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Governments and Digitalization of Citizen Services | Digital Transformation

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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. Read the article to know more. #government #govt #digitaltransformation #technology #customerexperience #informationtechnology #customersatisfaction #citizens #citizenexperience #citizenengagement #analytics #data #datascience #ai #iot #artificialintelligence #technology #publicsector #publicservices

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. Read the article to know more. #government #govt #digitaltransformation #technology #customerexperience #informationtechnology #customersatisfaction #citizens #citizenexperience #citizenengagement #analytics #data #datascience #ai #iot #artificialintelligence #technology #publicsector #publicservices

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Governments and Digitalization of Citizen Services | Digital Transformation

  1. 1. Governments and digitalization of citizen services Intense Technologies Limited www.in10stech.com
  2. 2. 2 © Confidentiality Copyright © Intense Technologies Limited. All rights reserved. This document contains proprietary information of Intense Technologies Ltd and shall not be used, reproduced or disclosed to others except as specifically permitted in writing by INTENSE. The recipient of this information, by its retention and use, agrees to protect the same from loss, theft or unauthorized use. In the event that no contract based on this document is awarded to INTENSE, this document, upon request, shall be returned. All previous versions of this document shall stand automatically void. Disclaimer The information provided in this document is based on the discussions and very high-level requirements and not based on any Stated/signed-off requirements document. The solution and commercials proposed are subject to revision based on the final requirements. Hence presentation of the materials should not be construed as creating any obligation for INTENSE to deliver any product, feature or functionality.
  3. 3. 3 © 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
  4. 4. 4 © 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.
  5. 5. 5 © 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

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