The way we want to engage our government is rapidly changing due to the advent of powerful smartphones and high-speed networks like 5G, which can enable people in remote areas to now access the government much easier. Gone were the days when we dread the long queues at the government offices, an effort that would have cost us unnecessary time and money.
For governments who are not able to leverage on cutting edge technologies to serve their demanding citizen's needs will soon find it difficult to compete with other digital governments who may already be adopting AI to drive their systems and processes.
Digital governments who are able to manage large amounts of data from their citizen’s engagements can start to develop insights for service improvements; or provide a richer network across the public sector to improve collaboration and cultivate innovation.
So what can non-digital governments do to transform themselves quickly?
Some would suggest starting with the basics by first understanding what is the current pains points and needs of the citizens and then decide to group the relevant government services around those needs. Governments in Singapore and New Zealand have been quick to accept their citizens as their customers and to serve them the same way any private company would. Satisfaction and customer experience are critical factors for consideration; therefore government services should be designed around the citizen that empowers them with personalisation, virtualisation, automation and self-service. This is better known as the citizen-focused mindset.
My personal opinion, start with the top man in the government to drive the change in mindsets to move from a service-focused mindset to a citizen-focused mindset and recognise shared accountability across the government officers to drive new value for their citizens.