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Governments and digitalization of citizen services
Intense Technologies Limited
www.in10stech.com

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Governments and Digitalization of Citizen Services
The world has now become far more connected than ever, thanks to advances in
communication technology and a growing appreciation of our interdependence. However,
technological changes, demographic shifts, rising inequality, and rapidly changing values
have contributed a lot towards a much more complex and uncertain environment for
governments. Just as they were adapting to these challenges, the onset of the COVID-19
pandemic further brought instability to individuals, communities, and economies.
To deal with these challenges, governments & public sector enterprises need a better
approach, which is directly linked with providing a good experience to citizens in all
interactions. Of course, a citizen always comes first, and therefore governments need to
observe their citizens’ changing needs, behaviors, values, and expectations in the real
world before designing new processes and solutions.
In the digital approach to designing services, requirements are derived from the citizen’s
behavior, and not from the agency’s organizational structure. Therefore, they are required
to modify their operating models.This way, they can provide better service to the country's
citizens.
Major priorities for governments
Our governments can take steps to fulfill the needs of citizens. They can engage them as
co-producers of public value. Governments can take a multipronged approach to address
people’s needs, with a focus on four core areas:
Agile & innovative policymaking
Governments could bring in more agile and innovative policies that can address the
concerns of different groups. For example:
New social safety net schemes for disadvantaged citizens, which can be in terms of
guaranteed minimum income or universal basic income, and social investment
approaches. It further encourages the government to take preventative action before a
crisis occurs.
New policies to tackle income insecurity for those in precarious work, such as the self-
employed and contractual workers. It also includes clearer rules around employment
status and rights; and portable benefit plans to maintain coverage as workers move
geographically, between employers, or through periods of unemployment or self-
employment.
More agile, lifelong education & retraining programs can help workers remain relevant and
competitive. Skills road maps can further help governments understand the skills and jobs

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that are required in the future, and personal learning accounts that provide workers with
funds to reskill; and active labor market policies that can help unemployed and low-income
workers find jobs or retrain.
Measures to improve the pension system.This includes encouraging people to take active
ownership of their retirement plans, providing simpler and more flexible plans linked with
better advice and guidance, and increasing incentives or even passing laws, which
encourage greater private sector contributions to pension costs.
Digitalization
Investment in high-speed digital infrastructure in terms of broadband and 5G networks,
must provide connectivity in all parts of the country. Also, with the help of laptops and
tablets, people can get online and run programs to improve digital literacy. This way, they
can gain confidence to interact with digital services. Meanwhile, governments will also
need to make sure that those who are not digitally connected must have some alternative
ways to access those services.
Governments can fulfill the needs of these citizens through different measures:
 With Unique digital IDs, citizens can get better access to a range of services via
several digital channels
 With Smart portals and mobile apps, people can get one-stop access to multiple
government services
 With “Tell us once” services, people don’t have to refill their personal data online
for different government transactions
 Conversational platforms, such as AI-powered chatbots for interacting with
citizens, rapidly resolving queries, and completing transactions
 A true omnichannel experience that can allow people to access services on a
variety of platforms using a range of devices
Responsible use of data
There is a strong requirement for a new regulatory, legal, and governance framework
that allow countries to capitalize on the opportunities, and at the same time help
manage the potential risks for citizens. For example, policymakers will need to figure
out issues of data privacy, surveillance technology, and the integrity of the information
ecosystem.
Governments are already strengthening the regulations linked with governing the use
of people’s data. Also, somegovernments are making the best use of legal frameworks
that can give people a level of active control over their data and the right to know what
is being done with it. Regulators also need to consider how organizations are using
data in their AI systems.

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At the institutional level, public service providers, governments, businesses, and other
organizations will need to have transparent governance structures for safeguarding
people’s data rights.
Public participation & engagement
Governments provide an opportunity to engage citizens on the issues that they care
about. New digital e-participation tools, ranging from social media to mobile apps, and
online digital platforms, will allow them to collect input from citizens on a large scale
and provide insights to enrich government policy & decision-making.
Government-organized hackathons can further engage people in finding fresh
solutions to the economic, social, and technological challenges posed by COVID-19.
“As Governments world over embrace Digital- First strategies, we at Intense
Technologies help transform citizen services by innovatively connecting
processes and people while empowering departments for digitalization.”
Want to know more! Please drop us an email at digital@in10stech.com