6 Key Dimensions to Enhance the Digital Resident Experience
July 07, 2023 by Steve Goll
Digital transformations have impacted all facets of society, including the way governments serve the public. In the past few years, particularly during the pandemic, public sector organizations have made great strides in incorporating digital technologies to offer streamlined and personalized experiences to residents. As part of this modernization process, several key dimensions have emerged that provide a holistic approach to improving the digital resident experience.
The first key dimension focuses on centralized digital identities and access management. More than just a username-password duo, the objective is to create a unique and comprehensive digital user profile that is carried from agency to agency. Through a single sign-on, a resident could log in once to access services across various government agencies. There are myriad benefits of such a system — it can facilitate personalized interactions, speed up service delivery, and simplify the resident experience.
The second dimension concerns personalized web and mobile experiences. By tailoring online services to individual needs, preferences, and histories, governments can provide contextually relevant information and services, leading to increased user engagement and satisfaction. A resident reporting potholes could, for example, receive updates on planned road maintenance, fostering a stronger connection between the government and its citizens.
The third dimension is tied closely to the first and involves connected digital services and forms. By leveraging digital identities, governments can provide proactive experiences such as automated permit application systems that pre-populate forms with relevant information or suggest specific services based on past interactions or upcoming needs. This not only streamlines user interactions but also speeds up transactions, from application processing to tax refunds.
The fourth dimension, a centralized payments system, enhances the resident experience by simplifying transactions across government services. Again, through the benefits of centralized identities, residents can manage payments across multiple agencies. Imagine one system where a user can set up an automated recurring utility payment while simultaneously processing a one-time park permit fee.
The fifth dimension — cross-agency user interests and notifications — allows for a personalized, proactive approach to public communication. Systems can send reminders, alerts, or suggestions based on a user's profile and interests across different agencies and services, enhancing the overall resident experience.
The sixth dimension focuses on robust digital records and permissions. By centralizing and securing important documents for residents, governments can streamline access and management while ensuring data privacy and security. For instance, a user could access their licensing history or voter registration status from a single digital hub.
Moreover, these six dimensions form a solid foundation for meaningful data analysis. With a data analytics system, governments can draw valuable insights from the dimensions that can be used to further enhance the digital resident experience. By focusing on these dimensions, governments can pave the way for a more efficient, resident-centric digital future.