Building trust in Digital Government
There is a moment of trust every time a citizen engages with a government service. In that moment, their expectations are either met or not met and they have a perception about their government.
The issue and challenge for government agencies is to be more agile under the pressures of rising citizen expectations, shrinking budgets, and rising interaction complexity. To meet this challenge, the fundamental principles of government must evolve to embrace a digital government delivery.
Principles of Digital Government
A new service delivery should include the principles of:
- Openness, transparency, and inclusiveness
- Engagement and participation in policy making and service design
- Creating a data driven culture
- Protecting privacy and ensuring security
- A coherent use of digital technology across government transactions
- Appropriate and effective governance across government agencies
- Developing clear business cases tied to benefit realization
It is critical to unlock the power of Digital Government because, in the public service, a response to better service under budgetary pressure is to do everything the same but run faster and work harder. This is not only not practical, but unsustainable. The government service has to fundamentally change the way they deliver service.
Digital Government unlocks the potential for greater effectiveness, efficiency, innovation, and change at scale.
Starting with the principles of digital government gives way to a new operating model and a step towards delivering service in a changing world.
