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How EY can help
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Our Government & Public Sector teams help governments transform their digital approach to improve citizens’ experiences. Learn more.
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2. Inclusive digitalization
Digitalization is needed to deliver the rapid transformation of public services that will provide citizens the same level of service they get from the private sector. But they must do this in a way that levels up society and ensures that no groups are left behind.
Investment in high-speed digital infrastructure, including broadband and 5G networks, must provide connectivity in all parts of a country. Governments can also help provide devices (such as laptops and tablets) to get people online and run programs to improve people’s digital literacy so they have the skills and confidence to interact with digital services. But they will also need to ensure that those who are not digitally connected have alternative ways of accessing services.
Citizens already confident with technology have heightened expectations for service delivery, in terms of quality, speed, convenience and value for money. Governments can meet the needs of these citizens through several measures:
- Unique digital IDs that allow citizens to gain easier access to a range of services through multiple digital channels
- Smart portals and mobile apps that provide one-stop access to multiple government services, as well as push timely messages and updates
- “Tell us once” services so people don’t have to refill their personal data online for different government transactions
- Integrated digital platforms that enable data sharing across different government systems, to create a complete view of the citizen and organize services around people’s needs and life events
- Full, digital end-to-end fulfilment of service requests that enable speedier delivery
- Conversational platforms, such as AI-powered chat bots, to interact with citizens, rapidly resolve queries and complete transactions
- A true omnichannel experience, allowing people to access services on a variety of platforms using a range of devices
Design thinking, customer experience labs and data analytics will help governments design their services to make each touchpoint better, faster and more efficient, and to move toward more proactive and even predictive service delivery.