Organizations in the private sector have made significant progress in their digital transformation efforts, from streamlining business processes and improving customer experiences to integrating legacy platforms that extend their value and life span.
The public sector, however, has not always kept up with the pace of innovation.
Budget and resource restraints, along with heavy reliance on paper-based processes, make it challenging for agencies to modernize. The pandemic not only demonstrated the need for transformation, it also exacerbated the obvious pain points.
According to a GovLoop survey, 81% of respondents were working remotely at least part-time during the pandemic, but only 42% believed their agency was prepared for remote work when it began. Ensuring continued service delivery was challenging, especially when demand for urgent assistance reached an all-time high.
A particularly hard-hit agency was the Department of Labor. As the unemployment rate in 2020 skyrocketed to Great Depression levels, one state labor department fielded up to 877,000 calls in one day — more than it typically received in a full month.
Responding promptly to citizen needs is paramount, and agencies need cost-effective, integrated solutions to ensure they deliver on their mission.
Many agencies have already implemented electronic forms, online case management and other digital tools that help meet the expectations of constituents in the 21st century, but there’s still a ways to go for most agencies to achieve peak digital maturity.