4% of the cost of doing the same transaction in person, and just over 1% of doing the same transaction on the telephone. Likewise, the UK Digital Government Transformation Report recommends delivering services digitally will result in annual savings of £1.7 to £1.8 Billion.
Apart from the economic rationale, citizens have significant expectations that they should be able to engage with government agencies in the same way that they deal with other large enterprises such as banks. It’s very clear, therefore, that a focus on back-office savings alone are insufficient when governments are considering their overall strategy. Investments in citizen facing technologies that help shift users to the digital government channel are highly important, both from a financial point of view and as a mechanism to drive higher levels of citizen satisfaction.
We’re happy to work with great customers, like the Government of Saskatchewan, helping enable their digital government transformation: https://www.saskatchewan.ca/
To learn more about how we help our customers visit https://www.vivvo.com/contact/ to book your personalized demonstration of CitizenOne.