Citizens’ expectations are being shaped and influenced by their experiences across the spectrum, from luxury retail to technology. Becoming a truly digital government will help meet their expectations.
A global scan of leading citizen-centric practices reveals that governments in Canada can do more by harnessing the right technology to build trust and transform.
The UK’s Digital by Default 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.
The US government promotes the use of mobile app-based services throughout departments and agencies that are integrated with online channels. For instance, Utah’s driver’s license test takers can prepare on an app.
Abu Dhabi Systems and Information Centre’s contact centre is one element 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.
Singapore’s My eCitizen portal provides citizens the option of receiving proactive notifications through text messages from the government on diverse matters from library book reminders to passport renewal.
Denmark’s Min Side (My Page) provides citizens with a central personalized view of their transactions.
Estonia improved its cyber security policies and practices in October 2008 after the denial-of-service attacks in May 2007. Improvements included setting strategic goals and measures, recommending regulatory and legal framework adjustments and emphasizing international coordination to address cyber threats.
UK’s London Borough of Harrow has been working through its Access Harrow program to improve access to council services and add greater levels of process automation across channels, including telephone, walk-in, paper and web.