Transitioning to Digital Service Delivery Starts with Identifying Citizen Needs

State and local agencies must identify the core areas that need the most significant push to digital service and then commit to creating initiatives that support modernization.

Citizens’ interactions with government have evolved immensely at all levels in the past year. The coronavirus pandemic exposed the fragility of critical government service delivery systems and the aging technology behind them.

At the onset of the pandemic, state and local governments needed modern solutions that gave government workers the right tools to maintain service delivery at a time when citizens depended on their governments most. Now, a year and a half into the pandemic, citizen needs are still continuously evolving.

On the Road to Modernization

According to recent research from MeriTalk, only 34 percent of state and local leaders were very satisfied with their organization’s ability to meet citizens’ digital service needs during the pandemic, and 82 percent agree that public services need to become intrinsically digital.

Some organizations are making progress, and the majority say the pandemic has accelerated digital government in state and local organizations by three years or more.

New Technology Solutions to Old Government Problems

To move forward, state and local organizations must use this moment as a springboard for digital action in various areas. Systems that can benefit most from digitization include healthcare, public records, social benefits administration, and tax processing.

State and local agencies must identify the core areas that need the most significant push to digital service and then commit to creating initiatives that support modernization including investing in new solutions.

Further, investing in a right-sized and efficient storage system like application containers for government can help provide a higher level of citizen services. Solutions delivered via an “as a service” model offer flexibility and agility while maintaining costs and allowing agencies to scale up or down without massive disruption.

Looking to the Future of Government Service Delivery

To adapt and continue to innovate in citizen services, state and local leaders must focus on building on the momentum of modernization while continuing to invest in scalable technologies like cloud computing and other flexible solutions with focus on digital delivery goals via electronic forms, mobile applications and digital processes.

By bringing users to the center of the digital experience, state and local governments can evolve services with citizens’ changing needs. In the current digital age, citizens expect to transact anytime, anywhere. They increasingly expect the same from their state and local governments.

Summarized from statetechmagazine.com

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