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Governments embrace digital

People Experience

Digital Government for the People

In neighborhoods, cities and countries around the world, the people have spoken. They want governments to be more agile, responsive and focused on their needs. They expect governments to embrace new digital technologies to improve service delivery and to solve problems that impact the overall quality of life. And, they want government apps to be like consumer or workplace apps — easy to find and use anytime, anywhere and on any device. People have voiced their needs. And governments are listening.

Many local, state and federal agencies are making huge strides in using technology to create better outcomes for everyday people. For example, in New South Wales, Australia, the state’s Department of Family and Community Services replaced 14 disparate legacy systems with a single cloud-based platform. Now, front-line staff, service provider organizations, families and caregivers can collaborate more effectively to provide children with safe, loving and permanent homes.

The Indian city of Nagpur is harnessing the power of technology — including digital networks, smart sensors, advanced analytics and IT solutions — to build a better living and working environment for all its citizens. In Nagpur, public services are accessible to all citizens 24/7. Traffic management has improved, leading to cleaner air and better mobility. And with emergency services that can be accessed seamlessly throughout the city, residents can feel safer and more secure.

In the U.S., a government call center is now automating routine inquiries for faster delivery of services at a lower cost. It developed an integrated approach combining more contextual search for a public website, a digital assistant for webchat and phone interactions, and a newly created email handling agent. By taking these steps, the agency has extended personalized services beyond regular business hours while improving its service speed by 30 percent.

While these digital advancements are extraordinary, there’s clearly room for governments to improve how they develop and deliver technology to its citizens. According to a survey conducted by the McKinsey Center for Government, people continue to feel frustrated by cumbersome, confusing or otherwise underperforming digital services. Likewise, a Riverbed public sector survey in the UK revealed that 70 percent of respondents said they want to engage digitally with the public sector, but 45 percent believe government digital services are not as good as the private sector.

Governments have learned that it’s never enough to simply launch technology and make it available for the constituents of a community. They must focus on the quality of their services and be cognizant of the digital experiences they are creating and delivering. Look no further than the 2013 rollout of the U.S. website to understand the consequences of a negative digital experience and poor digital performance.

The public shouldn’t have to absorb the complexity of governments or understand how digital technologies work. They just want them to work. That means governments need to modernize their IT systems so they can monitor, measure and manage all aspects of digital performance — from applications to networks to infrastructure and end-user devices — to proactively improve the digital experience for their citizens.

In the coming years, cities will become even smarter. Sensors on cars, roads, crosswalks and traffic lights will speak to each other to prevent traffic accidents. Virtual reality applications will bring blueprints to life so that architects and engineers can identify design flaws before buildings are erected. And biometric or machine learning technologies will enhance and secure the integrity of elections to improve both voter turnout and public trust.

With today’s amazing mix of technologies and a focus on the human experience — the citizen’s experience — there’s no limit to what governments can do to make the world a better place for all.

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What’s Next for Estonians?

How does a tiny, underdeveloped country in Northern Europe, whose general population did not have Internet or Internet-enabled devices, become the world’s foremost digital society? Through a program launched in 1997, known as e-Estonia, which is now a popular term used to describe major achievements in digital technology and e-government.

In Estonia, it takes just three hours to start a company and three minutes to file personal taxes. At least two percent of state GDP is saved due to the collective use of digital signatures and 840 years of working time is saved annually thanks to its data exchange layer X-Road. Nearly every patient (97 percent) in Estonia has digital records that are accessible nationwide. Nearly every public service agency (99 percent) offers 24/7 online access.

e-Estonia’s success relies on its open-minded citizenry and human-centered, service-oriented principles. These principles include transparency, where people have the right to check how their personal information is used by the government and once-only, where data is collected only once by an institution, eliminating data duplication and bureaucracy.

Estonia is continually experimenting to deliver an end-to-end digital experience for its citizens. The country’s ambitions for the future involve extending its use of blockchain technology to improve personal medicine and cybersecurity; enhancing road safety and road use with self-driving technology; and implementing the Real-Time Economy, an environment where financial and administrative transactions between citizens, businesses, and public-sector entities are generated automatically and completed in real time without store-and-forward processes.

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With a focus on the citizen experience, there's no limit to what goverments can do to make the world a better place for all.

Citizen Experience: By the Numbers

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    62% think governments should experiment with new technologies and services.1

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    40% of citizens prefer to do business online when dealing with their state’s government.1

  • Smart-Device Icon

    39% percent want to use a smart device to access government services.1

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    31% want government online services to be easier to use.1

  • AI Icon

    51% support new technologies like AI and virtual reality to improve government-related tasks such as job applications, visa and passport services, tax filings and student loans.2

  • Fingerprint Icon

    64% of Australians think governments should use biometric technology in digital offerings such as authentication or health analysis. 3


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Digital Performance Solutions for Government

Empowering goverment to improve their citizens' lives.