Enhancing Access to Services in Local and State Government
July 07, 2023 by Steve Goll
We all know how easy online shopping and banking have become. Yet many government organizations find themselves at a crossroads, deciding how to best bring that ease, accessibility, and convenience to users of government services. In our Digital Government Guide to Modernizing the Resident Experience, the hypothetical scenario of a county court highlights a typical situation: an organization wrestling with the decision to modernize from on-premises systems to cloud-based solutions to improve resident engagement and access to services.
If this scenario sounds familiar to you, you're not alone. Many local governments and state agencies grapple with similar decisions. Here are some questions to inform your decision-making:
First, what are the limitations of your existing on-premises technology systems? The shortcomings might include inaccessible data, limited scalability, or an unfriendly user interface.
Second, how can you identify and prioritize the most impactful cloud features? For instance, implementing virtual services could improve remote access, digital payment options could increase on-time payments, and automated reminders could reduce missed appointments.
Third, how can you ensure that all your residents can access services? As digital solutions advance, it’s important to ensure equitable access for all residents, regardless of their socio-economic status.
Fourth, how can you address potential staff concerns and resistance to change? Successful digital modernization includes ensuring that employees feel supported and well-prepared for change.
Finally, how can you ensure that your digital modernization efforts align with broader regional or state-level digital government initiatives?
With these questions in mind, here are four places you can start:
- Migrate services to the cloud: Transitioning to cloud-based solutions can increase reliability, scalability, and accessibility, resulting in an enhanced resident experience and efficient service delivery.
- Address digital inclusion: Develop strategies to bridge the digital divide, ensuring that all residents, regardless of their tech-savviness or socio-economic status, can utilize services. This could involve implementing intuitive virtual solutions that can be accessed from home computers, mobile devices, or remote kiosks.
- Analyze your data: Gain insights using data analytics. Data can be invaluable for understanding user behavior and guiding your digital strategy.
- Manage change effectively: The success of any digital initiative depends on well-executed change management. Identify stakeholders, develop a clear communication strategy, build capacity, and manage resistance to change.
By addressing the questions above and following these starting points, local governments and state agencies can begin to pave the way for more efficient, accessible, and equitable public services.