As citizens expect the civic experience to be as simple and seamless as what they receive from private sector businesses, digital services delivery is getting prioritized by governments worldwide.
Digital Government Services Definition
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.
Common digital services range from filling tax returns to renewing a driver’s license to applying for a pet license. Nearly any government form or service can be offered digitally.
Traditionally, government services have been delivered in person, by individual departments in different locations, and often using paper forms. With digital services, government can deliver information and services to citizens anytime, anywhere, and on any platform or device.
Benefits of Digital Government Services
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:
- Better online user experiences for citizens.
- Increased public participation.
- Improved internal efficiency and productivity.
- Less burden on IT (when delivered with cloud-based technologies).
- Better collaboration among departments.
- Reduced labor costs.
- More innovation.
Importantly, organizations that transition from traditional to digital services see benefits extending beyond service delivery. No longer bound to a phone or service desk, government staff can think and act proactively on other strategic initiatives. For example, they can invest time streamlining procurement and approval processes, improving recruitment and hiring, streamlining backend processes, and incorporating technology standards.