The 5 Pillars of a Frictionless Government Enterprise

By Kirsten Oelrich 3 min read

World-class customer experience is a goal that’s traditionally applied only to private sector enterprises. As a result, governments are still playing a catch-up game. But attitudes are changing and today’s citizens have new expectations from public service delivery. Transactional engagements will not work anymore. Citizens expect meaningful, personalized interactions and long-term relationships based on relevance and authenticity.

In the early days, agencies moved paper-based information online without any significant reform of the process that could simplify and streamline government-citizen interactions. As time progressed, agencies began leveraging communication technology to enable secure transactions with government. Citizens could apply for and receive benefits and permits and could make payments electronically. However, these services were still delivered in silos where agencies focused on each user in a “citizen-centric” manner but did not scale across user experiences to improve the quality of transactions.

In the current state of digital government, the advent of social media and other collaborative technologies has created new pathways for citizens and businesses to communicate with governments. It’s imperative that governments adapt to this new paradigm and evolve for a digital future. But digital transformation is not just about changing technology, it’s about changing the way the enterprise works.

Let’s look at the 5 pillars of a modern day digital enterprise.

1. An intimate, persona-centric experience

Persona-based experiences have the power to transform government-citizen relationships from a largely transactional one to a trust-based association that lasts a lifetime. According to a survey, 2 out of 3 public service leaders across 9 countries believe that a personalized citizen experience is a top priority. The idea of persona-based personalization – though relatively new is catching up fast in the public sector. Adopting this approach helps government agencies create differentiated experiences for all users-citizens, employees, and constituents.

2. An on-demand, access-empowered network

Citizens should have full access to government services from mobile devices from anywhere, anytime. Government agencies must empower end-users by providing multiple channels for anytime, anywhere access to information, transactions and feedback, especially through increased mobility and accessibility. Cloud computing has paved the way for an on-demand economy and citizens must be empowered to use resources as they need, at their discretion. It’s very much an as-a-service model.

3. Being responsive in real time

Governments must use digital principles and tools to improve operations, services and processes leveraging real-time feedback, automation, and lean principles. To fuel a frictionless real-time enterprise, decision-makers must be able to see and react to events and receive insights or services as they are needed. Information needs to be available, citizens shouldn’t be waiting for it.

4. Collaborative and well-connected systems

The most effective way to get things done is to is to connect people to resources and to outcomes. If we look at the way that organizations do DevOps for software development now, one of the most important elements of that is cross-functional teams having people from different bits of the organization working together. Part of the essence of this of this richness concept that we don’t have to put people in their old boxes anymore.

5. Strategic and operational agility

It’s imperative that government agencies apply agile principles across the enterprise, and consistently learn, refresh, and improve. Being change-ready is at the heart of a frictionless enterprise. Many enterprises are still mired in systems and processes that inhibit their abilities to adapt to new market realities. The key is to build systems and processes with a great deal of flexibility.

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Kirsten Oelrich

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Kirsten Oelrich