Digital government

7 trends in digital government

Seven trends in digital government

Citizen expectations are constantly shifting as they’re looking for increasingly personalized and seamless experiences. Becoming a truly digital government will help meet their expectations.

Governments in Canada can do more by harnessing the right business expertise, technology and talent to build trust and transform. It’s no longer the question of, “Do we transform?” It’s now, “How do we transform?”

It’s time to turn your digital government visions into reality. And the first step is to take a close look at digital trends that will help you get ahead.

1. Digital-first mindset

Thinking digital first lies at the heart of faster and better service delivery. Some of the things citizens want are consolidated IDs, digitally available permits and information, as well as digital applications and approvals. Other benefits? Efficient and cost-effective processes.

Digital government done right
United Kingdom | Digital Service Standard

The United Kingdom’s Digital Service Standard is a set of criteria that digital teams building government services should meet. It aims to provide digital services that are so simple and convenient that all those who can use digital services will choose to do so, while those who can’t aren’t excluded.

2. Mobile now

Citizens want to use their mobile devices to access services on the go, from submitting applications to accessing information. A mobile government provides localized services that add value to the user, such as sending road condition updates or creating a specialized mobile app that allows users to prepare for their driver’s licence test. Full integration with online services is key for a seamless citizen experience.

Digital government done right 
Ontario | Responsive web design

Residents can now receive many of Ontario’s online services with a consistent user experience across desktop and mobile devices. Using a responsive web approach allows the Government of Ontario to tailor routine transactions to the mobile form factor while using existing web technology investments.

3. Omni channel

Citizens are used to accessing services on any device at any time. By enhancing multi-channel capabilities, governments can provide services through various channels, including mobile, website, branch, phone and even watches. Applications can be started and fulfilled on different channels. This approach also helps foster trust and encourage digital adoption.

Digital government done right
Abu Dhabi | Contact centre

Abu Dhabi Systems and Information Centre’s contact centre is one part of a multi-channel approach that also includes mobile apps. It builds on the technology and information of Abu Dhabi’s digital government portal to provide services through other channels.

4. Unlock data possibilities

Citizens tell us they are willing to share their tombstone data across ministries and levels of government to get customized services. Governments can use artificial intelligence (AI) to analyze customer data and public service metrics so they can make better decisions and focus on delivering the right services to the right people at the right time. The combination of human input and AI can take personalization to a new level.

Digital government done right
Boston | CityScore

The Mayor of Boston has introduced CityScore, an initiative that combines key performance metrics into one number to inform city leaders about the comprehensive health of the city in real time. CityScore brings together data from across the city, measuring everything from emergency service reaction times to garbage pickup times.

5. Tracking & transparency

Citizens are demanding to stay informed about the performance of government services, and they also want to know the status of their personal applications and permits on the go. Allowing access to this information will increase transparency and improve service delivery. It will also reduce citizens’ calls and visits.

Digital government done right
Edmonton | Open data dashboard

The City of Edmonton is using an open data dashboard to publish and report on civic targets. With standardized open data powering the dashboard, residents are able to generate reports that are meaningful to them. Detailed data about transportation, livability, the environment, urban form, the economy and finances is available.

6. Cybersecurity & privacy

Governments have critical information on their servers, and the amount of information will continue to grow in the digital world. Today, cyber attacks are becoming more frequent. To reduce risk, AI can be used to predict incidents and make sure preventative measures are put in place. Protecting data and reassuring citizens that their data is secure is critical and will help enhance trust across your network.

Digital government done right
New Brunswick | Cyber innovation hub

The Canadian Institute for Cybersecurity, located in New Brunswick, is a partnership between academia, government and industry. The institute trains highly skilled cybersecurity professionals and provides leading-edge research focused on developing and implementing innovative approaches to cybersecurity challenges.

7. Efficiency is key

To give citizens the digital and quality service delivery they are looking for, operational excellence and efficiency are key, supported by the right technological tools. Realize your potential by focusing your investment on the right organizational transformation journey to fuel growth and collaboration.

Digital government done right
Norway | A mailbox for every citizen

The Norwegian government has set up a system in which every citizen can have their own electronic mailbox, enabling government agencies and businesses to deliver notices and bills electronically. Norway has helped set the stage for one of the most innovative eGovernment initiatives in the world.

Digital government webcast series

Available now

As a follow-up to our highly attended Unlocking the power of digital and Embracing the art of the possible webcasts, we’re pleased to present our Building a digital government webcast series.

Watch now

Related content

Digital transformation in government podcast

Digital transformation in government podcast

In this Canadian Government Executive podcast, Owen Taylor, our National Public Sector Leader, is joined by Sonia Powell, Director General of Workplace Solutions, Public Works and Procurement Canada to discuss how innovation and human centric models are helping public sector organizations transform. Listen now.

To digitally transform focus on people

To digitally transform focus on people

How can government’s continue to accelerate digital transformations while balancing on-going projects, changing cultures and mindsets? In this edition of the Canadian Government Executive, our Digital Services Lead, Nadir Hirji outlines three outcome driven steps that leaders can focus on to accelerate their transformations using a citizen-centric approach. Read more. 

Shift podcast

Listen to our recent Shift podcast, featuring Shannon Salter, Chair at the Civil Resolution Tribunal in British Columbia, on how to keep citizens at the core of a large scale transformation.  Listen now.

Contact us

Sebastien Doyon

Consulting Lead Partner, TMT & Consumer Markets, PwC Canada

Tel: +1 514 205 5382

Shelley Gilberg

Partner, BC Public Sector Leader, Victoria, PwC Canada

Tel: +1 250 298 5272

George Irwin

Alberta Public Sector Leader, PwC Canada

Tel: +1 780 441 6725

Arif Manji

Ontario Public Sector Leader, PwC Canada

Tel: +1 416 869 2397

Robert Reimer

Manitoba & Saskatchewan Public Sector Leader, PwC Canada

Tel: +1 204 926 2442

Owen Taylor

National Public Sector Leader, PwC Canada

Tel: +1 250 298 5270

Lori Watson

Federal Government Leader, PwC Canada

Tel: +1 613 755 4358

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