New researches show that COVID-19 drives digital transformation in government. True, the last few months have been challenging for all of us.
The pandemic tested government service and communication capabilities. But at the same time, it made them realize that they need positive changes.
In this article, we will consider a recent survey. Participants included 1,490 government officials and citizens across the U.S.
By learning about this, we will learn the biggest challenges of the government. Then, we will discuss how digital transformation helped them.
Read on to learn more.
Digital Transformation in Government Are at an Inflection Point
COVID-19 brought unexpected challenges. For one, it increased citizens’ expectations.
So, digital transformation in the government became imperative to them. Officials also believe that COVID-19 expedited digital transformation at their organization.
Other challenges include:
- demand for assistance (28%)
- digital services (41%)
- citizen confusion (25%)
- citizen frustration (30%)
Today, both government officials and citizens want new ways to operate. In fact, citizens want more online services. So, they can still do something while being at home.
All the while they want simpler processes. For example, getting taxes paid automatically through an application.
Fortunately, the government realizes that need. Almost every official believes that they have to advance in their technology.
For years, many local agencies wanted to become digital. But, they faced obstacles, such as:
- limited budgets
- bureaucratic processes
- legacy systems
New Challenges Create New Opportunities for Digital Transformation
Challenges didn’t stop governments from doing what they can. It actually even provided opportunities to transform.
One biggest motivation for this is to serve citizens better. Another is to give transparent communication amidst the pandemic.
States like Oklahoma even made this possible. Now, they have unemployment applications process online in just 48 hours.
Below are the three major opportunities brought by COVID-19:
Citizens now turn to the government for information. For example, traffic to government websites surged.
Email and click rates of officials also spiked. Still, they need to improve when it comes to civic engagement. And they can do so if there are online ways.
New York is one city that has heightened engagement with citizens. What happened?
Governor Cuomo used his email newsletter. Then, he asked more than 500,000 residents with medical skills to volunteer in hospitals. As a result, they recruited 40,000 volunteers.
Citizens of all ages also expect services to be more simple. Aside from that, they want it to be available online.
So, governments ramp up their efforts. For example, they moved the following services online:
- driver’s license renewals
- permit applications
- unemployment online
Of course, more and more services will be available soon.
We also face the threat of fake news about the COVID-19 pandemic now. In fact, it’s referred to as an “infodemic.”
So, governments now work hard to replace unreliable sources. And they do so by communicating consistently.
For example, they send an email and social media notifications to residents within a matter of hours. Then, they launched a web page with updates about the virus.
WalkMe, a digital adoption platform, also has solutions that can help organizations with their digital transformation efforts. For more information, visit WalkMe and learn about their services.