When it comes to accessing government services, citizens want the same seamless, online experience that they are used to with commercial enterprises. However, some interactions send people from pillar to post, reducing their trust in the government along the way.
But modernising IT systems isn't just about upgrading technology. Organisational change must happen, too, which includes investing in digital skills and change-ready working styles.
A future-fit workforce
Government services are walking a constant tightrope between meeting citizens' needs and navigating geopolitical forces. At the same time, they may face a shrinking labour market with a lack of available skills.
As the working-age population shrinks, it's never been more important to attract and retain the right talent. This not only drives transformation but also helps sustain basic services and prevent 'brain drain' as older employees leave the workforce. The most digitally literate employees - Gen Z government workers - were found to be most difficult to hold on to, with an EY report showing that 38% of this group planned to leave their jobs within 12 months.
These shifting demographics, while challenging, also present an opportunity to shape the workforce of the future. Solutions can include offering flexible work arrangements and continuous skill-building opportunities, while increasing diversity and autonomy to build empowered self-directing teams. Finally, the majority of Gen Z and millennial employees say that a sense of purpose is important to their overall job satisfaction, so make sure that you give a clear impression of how your organisation contributes to society.
People-centered digital experience
Now that you have a diverse, flexible, and highly-skilled workforce in place, what about your processes and systems? Do they make it easier for citizens and businesses to access your services? Organisational change must go hand-in-hand with modern IT systems and channels to truly gain customers' experience and trust.
Yves Claes, Director Public Sector for Belgium, says: "In today’s digital world, services should be designed around the needs and behaviours of citizens rather than around the structures and systems of government institutions. The good news is that new digital technologies make building this citizen-centric experience possible."
Top tips for building a user-centric experience:
- Offer an 'omnichannel' experience across all your digital channels, whereby users only need one login for all government services
- Deploy an IT infrastructure that is compatible with third-party cloud platforms, offering flexibility and security for citizen-facing interfaces
- Choose a modern CRM system that allows your organisation to access all service users' communication history in one place, facilitating efficiency and information-sharing across departments.
In order to gain the most value from these systems, sound data governance is crucial. Citizens want to know that their data is being used and stored ethically and compliant with all relevant regulations. At the same time, the better the quality of your data, the better your decision-making capabilities and understanding of your citizens' needs.
Ready to start the journey?
We understand that public sector departments are under pressure to deliver more value at the same or lower costs. With the right tools, talent, and mindset, governments can
navigate the continuously changing technology landscape and protect our democratic societies, preserving resources and value for the generations to come. Download our whitepaper to learn more about creating your future organisation.