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Delivering the digital state

What if state government services worked like Amazon?

Citizens are customers, too—who increasingly demand quick and effective service from government organizations online. Learn about how state and provincial governments can provide a better user experience by emulating the methods of top digital companies.

Why transform digital services?

As with any mass provider of goods and services, a government can’t provide great citizen service without an integrated, digital workflow. Citizens want outstanding digital service from their government for the same reason they want it from an online retailer, bank, or travel booking site: It makes their lives easier. The less time people must spend searching for information or filling out forms, the more time they can spend getting on with their lives. Citizens increasingly want—and expect—the same service from government they receive from online retailers. Failing to meet that expectation can become synonymous with poor government service.

The three pillars of digital transformation

How will state governments work toward digital transformation? We believe their success will depend on three essential components:
1) an end-to-end digital experience: A state government’s ability to execute its mission effectively depends on its ability to deliver an effective customer experience to businesses, citizens, and its own employees.

2) a unique, uniform digital ID: The move from a sprawling patchworks of systems with different ways to identify people to an enterprise identity management system

3) the ability to share data across the state enterprise: Customers would gain an “account-like” experience with their government; information and electronic artifacts would be provided once and shared across agencies as required and as allowed by the customer, while adhering to privacy statutes

Each has been pioneered in the commercial sector, allowing governments to borrow from proven strategies.

Road map to a digital transformation

Given that the goal is clear, how do you get there? The road map will be different for each state, but five strategic principles can help guide the journey.

1. Use design thinking principles
2. Establish a state digital studio
3. Get the governance right
4. Adopt an iterative approach
5. Finding the ROI

Getting there from here

This kind of innovation should become common place in state government. The key is to exploit the capabilities of good design, data sharing, personalization, and adaptation. The most digitally adept state governments will imagine the future by meshing their business goals with user-centered experience design and a good understanding of current technologies. They can deliver the future by adopting agile methods, breaking away from the sluggish pace of waterfall change. And they could run the future with a culture of continuous feedback and analytics-driven insights.

Read more in the full article on the right.

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