Inside Governments’ Digital Transformation

Governments across the globe, and especially many closer to home, are trying to quickly adapt to the growing digital savviness of their citizens. Such evolution is a necessity because if they want to match up to becoming a Smart City, they need to offer ‘smart’ services to its citizens to keep them satisfied.

The question that every public service IT leader needs to ask is: are our services ‘smart’?

Some of the most common conversations I have with government clients revolve around how citizens expect to be treated as though they were the customers of a brand. That is because in modern life citizens have grown accustomed to the experiences delivered by the private sector, and therefore expect the same quality and standard from government agencies.

Traditionally, government agencies have offered “off-the-shelf services,” but today, we are starting to see increasingly citizen-centric services designed to anticipate, understand, and meet needs across the different stages of the citizen’s lives. That is what it means to be ‘smart’.

The trouble is that most organizations tend to blur the lines between digital and digitized services and as a result falling short of full digital transformation. I will tell you what I usually say…