Public Sector

Digital IT transformation solutions and a citizen-centric approach service from Auxilium.

Within the public sector, there is a fundamental need to transform to meet the increasingly sophisticated expectations of citizens’ digital experiences. By taking a citizen-centric approach, individual outcomes will be significantly improved, and the delivery of public services will be more efficient and carry lower costs.

While digital transformation has been ongoing for some time in governments across the world, often efforts have failed to deliver to the public’s expectations. Citizens report they continue to feel frustrated by poor public sector websites and the frequent need to communicate with multiple parties to find an answer to their question or locate service they need. 

The result is declining citizen satisfaction and loss of trust in the government. Retaining citizens’ trust is essential. When citizens can readily and efficiently obtain the services to which they are entitled, their trust increases. When doing so is difficult, they lose trust.

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.

Strong human-centric design skills are essential.

Focussing on the citizen’s journey as they navigate through the system in search of a solution to their problem reveals how people rate their experience rather than how government agencies do. When the citizens’ journey is carefully managed, satisfaction levels improve. Holistic journey management is a much more effective approach than focussing on individual journey steps as has been common practice.

Rather than using technology to replicate existing public service delivery models, digital transformation leverages new and emergent technologies to create systems that deliver services in a significantly better way. Technologies such as artificial intelligence (AI), cloud computing, big data analytics, and the internet of things (IoT) are some of the essential elements.

But it’s about far more than technology

It’s about people and their experience. Citizens don’t care about the nuts and bolts. They simply need the public sector to deliver according to the expectations of the citizens they serve, which is why, at Auxilium,  we develop digital IT transformation solutions which are centred on the citizen, their needs, and their experience.

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