But this is true only if customers take advantage of digital tools-if they find them easy and effective to use. Self-service digital tools allow government organizations to devote fewer resources to call centers, field offices, and other labor-intensive customer service operations. Once you sign up for the heating program, the system might offer you several other opportunities and even pre-qualify you for some programs based on the information you’ve already provided.ĭigital transformation, however, also benefits governments themselves. But if you entered a truly customer-centric environment, the system would know that people who can’t pay their heating bills might also need help buying food or finding transportation to medical appointments. When you enter the typical government services portal, you might find a page where you can sign up for heating assistance. Say you’ve heard about a government program that helps pay your home heating bills. Well-designed digital government services also give citizens new opportunities. Failing to meet that expectation can become synonymous with poor government service. Citizens increasingly want-and expect-the same service from government they receive from online retailers. The less time people must spend searching for information or filling out forms, the more time they can spend getting on with their lives. Citizens want outstanding digital service from their government for the same reason they want it from an online retailer, bank, or travel booking site: It makes their lives easier. Mechanisms that allow agencies to share data across the state enterprise.Īs with any mass provider of goods and services, a government can’t provide great citizen service without an integrated, digital workflow.A unique, uniform digital ID that grants agencies access to the appropriate data and services.An end-to-end digital experience developed from the customer’s point of view, accessible anywhere, anytime, and from any device.To deliver the customer experience their citizens want, states need to focus on three crucial elements: The 2017 Center for Digital Government survey identified some of the most significant obstacles: legacy systems, lack of qualified staff, poor procurement processes, security issues, inadequate funding, and current employee practices. Most states can’t do that today, largely because of the way in which they organize and govern digital technology: with databases that can’t communicate with one another, limited information sharing, and overly complex rules and protocols. It would be able to navigate the breadth of content to connect you with the right service or the answer you seek. This government platform would “know you” based on past transactions, and anticipate your needs. To provide the same seamless experience these companies do, a state government would need a robust digital platform offering the equivalent of one-stop shopping, making a range of functions available in a few clicks. 4Ĭlearly, there’s a huge gap between the service state and provincial governments offer today and that provided by companies such as Amazon, eBay, Uber, and Airbnb. 3 In another recent survey, state IT personnel and decision makers identified the most critical areas needing better digital capabilities these included health and human services, motor vehicles, employment, public safety, licensing, renewals, and permitting. In our digital government survey of state and local government officials, 73 percent believed their organization’s digital capabilities were behind those in the private sector. Many government officials, moreover, are entirely aware of this dissatisfaction. 1 Recent Gallup polls show that Americans continue to name dissatisfaction with government as the nation’s second most-important problem, after the economy. So why don’t most state governments offer anything similar? Citizens certainly want them.Ĭonsumer surveys indicate that satisfaction with government services has fallen to an eight-year low. Nobody is surprised that TurboTax offers to prepopulate your tax forms for easy filing. Many commercial online services offer this kind of customer experience-so many that we typically take fast, frictionless transactions for granted. When the transaction is complete, the system asks if you want to go next to your state’s health insurance exchange, in case your job loss left you in need of a new policy.
#Digital terrain model for michigan government pdf
This article is featured in Deloitte Review, issue 23Ĭreate a custom PDF or download the issue Subscribe to receive content from the Deloitte Center for Government Insights
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