If there’s one widespread operational change that came from the pandemic, it’s the reliance on a fully digitized workspace — one that can support remote workers just as easily as it does those who show up in person. This is important in both the public and the private sector, and there are many ways your government office can optimize its digital technology transformation and the digitized workflows it creates.
Advocate for change
As any government employee knows, nothing gets done if nobody advocates for it. Digital technology transformation was quick to happen in the private sector in 2020 because it provided the fastest and most meaningful way to keep revenues flowing by allowing for socially distant interactions. Government offices have been a little more reluctant to enact change. Be an advocate for the digital transformation you want to see in your workplace, and get others involved in your cause. There is a growing body of research that shows just how much more efficient a digitized workplace can be— such as our queue management software’s ability to reduce walk-aways by 75 percent. That’s the sort of information that even the most stubborn budget maker will be hard-pressed to ignore.
Okay maybe that’s a lofty goal, but it’s a better headline than “automate as much as you possibly can.” One of the biggest benefits of digital technology transformation is the ability to leverage AI to automate the routine tasks that eat away at your day. The more tasks you can automate, the more time you and your staff will have to focus on the important things. And, oddly enough, the more you automate, the easier it becomes to find new things to hand over to AI, as more and more of your information is digitized and easier to work with.
Design for mobile
People access the internet on their phones and tablets, and if your website isn’t mobile-friendly you’re doing a disservice to your constituents. According to the 2019 Civic Engagement Report, nearly half of all government website visits come via mobile devices. Designing for mobile isn’t just a convenience factor, it can be an important step in providing equitable access as a mobile device may be the only way some constituents have to access the internet at all. Because of these reasons, it’s important to continue optimizing experiences for mobile during a digital technology transformation, including creating mobile-responsive websites and avoiding PDF downloads.
Take advantage of data
The more you digitize your data, the easier it becomes to make connections between data points and the more useful insights you can generate. Private-sector marketers have developed impressive microtargeting techniques to create reliable predictive models of their audiences, and government offices can do the same to model their constituents and gain insights into their wants and needs before they come to you.
Collaborate with IT
Your IT team is going to be an important partner in all of this, so work with them to create a plan for your digital technology transformation efforts that meets your operational needs while adhering to the realities of the work involved. Meet them where they are and don’t expect change to happen overnight. Government offices evolve slowly, but with persistence and motivation change can happen.