A recent article in GCN suggested that the COVID-19 pandemic has accelerated digital transformation in virtually every corner of society, including government offices. We certainly hope so, as the government sector has oftentimes lagged the corporate environment in using appointment scheduling, booking, and queuing solutions.
Government offices have recently been forced to innovate. Historically, they’re aren’t known for their ability to change quickly. However, there are glimmers of hope that agencies can make the most of technology, and may finally embrace the “new era of digital service delivery.”
Here are the ways in which government agencies can make the most of new technology and fully embrace the new era of digital service delivery:
- Audit the existing system. Agencies can’t plan where they’re going until they know where they are, which is why any major process initiative must begin with a thorough audit of existing systems. How is information processed? Where are the services bottlenecks? What data is available, and what data should be accessible? These are just a few of the questions that should guide the auditing process.
- Consider the human element, not just the technology. Changes should not just be about improving or advancing technology but about improving the user experience. One area to consider is how long customers spend waiting in line for service. This doesn’t just affect the agency’s throughput; every minute someone spends waiting is a minute they could be doing something else. In other words, reducing wait times improves customer experience.
- Treat change as a process, not an outcome. The changes government made in 2020 may have felt major, however, agencies need to think of change as an ongoing process. Maybe social distancing restrictions forced a change to a virtual appointment system. But that’s not the end of the journey: in many ways it’s just the beginning.
Read the entire article at GCN Magazine The future of government service delivery is already here
