Tech Digitalization Challenges in the Public Sector and how to tackle them

page main image

Considering the data, we can find out that across the board, the public sector tracked lower than its industrial counterparts in financial services, healthcare, retail, IT industry or manufacturing. More specifically, software and IT companies from the innovation Ecosystem category had an index of 46%. They were anticipated to grow to 52% in the next two years, while these indices for the public sector were 16 and 20%, respectively. Software solutions development for the public sector requires an individual approach and consultation with IT professionals.

So why do we see the hold-up? Because bureaucracy, in most cases, prevents quick decision-making and implementation of innovations. Another reason is a lack of investment in upskilling to prepare for the next generation of technology. However, it is clear nowadays that applications’ analogue processing and administration isn’t future-oriented or efficient. Internal processes need digitalization first to relieve public sector staff members of repetitive tasks. Thanks to individually developed algorithms and AI, you can make document processing more transparent and speed it up.

To speak about successful examples of collaboration between public authorities and users in short time frames, we can recall here the solution developed for creating digital applications and processing data, which optimized the work of the Pandemic Unemployment Assistance centre. In Germany, the government dedicated funding to set up around 30 labs for priority service journeys and hire skilled facilitators, so public authorities could participate without spending additional resources and finances. 

The Diia (Action) app launched in Ukraine in 2020 enabled citizens to identify themselves with the help of digital documents and share files with over 50 governmental services. In such a way, Diia decreased the bureaucracy and reduced the paperwork of 10% of government employees. Last but not least, the launch of the app resulted in increasing digital awareness of Ukrainians, expediting the speed of upcoming digital transformations in other fields.

Let us explore what helps organizations streamline IT architecture for the public sector when lots of routine operations need to be digitalized and regularized. We will also discuss ways of tangibly modernizing operations and work processes in the field. 

How do achieve a seamless and efficient digital transformation?

How to rise to the task itself?

It is essential to discuss the proposal’s concept and develop the terms of reference. Hierarchical control from program management is unrealistic and insufficient – if your goal is driving sustainable change, you should continuously involve all stakeholders in the development process. In Denmark, Agency for Digitalization promoted the motto “No more printed forms or letters,” and civil servants contributed to it, which helped municipalities and regions establish a shared strategy with the roadmap to drive implementation. Software development for public sector enterprises requires a multitasking and integrated approach.

Divide responsibilities wisely. If you have many local access points for one transaction, digitilizing hundreds (or even thousands) of operations seems impossible. The German government came to the solution of splitting the diversity of services into 14 thematic blocks – for each of them, one federal state and national ministry are responsible. And each of them can share data promptly through the software-as-a-service platform. As a result, they achieved a dramatically reduced volume of work. 

Unleash the potential of digital talents to the fullest. Creating widely replicable solutions and implementing low-code development tools decrease the overall demand for IT capacity. Yet, the best way for civil servants to learn about agile service design is via hands-on experience. By rolling out small labs (up to 30-50 employees), you can quickly help them build the necessary skills.

Сare about the transparency of the outcomes and set corresponding incentives. Collecting and analyzing information on adoption rates is exceptionally useful for enhancing user experience. Dubai’s Happiness Meter evaluates users’ feedback to government departments and reveals the results regularly. Those departments which have got unsatisfactory indicators have to devise their improvement plans. 

Track progress in a practical way. The main task is to find efficient and interactive formats for reporting progress and encouraging the work of civil servants. In Germany, the government tackled it effectively: they established a digital lab demo so journalists, civil servants and residents could test the new approach. They also invited politicians to take part in digital prototype tests as well. 

Step into a digital future with PNN Soft

We perceive digitalization as a perfect tool for freeing up your employees’ time. From our experience in creating solutions for the public sector, we have learned how to analyze critical processes and rethink them innovatively. 

Here is what PNN Soft offer to support your organization and optimize the workflow:

If you need any of the above-mentioned services or plan to develop a custom solution for the public sector, feel free to contact us in the form below.