How Technology Can Improve Government Services.


Climate change and economic inequality were prominent discussion topics at the World Economic Forum's recent meeting. This blog will examine ways governments can leverage private sector-developed digital technologies to provide useful digital services to people worldwide. These digital tools can assist governments in better understanding their constituents and achieving more effective outcomes.


Despite this, with a few notable exceptions, most governments lag behind the private sector in harnessing the power of digital. The World Economic Forum (WEF) recently dubbed governments "digital dinosaurs" in a report. Additionally, the World Economic Forum's 2019 Network Readiness Index indicates that the divide between growth in individual ICT use and government participation in the digital economy is widening.

If the government builds a future-proof public sector, it must reinvent itself.


Organizational structures, governance, processes, culture, and mindset, must be rethought of in the digital transformation process.

Additionally, this process entails realizing a broader vision for relationships and business models that will transform public services. Until then, governments will be unable to reap the benefits of digital transformation.


Customer Experience

Consumers now expect government services to be as personalized and responsive as private businesses. Governments must reimagine how digital technology can enhance citizens' end-to-end interactions with public services. As a result, policymakers and service providers must place a premium on the needs of citizens. The ultimate goal is to increase public trust in government, improve service quality, and improve citizen outcomes.


People increasingly interact with the government via social media and mobile platforms to report issues and provide feedback. Mobile services such as apps and SMS enable more convenient and targeted access to services. Additionally, citizens are encouraged to use these e-participation tools to contribute to decision-making, policy formulation, budget prioritization, problem-solving, and service design.


Governments can use advanced analytics to better use the data collected continuously from citizens and devices to improve service design and delivery.

For example, individuals who have scheduled online appointments with a healthcare provider may be referred to nearby support groups or exercise classes.


On government websites, chatbots powered by artificial intelligence can complete transactions and provide services to citizens. It can help improve urban planning by optimizing routes for transportation operators, reducing commuter travel time, and providing educational support to students based on their unique learning needs.


Governments must find long-term financing solutions for public services and infrastructure in an uncertain economic climate. With the assistance of digital technologies, new models of service delivery can be explored, allowing for improved resource management through more informed spending and the establishment of a direct link between funds allocated to programs and services and the outcomes for the public.


Public Value

It is possible to track how money is spent from the government's finance department to its spending department and finally to its delivery agency using blockchain technology. Increased spending transparency can benefit the allocation of public resources in various ways.

RPA enables increased speed and efficiency and greater adaptability to demand fluctuations or backlogs. Routine business processes can be automated with the assistance of a virtual workforce, freei