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How modern day technology is reforming citizen-centric services

Published on: Saturday, December 16, 2017

The world is witnessing an exponential change in the technology landscape. The role of technology in business has created tremendous opportunities in trade and commerce. As a result, business concepts and models have been reformed. The tech advancement has given rise to a new and better approach for performing business transactions in a faster, convenient and efficient way. Trending technologies like IOT, Artificial intelligence, Robotic Process Automation, analytics and mobility have flooded the economy with myriad opportunities to solve complex problems in a simpler way.

Just as technology has revamped interactions between enterprises and consumers, it has also remodeled touchpoints between a government and its citizens. Technology adoption in the government sector is all about finding new ways to enhance lives of citizens. Meeting the demands of tech-savvy millennials or the digitally enabled society led the government sector to harness the potential of digital technologies and data to fundamentally revitalize and transform the basic business model.

Here are a few ways in which government bodies have been using technology to reform their service delivery model:

  • Digital infrastructure via smart city solution

    While utilizing the key features of a robust smart city solution, government encourages the plan to build smart cities that provides high-end digital infrastructure and enable citizens to lead a better quality of life. Life in smart cities will be a lot different from what we are experiencing today. For instance, citizens in smart cities can expect an optimized comfort based on their body temperature, respiration and heart-rate. Other instance may include – virtual traffic managers, who can help the smart city to reduce the congestion on the road making it a hassle-free drive to work. This digital transformation is incorporated from solutions that offer intelligent business process management and seamlessly integrate with various IOT devices, sensors and external applications. The solution optimizes actions based on past patterns and events, resulting in enhanced operational efficiency and resource utilization.

  • National identity scheme via electronic identification

    To provide highly trusted domain for public services on different devices, the government has introduced the concept of e-ID or electronic identification. e-ID has positively impacted government by enhancing data protection and security methods and has created digital platforms that authorize payments for residents via mobile, tablet or any other online platform. Also, the engagement level with citizens has improved as the government can offer existing services, such as validating tax details on various platforms. Another, benefit of electronic identification is its propensity to be environment-friendly as there is a massive cut in paper use which ultimately leads to the reduction in cost, time, and energy involved in maintaining paper-based documentation.

  • Anytime, anywhere service via Mobility

    Globally, technology has been the biggest facilitator in embarking huge turnaround for both public and private sectors. To foster needs of a more connected society, the government has paved the way for mobility aka m-governance solutions, which have been the focal point for many organizations. Leveraging mobility, officials deliver uninterrupted and coherent services anytime, anywhere and from any digital device. This has further helped them to save time and resources while improving access to applications and productivity. Few other benefits are:

    • Increased security and data protection
    • Enhanced regulatory compliance
    • Improved backup and disaster recovery
    • Reduced operational costs and capital expenditures
  • Ruling out the possibility of server failures with Cloud computing

    With cloud computing technology, the Indian government is now able to attack its biggest issues of server downtime or server failures. The cloud computing service has enabled the government to use software, storage, servers as per the requirement from various service providers over purchasing them. Even if there’s an issue with a server from a particular provider, the department can switch to another provider for the same service without affecting the ongoing transactions. The cloud services can also help departments to handle the sudden increase in online traffic like when booking train tickets, filing Income tax returns etc.

  • Paperless working environment via e-office

    In the current state, digital drives us forward and government agencies across the globe are adopting a paperless office environment. e-Office is a step towards paperless and accountable administration. E-office automates and transforms day-to-day government operations like managing end-to-end correspondences, handling RTI queries, building consolidated knowledge repository, scheduling meetings to facilitating audits. With government opting for change management, there is a need to deploy systems, addressing current business needs but also scalable to fulfill future requirements. With BPM as the foundation, government bodies can connect their systems, processes, people and things.

While much progress has been made by the government, the real potential of the digital economy still remains untapped. Government bodies must harness the true power of digitization to build a future roadmap for a truly empowered nation.