Technology

It’s been quite a long time since the government sector has taken technology into its hands. For many years, the government services were relying on human labor to carry on with routine works. But at a certain point, the functionaries realized that like many other industries, the government sector should also adopt technology to drive innovation and transformation within the country. Unfortunately, even after digitizing the system, customer experience in government services was a loose end that needed attention. As technology evolved, the government sector realized that they should give importance to customer preferences and choices in digitization.

Today, technology is everywhere. Without the digital touch, no business is ever fulfilled. It has a high profound role in driving optimization and efficiency across all sectors. Reliance on progressive technologies such as blockchain, artificial intelligence, robotics, augmented reality, and machine learning has helped drive sustained growth within the public sector. Government officials are increasingly taking ‘Policy is the technology and technology is the policy’ approach. Gartner’s list of strategic government technology trends is designed to help CIOs establish the rationale, timing, and priority of technology investments. As public services look to serve people 24x7, the digital mode is the perfect suit for the initiatives. But the government sector didn’t take customer experience seriously for a long time. We can’t blame them as well. Government services are not commercial. Henceforth, it took them very long to realize that customer experience also plays a big role in digitizing a process. Here are some of the government initiatives that could help them streamline technology in their working system.

Enhancing cloud computing

Cloud computing is the new trendy technology that is seeing high adoption in government services. As a result of the Covid-19 pandemic and lockdown, government officials started switching to the cloud mode of working. Already a lot of government documents were in the process of being digitized. But the pandemic accelerated the speed and made public services a quick adopter of cloud computing. When everything is available on digital modes, government officials can look into them right away without scrolling physical content. This saves both the official’s and customer’s time.

Embracing adaptive security approach

The best customer experience is not just providing them with the right service at the right time. It is also about providing security to their data. As more and more government documents are turning digital, an increasing number of people’s data is going online. This puts the data at a critical spot of being misused in case of a breach. Henceforth, in order to provide better service on security concerns, the government sector is taking up an adaptive security approach. Adaptive security treats risks, trust, and security as a continuous and adaptive process that anticipates and mitigates constantly evolving cyber threats. It acknowledges that there are no perfect protection and security needs to be adaptive, everywhere, all the time.

Bringing in a collaborative approach

Citizens are becoming more aware of technology. The number of tech savvy’s in the society is also increasing, leading to more expectations from the government sector. Henceforth, public services are taking a collaborative approach to streamline customer services. They work together to serve citizens effectively on programs and initiatives. Collaborative workflow is even required to link different government entities to improve programs and service or support initiatives. Governments that are able to share the resources, budget, and information within themselves can perform well with citizens. They can even solve big problems quickly with the collaborative approach.