Whitepaper

Wie der öffentliche Sektor digitale Akzeptanz vorantreiben kann: 3 Herausforderungen und Chancen

Introduction: Government at a digital crossroads

As technology continually shifts the landscape of the world we live in, both private and public sector organizations alike face a growing challenge to provide services through digital channels and quickly adapt to changes in society’s expectations. IT modernization initiatives will likely accelerate as organizations prioritize the customer experience, but will these modernization efforts deliver the change they promise?

The COVID-19 pandemic transformed how organizations engage with both employees and its customers. Interactions and processes that once occurred face to face, transactions that previously took place in person or on physical paper, and countless other touchpoints shifted to the digital sphere. With that shift towards digital came challenges, but also opportunities.

In December of 2021, the White House released an executive order that focused on “transforming federal customer experience and service delivery to rebuild trust in government.” It came at a crucial time. The digital transformation of work and business continues to accelerate in the wake of the pandemic, and it’s now impacting government at every level—federal, state, and local. By necessity, software is more important than ever to drive value for government employees and citizens. Software is now the primary means through which to accomplish key workflows, transactions, and processes.

If these efforts are to deliver the change they promise, there are three key challenges facing the public sector that must be addressed when it comes to digital transformation:

  • User experience: How can government agencies improve the digital experiences of employees and customers alike? What are the key steps to take, and how can feedback from employees and constituents help make digital interaction with government better?  
  • Equity: Agencies need to make sure digital transformation meets all stakeholders where they are. How do they create a reality where all groups, including traditionally underserved ones, have equitable access to and experiences with the new digital touchpoints and processes? 
  • The right key performance indicators (KPIs): With digital transformation comes the need to measure things differently than in the past. What are the right metrics, both employee- and customer-facing, that the public sector should be prioritizing and tracking, and how should they go about measuring them?  

These three challenges are all connected to one another, of course. Each in its own way is a reflection of a new reality: the necessity of engaging through digital channels. For better or worse, every organization—government included—is now a software organization. By taking the right steps, the public sector can ensure it’s for the better. 

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