5 benefits of digital transformation in government services
When it comes to digital transformation, it’s not just the private sector which can benefit from technological advancements and new ways of working. In order to keep up with public expectations for streamlined, efficient, and hassle-free services, public sector organizations must look to digital solutions to get the best value from public funds and deliver a better citizen experience.
What is digital transformation in government services?
Digital transformation in government involves the utilization of innovative technologies in order to deliver more transparent, cost-effective, and customer-focussed services to citizens at both a national and local level.
Combining innovative digital technologies with human understanding can enable public sector organizations to transform and streamline their services, driving better value from public funds and providing improved public services.
In the US, this is exemplified by the ‘No Wrong Door’ policy, which reimagines the delivery of health and human services, by taking a person-centred approach as opposed to a system-centred approach. The difference?
- A system-centred approach means providing access to services in a way which fits rigidly defined systems, typically multiple independent portals – one for each service.
- A people-centred approach means centralizing services through a single portal, so that citizens have a single entryway into the system, completing a single application.
Rather than serving legacy systems – making people fit the system – ‘No Wrong Door’ policy presents citizens with a single gateway before advising them on which services they’re eligible to access.
The benefits of digital transformation for governments
The ‘No Wrong Door’ policy is just one example of the benefits of digital transformation in government services. As with the private sector, digital transformation enables public sector organisations to get the best value from ever-tightening budgets, and deliver a better citizen experience. Here are five key benefits:
- Increased efficiency and productivity: Having a single source of truth, and clear oversight of documents and data can save valuable time when it comes to finding and updating information. Accessible data means users have the information they need when they need it the most. Document management automation can also help cut out repetitive tasks and streamline workflows, removing the need for things like manual data entry.
- Improved understanding of stakeholders: In a world of ‘Big Data’, it’s much easier to build a picture of both internal and external stakeholders and use this information to continuously improve. For example, with internal digital workflows, it’s much easier to identify bottlenecks and take action to remove them. Externally, website data and analytics can reveal valuable insights into how citizens use the site and where improvements can be made or where additional content is needed.
- Easier collaboration across the organisation: With documents and data accessible to everyone (with the correct authorization), every department has the latest version and the most accurate data. This reduces the likelihood of out-of-date information finding its way into a report, or the wrong details being held and duplicated across departments.
- Better decision-making through data-driven insights: Real-time access to documents and data means you always have the latest version. Out in the field, case workers can use mobile devices to check and update information, ensuring data is not simply stored and forgotten about – it’s actively used to inform better decision-making at every level.
- More dynamic and responsive public services: Simply bringing in new technology doesn’t constitute digital transformation. For transformation to be successful, it requires a deeper, cultural change. With people onboard, digital technologies can help organisations of every type become more agile, making them more able to adapt to changing priorities and the demands of citizens.
Making digital transformation happen
Microsoft for Government builds intelligent government solutions which feature robust security and compliance as standard.
Harnessing the potential of new and emerging technologies, it helps administrations find more sustainable solutions for the long term. And with digital transformation comes enhanced digital platforms and services to make dealing with the government easier and more accessible than ever before.
For public sector organisation already using with the Microsoft 365 stack, WorkPoint provides a seamless way to drive efficiencies through digital transformation, including:
- Centralized information
- Enhanced collaboration
- Streamlined case management
- Secure GDPR compliance and archiving