The Path to Delivering
Modern Digital Public Services
The pandemic has hurried the shift to digital public service delivery — for good reason. From simplifying and improving existing processes to developing a number of new solutions, government departments and local authorities are increasingly investing in digital solutions that are efficient, scalable, secure, and cost-effective.
But how adequately are public sector organisations delivering modern digital experiences?
Over six in ten government decision-makers agreed with the statement, “Residents and citizens expect to be able to access all government services digitally through self-service.”
Invest in secure, scalable, and easily accessible tech
Dods Research in partnership with Granicus
Intelligent
A connected government that enables contactless interactions and leverages data, AI and machine learning to create efficient two-way communications with residents.
Personalized
An online experience that unifies user information across departments, enabling transformed resident and employee experiences.
Online
Basic digital tools that enable greater outreach, and shift residents toward online channels, but without an online experience that meets resident needs.
Begin the journey toward Civic Engagement Digital Maturity for your organization today!
61%
Importance of having modern, digital self-service platforms for citizens
Very important
Not at all important
Not very important
Neither
Somewhat important
74%
22%
20%
0%
40%
60%
80%
100%
Top priorities for improving and transforming digital services and engagement for citizens and residents
Technology reform
Data security and privacy
Delivering better value for citizens and residents
Improving the citizen experience
Increased service flexibility and agility across all departments
Building trust among citizens
Simplifying systems and processes
Cultural change
Improving communications with residents and citizens
Cross-departmental collaboration
Building engagement and long-term relations with citizens and residents
Greater data visibility and improved data sharing
Removing legacy systems
Improving the employee experience
Breaking down silos between departments
Citizen experience
Collaboration and data sharing
62%
46%
41%
35%
32%
31%
29%
29%
29%
25%
24%
22%
18%
12%
20
10
0
30
40
50
60
70
80
Increase significantly
Decrease slightly
Stay the same
Increase slightly
16%
43%
39%
2%
Cloud-based software can play a key role in enabling self-serve, automated, and scalable experiences that can be accessed from anywhere. Additionally, cloud solutions can greatly boost data accessibility while enabling faster compliance with regulatory changes.
Cloud-based solutions
Likely to change in investment in digital service management systems in the next 2 years
Don't know
Not very adequately
Very adequately
Not adequately
Neither
Adequately
15%
6%
12%
35%
24%
9%
22%
7%
13%
29%
22%
6%
26%
7%
12%
28%
18%
9%
25%
12%
10%
28%
18%
7%
38%
13%
7%
18%
13%
10%
30%
16%
7%
27%
10%
9%
35%
18%
6%
28%
9%
4%
Informing citizens and residents of the range of services your organisation/department provides
Updating citizens and residents of existing and new services
Pushing out relevant reminders/announcements to citizens and residents
Building long-term, trusted relationships with citizens and residents
Providing end-to-end online functionality for handling service requests
Providing online forums to encourage communication and engagement for citizens and residents
Providing a seamless two-way communications process with citizens and residents
20
0
40
60
80
100
Adequacy in delivering a modern digital experience
Barriers to improving and transforming digital services and communications with citizens and residents
Integration of new systems/platforms
with existing legacy systems
Data sharing within/between departments
Siloed working practices
Lack of collaboration within/between departments
Knowledge/skill sets
Reliance on existing suppliers
Lack of education/training to enable change and innovation
Need for full ownership/control to enable tailored services
Willingness to change/adopt new systems/platforms
Lack of engagement from residents and citizens
62%
56%
46%
41%
34%
32%
31%
26%
18%
18%
20
10
0
30
40
50
60
70
80
Automation enables government organisations to replace manual or paper-based processes — often inefficient, time-consuming, and error-prone — with digital solutions that introduce more streamlined workflows and timely communication, enhancing the citizen experience while substantially improving efficiency and saving considerable time and costs.
Automation to enhance efficiencies
Measures of success when launching a new digital service
37%
22%
22%
15%
4%
Decreased significantly
Increased Significantly
Decreased slightly
No change
Increased slightly
20%
0%
40%
60%
80%
100%
Organisation/department currently has a seamless digital self-service platform in place
Successful adoption of digital public services is dependent on sustained, long-term use as opposed to usage that is one-time, and as a secondary alternative.
Educate citizens for sustained use of digital services
No
Yes
28%
72%
Propelled by the pandemic, as government organisations increasingly deliver services digitally, multiple aspects of the user experience and engagement — including offering intuitive interfaces, ease-of-use, timely updates, etc. — are key to ensuring successful and sustained adoption of services.
Place the citizen at the heart of service delivery
Change in level of communications and interaction with citizens and residents due to COVID-19
Five key findings
Increased efficiencies
Engagement
Cost savings
Level of availability
Automation
Adoption
Audience growth
Channel shift
# of inbound service requests
Other
62%
57%
53%
40%
37%
35%
33%
33%
30%
7%
0
10
20
30
40
50
60
70
80
In October 2021, Dods Research teamed up with Granicus to survey 70 senior decision-makers across the public sector in the UK to explore the importance of modern, digital self-service platforms among government organisations with a focus on the key priorities and challenges for digital transformation, including the impact of COVID-19 on the delivery of digital public services.
of government decision-makers named ‘data security and privacy’ as the top priority for improving and transforming digital services.
62%
that enable government organisations to deliver digital services in more efficient ways
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Decrease significantly
