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The latest tech developments aren't just altering the face of industries like finance and health care — they're having an impact on public institutions and governments as well. According to a survey by Deloitte, 96 percent of government officials worldwide say that digital technologies have had a "significant" impact on the public sector.
No industry is more directly tied to the general well-being of consumers than the public sector. Citizens define what they want and need from governments, and those targets are shifting in today's climate of economic change. With stock market volatility, real estate bubbles and increasing unemployment, citizens want more from you. Today, they demand transparency and efficiency. After all, why should the government be exempt from oversight when spending taxpayers' money? It shouldn't.
Digital technology changes everything. If you're not an e-government, you aren't operating as efficiently as you could. In a digital, information-based society, governments must make changes to their strategies for business process management to survive and to provide better protection for the public sector.
Thought leaders across the public sector agree that "digital government" is the future. The challenge facing government leaders now is how to make e-government practices work for their organizations. Your organization needs to adapt to the new environment to achieve your goals efficiently and effectively. Organizations that do not modernize may not survive the digital revolution.
The main barrier to progress for e-Government services in most of countries has been a shortfall in useful services. Lack of availability and use for online identification and authentication has an immediate and profound impact on the ability of citizens to use transactional services. The result of this is that many services continue to require face-to-face contact for the entire transaction, or for at least a portion of the process.
Assuch,thereisanelementof‘chickenandegg’atplaywhereservicesarenotusedbecauseofatechnology shortfall, and the technology shortfall is not met because there are insufficient services to build interest.This carries over into general supply and demand issues, where administrators have reigned in their investment in services for fear that public and business uptake will fall short of desired levels.
As part of this transformation, government agencies must identify and automate their procedures and adopt better, more efficient management practices. This change will require a focused approach to process improvement and Customer Experience (Omni Channel, Mobile, Cloud).