The 4 Keys to Digital Government Transformation

July 18, 2018

By Kirsten Oelrich

Digital technologies have touched and transformed all aspects of human life in the last two decades. As governments across the world give up traditional models in favor of a more citizen-centric approach, digital is now playing a key role in another historic transformation – public service delivery.

Customers today expect government agencies to match the standards of private enterprises. As they rapidly switch from one digital journey to the next, they expect the same level of personalization and seamlessness across sectors. The only option for government agencies is to transform and fundamentally re-imagine their existing business models for a digital future.

But digital transformation starts from within. Government agencies must put their own house in order before they set out to conquer digital frontiers. Better collaboration, enhanced process management, seamless information sharing – these are just a few areas government agencies must address to become more effective and efficient internally.

How can state governments equip themselves for a fast-changing digital world and steadily work towards digital transformation? We believe their success will depend on addressing these 4 essential components of a digital government:

1. Unified Interfaces

Collaborative interfaces enable seamless information exchange among government departments. Enterprise search capabilities greatly strengthen the ability to find data across government departments and from external sources. Dashboards ensure that case managers have continuous visibility into the status of each case and can audit in compliance with policy and regulatory guidelines, and by improving visibility into duplicative and suspicious benefit alerts to employees for follow-up activities, fraud may be reduced. Portals and email tools greatly enhance accessibility, transparency, and accountability toward end users.

2. Content Management

Effective content management is critical to ensure that data is retrieved, added to the workflow, and examined in multiple formats from multiple sources for comprehensive decision support while maintaining control of versions, authors, and access. Advanced search functionalities can be particularly important for rapid response by ensuring content retrieval across sources and formats. By managing rights and permissions to create, edit, post, or delete materials and protecting intellectual property content management technologies, governments ensure compliance with privacy, transparency, and other regulations.

3. Process Management

Process Management plays the key role in streamlining workflows by automatically scheduling tasks that are to be assigned to employees who participate in the delivery of a service within an agency and across agencies. Task assignment will entail time required for each operation and provide rules to follow for maximum efficiency and compliance with regulation, forms, templates to be used, and queue management. When changes in the process occur, BPM can enable real-time document workflow adaptation, content that needs to be searched to complete the operation, and various employee levels of responsibility.

4. Record Management

With Record Management, you can replace paper-based records with electronic logging, indexing, classifying, meta-tagging, transferring, retrieval, and storage of information. Government employees who handle virtual case files will be able to access consistent and up-to-date information according to their levels of authorization. Retention policies can also be automated to ensure that the timing and types of storage support are compliant with regulations.

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