Digital government

Thinking digital first lies at the heart of faster and better service delivery. Some of the things citizens want are consolidated IDs, digitally available permits and information, as well as digital applications and approvals. Other benefits? Efficient and cost-effective processes.

United Kingdom | Digital Service Standard
 

The United Kingdom’s Digital Service Standard is a set of criteria that digital teams building government services should meet. It aims to provide digital services that are so simple and convenient that all those who can use digital services will choose to do so, while those who can’t aren’t excluded.

Citizens want to use their mobile devices to access services on the go, from submitting applications to accessing information. A mobile government provides localized services that add value to the user, such as sending road condition updates or creating a specialized mobile app that allows users to prepare for their driver’s licence test. Full integration with online services is key for a seamless citizen experience.

Ontario | Responsive web design
 

Residents can now receive many of Ontario’s online services with a consistent user experience across desktop and mobile devices. Using a responsive web approach allows the Government of Ontario to tailor routine transactions to the mobile form factor while using existing web technology investments.

Citizens are used to accessing services on any device at any time. By enhancing multi-channel capabilities, governments can provide services through various channels, including mobile, website, branch, phone and even watches. Applications can be started and fulfilled on different channels. This approach also helps foster trust and encourage digital adoption.
 

Abu Dhabi | Contact centre
 

Abu Dhabi Systems and Information Centre’s contact centre is one part of a multi-channel approach that also includes mobile apps. It builds on the technology and information of Abu Dhabi’s digital government portal to provide services through other channels.

Citizens tell us they are willing to share their tombstone data across ministries and levels of government to get customized services. Governments can use artificial intelligence (AI) to analyze customer data and public service metrics so they can make better decisions and focus on delivering the right services to the right people at the right time. The combination of human input and AI can take personalization to a new level.
 

Boston | CityScore
 

The Mayor of Boston has introduced CityScore, an initiative that combines key performance metrics into one number to inform city leaders about the comprehensive health of the city in real time. CityScore brings together data from across the city, measuring everything from emergency service reaction times to garbage pickup times.

Citizens are demanding to stay informed about the performance of government services, and they also want to know the status of their personal applications and permits on the go. Allowing access to this information will increase transparency and improve service delivery. It will also reduce citizens’ calls and visits.
 

Edmonton | Open data dashboard
 

The City of Edmonton is using an open data dashboard to publish and report on civic targets. With standardized open data powering the dashboard, residents are able to generate reports that are meaningful to them. Detailed data about transportation, livability, the environment, urban form, the economy and finances is available.

Governments have critical information on their servers, and the amount of information will continue to grow in the digital world. Today, cyber attacks are becoming more frequent. To reduce risk, AI can be used to predict incidents and make sure preventative measures are put in place. Protecting data and reassuring citizens that their data is secure is critical and will help enhance trust across your network.
 

New Brunswick | Cyber innovation hub
 

The Canadian Institute for Cybersecurity, located in New Brunswick, is a partnership between academia, government and industry. The institute trains highly skilled cybersecurity professionals and provides leading-edge research focused on developing and implementing innovative approaches to cybersecurity challenges.

To give citizens the digital and quality service delivery they are looking for, operational excellence and efficiency are key, supported by the right technological tools. Realize your potential by focusing your investment on the right organizational transformation journey to fuel growth and collaboration.
 

Norway | A mailbox for every citizen
 

The Norwegian government has set up a system in which every citizen can have their own electronic mailbox, enabling government agencies and businesses to deliver notices and bills electronically. Norway has helped set the stage for one of the most innovative eGovernment initiatives in the world.