The Need for Digital Adoption in the Public Sector

A solution to rebuilding trust with constituents is to meet and deliver services online to make facilities and services more efficient.

FREMONT, CA: According to research, 87 percent of people would increase their level of trust if they had a better digital government customer experience. With a mandate prioritizing digital transformation of constituent services, the federal government agrees and is taking the lead. In addition to improving customer and employee journeys, public sector agencies can uplevel their digital offerings without completely overhauling existing systems, which is good news.

Using agile technology could change government experiences for the better. Here are some challenges the government sector faces.

Modernize legacy government IT solutions: Inflexible, costly, and sometimes unreliable technology makes up 80 percent of the US government's IT budget. Before ripping and replacing legacy systems, clarifying how much money has already been invested is important. At the same time, legacy tools can't adapt fast enough to rapidly changing societal needs and are not optimized for mobile.

As a result, public sector organizations need agile government IT solutions and technology to unify teams on a single platform to modernize legacy systems and preserve the vast amounts of crucial data they hold. Using low-code solutions, they can rebuild traditional on-premises systems in a fraction of the time and cost. API, connectors, and templates are important to organizations to save time and money. Public servants can provide intelligent, personalized experiences to their constituents through a shared understanding of their constituents. The public sector has stringent security requirements worldwide, so this approach meets these requirements. Furthermore, security requirements can be embedded in all development lifecycle stages so customers can confidently evolve. This includes multiple sources of control, so there can be no single point of failure.

Improve the citizen experience: When citizens interact with public sector organizations, those preferences don't just disappear when they prefer streamlined experiences they get from on-demand brands they trust. Digital government services are expected to meet the standards of leading private sector institutions by three-quarters of government customers. However, only 12 percent of customers say digital government services meet their needs. Seventy percent of users reported having problems using government digital services in the last few months. One of the most important improvements governments can make is to make agency websites and apps easier to use, according to 51 percent of Americans. Towards this goal, governments must ensure that online and mobile services are connected and consistent with what happens in person and on the phone. Eighty-two percent of customers prefer guided self-service online.