6. Optimize IT architecture and processes
Create a more flexible IT infrastructure, based on a service-oriented architecture, that enables interoperability and information sharing. This approach is both cheaper and more flexible, allowing systems to be reconfigured to meet evolving requirements.
Integrate disparate legacy systems to provide a single view of the citizen. Application programming interfaces (APIs) provide a possible solution to managing information exchange across numerous systems. By incorporating newer technologies such as chatbots, APIs can also help citizens to self-serve.
Accelerate adoption of cloud technologies, which can play a critical role in enabling the rapid transition to remote working and scaling up government services to meet surging demand.
7. Adopt an agile approach to delivery
Many governments have successfully used prototyping and piloting during the pandemic to create solutions within days. Going forward, an agile approach, combined with continuous delivery, can improve project delivery timeframes and realize value sooner.
Divide a multiyear complex program into shorter iterations, enabling adjustments to be made along the way if required. Launch new solutions by piloting in one particular area to test the concept with a lower level of initial investment.
8. Build digital skills and capabilities
Invest in dedicated teams of skilled digital and technology professionals to deliver on the digital strategy. Build capabilities in areas such as emerging technologies, digital marketing, user-centered design, data analytics and information security. Provide well-defined career paths – digital specialists may be a new breed of talent for the organization.
Consider design labs and innovation centers, with a focus on design thinking, citizen journey mapping and idea prototyping, as a nexus for rapid capability development.
9. Encourage innovation and experimentation
Encourage an innovation-oriented and entrepreneurial culture, and empower staff at all levels to challenge the status quo and suggest new ideas. Use incentives such as reward and recognition programs to instill a focus on better outcomes for citizens.
Cultivate an experimental culture with internal hackathons or skunkworks, where small, loosely structured groups work on radical new projects – again, something that has proved its worth during the COVID-19 crisis. Consider providing incubation and funding support to operationalize innovative ideas and concepts.
10. Monitor and evaluate progress
Within the digital strategy, set realistic milestones and timelines for the transformation program and develop tangible performance measures to demonstrate both short- and long-term results. Gather performance data on a regular basis to provide insights that can influence further planning and decision-making.
Share performance data with citizens, and monitor their perceptions and satisfaction by investing in experience-measurement tools. This type of tool will also, in time, help to improve services and reinforce public trust.