Repurposing digital techniques
While repurposing digital techniques developed by successful e-commerce operations and digital marketing in an attempt to provide governments with faster, efficient, and more cost-effective solutions can be part of the answer, in itself it isn’t enough. Focusing on just part of the solution such as a website, social media or an app fails to account for the big picture. While people expect the kind of comfortable experience they are accustomed to on platforms such as Amazon and Facebook, they need more.
A citizen-centric approach to digital IT transformation is necessarily holistic. It needs more than merely importing private sector practice into the public sector. It must focus on the citizen from start to finish, with citizen experience as the primary driver.