The digitalization of the public sector is key to reconnecting with citizens, according to a report

The digital transformation must be “the great transforming axis” of the relationship between Public Administrations and citizens and is considered by experts as a “key” element to be able to reconnect with them, as concluded by the report ‘Digitalization at the service of citizens’, prepared by Amazon Web Services (AWS), NTT DATA, Genesys and Salesforce .

The study warns that, although the transformative power of technology and digitalization is more than evident in today’s society, with thousands of companies reporting multiple benefits, in the field of Public Administration “there is still a way to go.” In this sense, he advocates interoperability and the creation of a single digital identity as priorities to modernize the relationship between citizens and Administration.

The report also seeks to demonstrate that there is “the will, the technology and the knowledge” to advance digitalization. Thus, he gives as examples the Digital Account of the Community of Madrid, that from the website or an ‘app’ allows you to carry out procedures, access cards and certificates, as well as personalize services; the Digital Agenda 2022-2027 of the Region of Murciawith public and private investment estimated at 1.5 billion euros until 2027; he new model of citizen attention of Social Securitywhich unifies care and management; or the modernization of the Post Office payment system, to centralize its management and offer advanced services, especially in rural areas.

PUBLIC-PRIVATE COLLABORATION

Furthermore, the report highlights public-private collaboration as a key driver to maximize the impact of technology and innovation. Thus, he emphasizes that joint work “facilitates the creation of more agile, personalized and accessible services“, improving the experience of citizens in their interaction with the Administration.

In this sense, one of the points that is most influenced is the need to redesign public services with a people-centered approach. This implies reduce unnecessary procedures, avoid duplication of information and guarantee that services are clear, agile and adapted to the needs of citizens.

However, there are still a number of regulatory challenges to those that the public sector faces when addressing the digitalization of its services. The report points out that laws such as those that regulate public procurement or data protection, in their most restrictive interpretation, “make the implementation of new digital services difficult.” Therefore, it is proposed to adapt these regulations so that they are tools that promote modernization, allowing more flexible and accessible processes.

AI, DATA MANAGEMENT AND OMNICHANNEL

The use of technologies such as Artificial Intelligence (IA), el ‘machine learning’ (ML) o data analytics to guide the decision-making of public bodies also occupies a prominent place in the report, understanding that these tools can drive significant improvements in the provision of public services. For example, in healthcare, AI can anticipate disease outbreaks by analyzing epidemiological data, or in security, AI algorithms can study previous incidents to allocate resources more efficiently and prevent potential risks.

Another point discussed is citizen data managementin relation to aspects such as security and interoperability. Administrations handle large volumes of personal information and it is crucial that they do so efficiently, securely and ethically. At this point, it is essential that the public sector incorporates adaptive security models with technologies that allow rapid detection and response to this type of incidents. On the other hand, interoperability facilitates integration and collaboration between different platforms and databases, an aspect that is key when, for example, a citizen has to present the same information to different branches of the Administration.

Among the challenges facing the public sector for its digitalization, the report also mentions omnichannel, to facilitate access to services from multiple channels in an integrated and fluid way; leadership and the need to incorporate the profile of the Chief Transformation Officer (CTO) in the Administrationto lead the process; and communication through simple and effective language of the benefits that these digital services provide to citizens.

Finally, the study exposes the importance of creating a single digital identity that unifies the interaction with all Administrations since, currently, “The fragmentation of systems and credentials creates confusion and hinders the user experience.” A solution of this type would not only facilitate procedures, but also strengthen citizens’ trust in digital services.

In short, the report shows that The technology to bring the public sector closer to the citizen already exists, But it is necessary to create the right scenario to make the leap to digital Administration. This involves “promoting collaboration between companies and public organizations, redesigning services by putting citizens at the center of decisions and modifying regulations that hinder digitalization,” the document concludes.