The road to digital transformation for municipalities

Digital services for government municipalities and their citizens

The implementation of a holistic eGovernment solution approach is about more than the economic increase of usage figures or image rejuvenation. Efforts should also focus on the need to support citizens in real-life situations where personal encounters are very limited. As the COVID-19 pandemic has shown once again, this situation can suddenly affect large parts of the population. On the way to implementing an eGovernment strategy, there are 3 sub-goals that should be targeted:

  • Digitalising Internal Workflows
    Evaluation and translation of workflows written on paper into digital workflows.
  • Optimising Customer Experience
    Implementation of new digital customer touchpoints e.g. digital customer portals, forms, apps, live chats.
  • Creating Efficiency
    Removal of redundancies, streamlining of routines, data quality improvement.

Digital services need to become a reality!

Although the number of smartphones worldwide has passed the 3 billion threshold and hundreds of millions of applications are regularly used in many different ways, most governments describe themselves as early-stage or developing stage in terms of offering digital services. In order to implement eGovernment services, accelerated implementation of digital components is required, which enables user-centred, seamless, and transparent service delivery. Classic applications for eGovernment services are portals and apps optimised for use on desktop and mobile devices. These could enable citizens of a region to digitally apply for new ID cards or passports, register new-born children, register cars, or specify a new place of residence.

In this context, data security and cybersecurity should be given special attention. Currently, only 20% of administrative websites in the European Union meet the current URL security standards.

With all these technical components, however, the human influence on a successful eGovernment strategy should not be forgotten. Ultimately, it is people who must be open to change in order to make it happen. To ensure this, the underlying reasons for change should be presented transparently. Furthermore, training programs or workshops can be used to promote and further develop the existing technical skills of employees.

Let’s digitally transform your company together!

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Let’s digitally transform your municipalities together!