Digital transformation public sector has become a need in this pandemic-stricken world. And the digitization of citizen service is vital.
The rise of COVID-19 has risen the pace of digital transformation. And this is true with different companies from different sectors.
And this is also true in the public sector. They are pouring ideas needed to meet the citizens’ needs while making sure of their safety.
So, how is the digital transformation in the public sector in the face of the pandemic?
Digital Transformation Public Sector in the Face of Pandemic
The main focus of the public sector is to limit human, social, and economic loss. So, this means more pressure for its IT teams.
This is because they now need to use digital channels more than ever. So that they can inform and serve their citizens.
Also, more services now need to go all-digital. Raising the need for efficient back-end systems.
So, what changes are we seeing in the public sector today?
Rising Digital Usage
As mentioned, there is now a need for more efficient digital services. This is to continue government transactions while keeping citizens safe.
And this need will only continue in the coming months.
Thus, the adoption rate for these public-facing digital services is rising. It has been even before the pandemic, but the rise became more rapid because of it.
In one survey in the UK, there is a 350% rise in the usage of their public site.
Also, because of the pandemic, more services became available online. Services like welfare, public safety, to healthcare.
As a result, non-digital channels are taking a backseat. With more citizens preferring doing transactions online.
Additionally, public officials are seeing more ways they can better this. And they are focusing on bot-assisted omnichannel experiences. This is for:
- seamless integration with digital and call center channels
- AI-assisted risk analysis and profiling of interactions
New Ways of Working
The way public servants work together with different departments is changing. And this is the result of work-from-home requirements.
More and more agencies are becoming familiar with video conferencing. As well as collaboration tools available.
Thus, agencies, especially those resistant to change, are pushed and have no choice.
But these changes gave good results. The public sector saw better efficiency and delivery with digital agile projects. This is because of the use of collaboration techs and processes.
Opportunities in the Cloud
Because of the rise of digital usage, the public sector needs to ensure:
- managing scale
- operational efficiency
- taxpayer value for money
Then, to give high-quality services, they need to adapt to changes and risks.
So, this is why cloud-based software as a service (SaaS) is crucial. This is because it can scale and reduce costs. As well as simplify integration of digital services, automation, efficiency, and better interactions.
As a result, more government buyers are jumping into the cloud. But, there is a need for them to focus on disaster recovery. And not only raising their cloud uses.
While there is still a lot to learn, the public sector is getting better.
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