Rethinking the way citizen services are designed

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Most government IT solutions were created only with the intention of automating the back office and focusing on efficiency. Requirements were gathered from case workers and then converted into functionality. The resulting IT solution is entirely focused on the internal operating model. A similar approach has been taken with most government websites, which are often […]

Tres tendencias que impulsan la refundación informática de los servicios públicos

Aunque contamos con múltiples ejemplos de servicios digitales disruptivos en el sector privado (especialmente, en banca, hotelería y transportes), el sector público se ha quedado claramente rezagado. Sin embargo, a medida que la generación millennial toma cuerpo en la fuerza laboral y demanda más servicios públicos, los organismos de los Estados van a tener que […]

Three trends driving IT reform in the public services

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While there are many examples of the private sector delivering disruptive digital services, most notably in the banking, hotel and taxi business, the government sector has lagged dramatically. However, as the millennial generation comes into the workforce and gets to the point where they need to use government services more frequently, there’s a tremendous opportunity […]

3 steps to making IT a facilitator of proactive government

Government services have a reputation for being slow and clunky and mostly paper-based. But the advent of mobile phones, analytics and agile development now makes it possible to more proactively deliver easy-to-use digital services – both for citizens and, on the back-end, for government employees. I’ve found that these kind of citizen-centric services all count […]

6 steps for helping governments embrace digital transformation

Governments worldwide are struggling to digitise their processes and IT systems. Progress remains elusive because of a legacy of old, complex IT systems and bureaucracies that have built up over 30 and 40 years. More developed countries such as the US and the UK that were early adopters of IT now find themselves needing to […]

DXC at SXSW: Discovering what citizens want from digital government services globally

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Recently I had the pleasure of attending the South by Southwest (SXSW) conference in Austin, Texas. I went there to work with SAP Hybris to conduct research on how public sector organisations can better invest in digital solutions. SXSW is not your ordinary conference. The event, which takes over downtown Austin each year, is a […]

Despite digital transformation efforts, federal agencies yet to fully embrace identity management

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Enterprises in the private sector have undergone tremendous change in recent years — end user mobility, cloud, shadow IT, and substantial digital transformation — and federal departments and agencies have been no different. In the past few years e-government efforts have digitized and automated many ways citizens interact with local, state, and federal government.  Of […]