Delivering the digital state

William D. Eggers and Steve Hurst at Deloitte: “…Consumer surveys indicate that satisfaction with government services has fallen to an eight-year low. Recent Gallup polls show that Americans continue to name dissatisfaction with government as the nation’s second most-important problem, after the economy.

Many government officials, moreover, are entirely aware of this dissatisfaction. In our digital government survey of state and local government officials, 73 percent believed their organization’s digital capabilities were behind those in the private sector. In another recent survey, state IT personnel and decision makers identified the most critical areas needing better digital capabilities; these included health and human services, motor vehicles, employment, public safety, licensing, renewals, and permitting.

Clearly, there’s a huge gap between the service state and provincial governments offer today and that provided by companies such as Amazon, eBay, Uber, and Airbnb. To provide the same seamless experience these companies do, a state government would need a robust digital platform offering the equivalent of one-stop shopping, making a range of functions available in a few clicks. This government platform would “know you” based on past transactions, and anticipate your needs. It would be able to navigate the breadth of content to connect you with the right service or the answer you seek.

Most states can’t do that today, largely because of the way in which they organize and govern digital technology: with databases that can’t communicate with one another, limited information sharing, and overly complex rules and protocols. The 2017 Center for Digital Government survey identified some of the most significant obstacles: legacy systems, lack of qualified staff, poor procurement processes, security issues, inadequate funding, and current employee practices.

To deliver the customer experience their citizens want, states need to focus on three crucial elements:

  1. An end-to-end digital experience developed from the customer’s point of view, accessible anywhere, anytime, and from any device.
  2. unique, uniform digital ID that grants agencies access to the appropriate data and services.
  3. Mechanisms that allow agencies to share data across the state enterprise….(More)”