Governments need to go beyond digitizing existing processes and services. They need to harness the power of digital technologies and data to fundamentally re-imagine and transform the business models of government.
Meeting the increasing demands and expectations of more experienced digital users, especially younger citizens, means embracing technology to re-invent the way government does business.
While much progress has been made by many governments around the world, the full potential of digital government remains largely untapped. Many transactional and payment services are still not available end-to-end online. Digital services that do exist often are not optimized for mobile devices. The functionality and user experiences of online services designed and run by governments usually leave a lot to be desired compared to the best practices of commercial organizations.
Why? Legacy systems get in the way, legislation and regulations are hard to change, and security and privacy concerns are complex issues. But despite these challenges, governments recognize the potential of social, mobile, data, and cloud technologies to drive transformation in the public sector.
Successful digital transformation requires strong leadership at the highest levels; investments in science, technology, engineering, and mathematics skills; and cultural and behavioral change. Likewise, governments need to maximize their digital investments by strategically leveraging new technologies, as well as data and advanced analytics, to optimize policies, programs, payments, and systems.
Governments can follow this five-step roadmap to accommodate the increase in user demand, provide a more sophisticated experience, and realize greater citizen success in completing digital transactions.
With this approach, government can reap the rewards of true transformation: lower costs, improved service quality, and more satisfied citizens.