Government’s Guide to Digital Service Transformation

The phrase “digital transformation” has gained meaning and impact across all levels of government. In response to a global pandemic, new technologies are redefining typical citizen-government interactions – and include everything from cloud-based communications to digital self-service.

In the past, governments have faced unique challenges when working to adopt new technologies including legacy systems, limited budgets – even legislative mandates. Internally, staff members struggle to manage complex cross-department processes while citizens are affected by long wait times and unclear requirements. Many government leaders believed that shifting their services online would require a full rip and replace of their legacy systems and that innovating to provide better, enhanced services would take years to deliver.

A customer in the southwest region of the US is a prime example of how – even in the face of unique challenges and legacy systems – innovation can happen rapidly. In this guide, we’ll cover three levels of government services that were enhanced (in as little as one day), which led to high-impact results and better customer service.