![]() The council has been working to deliver a better citizen experience for one of its most-popular services: waste and recycling bin collection.Īfter modernizing its approach - by integrating govDelivery, its cloud-based communications platform, with govService - more citizens are opting in to keep the county clean. Wrexham is a County Borough Council situated in Wales, U.K. “With fewer telephone calls and face-to-face interactions to deal with, our staff have more time to focus on those that need our support the most.” Example: Integrating Digital Services With Cloud Communications “Our staff find that when people progress to needing to speak to them, they come much better informed and have realistic expectations of the support we can offer.” said Victoria Collins, Director of Adult Social Care. Since launching their online service portal, fewer citizens are contacting city staff unnecessarily. With digital forms made possible by govService, citizens can quickly and easily search, compare, save, and download details of community services. So they gave citizens an online, self-service destination to access information about public services. ![]() Officials in Milton Keynes, U.K., (population 230,000), wanted to improve adult social care and improve the health and well-being of citizens. Example: Improving Citizen Experience & Staff Productivity This dramatic shift in contact channel has already identified over $308,000 USD in annual savings, a figure that is expected to rise with time. As a result, the number of citizen requests made online has increased. Now, over 90 processes and forms for government services can be accessed online and in one place, making it easy for citizens to make transactions of all kinds with their government. So the Durham County Council transitioned toward a digital approach to public services using a digital government services solution, called govService. launched their new citizen engagement strategy, Altogether Better Durham, they had three main goals: give citizens more choice, gain better citizen insights, and increase efficiency. Example: Serving Citizens Online Saves $308,000 By doing so, each government emerges with a scalable, unified method for serving and impacting citizens. The overarching objectives, in these examples are similar - officials focus on enhancing the public’s online experience with government. are gaining momentum around the world, including the U.S. Digital trends and best practices developed in the U.K. In fact, one-third of local government offer services completely online. What does digital government service delivery look like in the real world? What follow are e-government examples based in the U.K., where organizations are leading the way in government digital transformation. For example, they can invest time streamlining procurement and approval processes, improving recruitment and hiring, streamlining backend processes, and incorporating technology standards. ![]() No longer bound to a phone or service desk, government staff can think and act proactively on other strategic initiatives. Importantly, organizations that transition from traditional to digital services see benefits extending beyond service delivery. Better collaboration among departments.Less burden on IT (when delivered with cloud-based technologies).Improved internal efficiency and productivity.Better online user experiences for citizens.When implementing digital services, innovators can meet challenges related to internal risk aversion and user adoption, but these challenges are easily overcome and quickly replaced by benefits, which include: With digital services, government can deliver information and services to citizens anytime, anywhere, and on any platform or device. Traditionally, government services have been delivered in person, by individual departments in different locations, and often using paper forms. Nearly any government form or service can be offered digitally. Digital government services (also called e-government) are defined as service delivery within government - as well as between government and the public - using information and communication technologies.Ĭommon digital services range from filling tax returns to renewing a driver’s license to applying for a pet license.
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