Remember what is like to stand in line to get a new passport issued, or a driving license renewed? In some countries it was an all-day activity! Then digitization came along in several phases, and it took all of those phases for digitization to evolve and for everything to function well. There are many benefits for governments to digitize their services to meet the evolving and varied rights and expectations of citizens and businesses. Digitizing can be used by governments as a framework to set their priorities, by completing comprehensive digital transformation that boosts the efficiency, responsiveness, and quality of government services. I don’t think anyone can disagree that this improves the quality of life of every citizen.
Citizens overall prefer digital services and remote interactions with government services. Another consideration is that digital services can also empower citizens and broaden their engagement with government on a personal level. On a business level, digital application to government services can streamline and make dealings convenient and efficient. Once that is in place, then the race begins, and businesses feel compelled to keep up and digitize more quickly, which helps to streamline their business, and support its growth.
Globalization and Digitization however, bring on a whole other set of considerations including making IT systems vulnerable to attack. New services marketed by governments via a digital channel need to be properly marketed and can be used to cultivate trust between the parties. Citizens need to know that the government can be trusted to handle their data securely. They also expect to know that the service benefits them directly – rather than just saving the government money. It is always a relationship.
In order to have a model for digitizing government services, a key component is determining the legislation, regulations and confidentiality requirements that are involved in data collection and sharing. Data security must be a key component when planning these services and must be incorporated into all digitalization initiatives. There is the added expectation that staff should be trained and knowelageable when information sharing is mandated, permissible or prohibited.
If you need help with government initiatives that need to be made internationally legal and secure contact CyberDome for more information.