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Does Digital Transformation = Experience Driven Government? (Part One)

Today, citizen expectations for digital government services are at an all-time high. One could argue that consumer expectations are also massive, so the expectations of governments tracks. High on the list is dealing with legacy systems that can only sometimes meet demands.

Digital transformation in local government initiatives is the response to providing a unified portal integrating single access across various program services to provide more efficient and effective outcomes. The technical capabilities of systems such as Laserfiche have vastly improved, making it easier to eliminate legacy debt rather than adding to it. This and organizational change management will foster a new way of working for government IT.

What is Experience-Driven Government (EDG)?

Also referred to as CX 2.0. Federal, state, and local governments have vastly improved resident experiences over the last decade. Simultaneously, there’s a massive rise in data and expectations for digital transformation. Mandates continue to be issued.

EDG is a framework for modernizing service delivery and improving the resident experience. Better outcomes will emerge, such as delivering the correct information to the resident from the comms channel of their choice. EDG sets us up to increase the scale of this service delivery and is enacted in real-time.

One issue that may cause discomfort is that while the public may want a personalized experience, they may not wish to share more of their data in order to provide this type of digital engagement. Trust in governments is at an all-time low, and we don’t see that changing any time soon.

A place to start would be modernizing one department, such as the clerk’s office, for records requests and then extending the methodology and website design across other departments. As trust in government grows, they can ask for more constituent data to help drive improved digital journeys.

Building a unified constituent profile ensures, for example, that users don’t have to type their addresses into multiple agency websites. By personalizing the experience and gaining trust over time, governments can deliver significant time savings, cross-agency service delivery, and economic impact. These foundational elements set the stage for a successful EDG deployment.

What are the elements necessary to have in place? Stay tuned for our next post!



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