Imagine if you could access every public service online.
Imagine if this was supported with great social customer service.
Where required you could also make an appointment any time with a real human.
Imagine if you had access to the data to inform decision-making when interacting with any public service.
In today’s episode I explore digital government and how and why this will transform your relationship with public services and how it will transform trust and engagement with our public sector.
Coming up in episode 57:
- > Benefits of digital transformation in Government
- > 6 features of digital Government
- > What countries are advanced when it comes to digitisation of their public services
- > I speak to Brian Chidester, Industry Vice President for Public Sector at Genesys and the host of The Government Huddle with Brian Chidester podcast
Column | Benefits of Digital Government
Firstly, let’s clarify digital government. What does it mean?
Digital government services (also called e-government) are defined as service delivery within government — as well as between government and the public — using information and communication technologies.
There are tangible benefits for both public service and the public by embracing digitisation.
- > Scaling the delivery of service by leaning into the automation provided by machine learning
- > Improved customer service by leveraging the insights from big data to identify pain points and citizen feedback
- > More time for leaders to be strategic as manual tasks are undertaken by apps, tools and software
- > Streamlining of services by moving to the cloud
- > Enhanced trust because of the transparency of service delivery
For the public:
- > A better public service; more responsive, more accessible, more timely
- > Access to our own data relating to our interactions with our government
- > Transparent delivery of public services
- > A more customer-focused experience, meaning less trips to offices, and waiting times on phones, replaced with fast-loading landing pages
- > Access to information any time, anywhere and on any device
Digital government makes sense for everyone. The shift to digital is definitely here to stay.
Consulting | Digital Government in Practice
The OECD has explored what best practice digital government looks like.
They have created the OECD Digital Government Policy Framework
Under the Digital Government Policy Framework (DGPG), a mature digital government:
- > is digital by design when govern and leverage digital technologies to rethink and re-engineer public processes, simplify procedures, and create new channels of communication and engagement with stakeholders;
- > is data-driven when values data as a strategic asset and establishes the governance, access, sharing and re-use mechanisms for improved decision-making and service delivery;
- > acts as platform when deploys platforms, standards and services to help teams focus on user needs in public service design and delivery;
- > is open by default when makes government data and policy-making processes available to the public, within the limits of existing legislation and in balance with national and public interest;
- > is user-driven when accords a central role to people’s needs and convenience in the shaping of processes, services and policies; and by adopting inclusive mechanisms that enable this to happen;
- > is proactive when anticipates people’s needs and respond to them rapidly, avoiding the need for cumbersome data and service delivery processes.
Findings show the promising yet modest progress towards robust digital governments, and encourage governments to step up efforts to use digital technologies and data strategically for user-driven public services.
Source: OECD (2020), "The OECD Digital Government Policy Framework: Six dimensions of a Digital Government", OECD Public Governance Policy Papers, No. 02, OECD Publishing, Paris, https://doi.org/10.1787/f64fed2a-en.
Some countries now have a dedicated Minister for Digital Government. Canada is one of those countries and its Minister is Joyce Shaw. She says her role is “integrate policy and innovative service delivery with IT management, as we work to digitalize and transform our services to Canadians. My role reflects the importance of doing a better job of serving Canadians.”
Meanwhile, our Government have a Digital and ICT strategy for Ireland’s public service.
Connecting Government 2030: A Digital and ICT Strategy for Ireland’s Public Service sets out an approach to deliver digital government for all, benefitting both society and the broader economy. The Public Service in Ireland must harness digitalisation to drive a step-change in how people, businesses, and policy makers interact, ensuring interoperability across all levels of government and across public services. We must ensure that in digitalising our public services we take a “user first” and “business first” approach. As a key reform initiative of the Department of Public Expenditure and Reform, delivering on Connecting Government 2030 will help achieve these ambitions. It will also drive the wider GovTech priorities as well as bring significant public value benefits.
Connecting Government 2030 sets out a framework within which all public service organisations can deliver their own digital commitments focussed on the targets set out in the Digitalisation of Public Services dimension of the national digital strategy, Harnessing Digital – The Digital Ireland Framework .
Interview | Brian Chidester
Brian Chidester is the Industry Vice President for Public Sector at Genesys and the host of "The Government Huddle with Brian Chidester" podcast. Formerly, Brian has held global government strategy roles at OpenText, Appian and S&P Global.
He is currently a Board Member for the University of South Florida - Muma College of Business, an advisor to the G20 Global Smart Cities Alliance at the World Economic Forum, and a member of the Forbes Technology Council.
Connect with Brian on LinkedIn
Subscribe to the Government Huddle Podcast on your favourite podcast platform
Follow Brian on Twitter @chidesterab
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What you will learn:
> Remote working policies for Government & Public Sector
> Remote working landscape in Ireland
> Global remote working trends that we can learn from
> Suggested remote working tools, apps and software
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