What is Government Digital Transformation?

Have you ever searched for governmental information or resources online? For many people who do, the results can be exhausting, with either a lack of information altogether or an overabundance of results. According to a statement from the White House in September of 2023, only 2 percent of forms are digital. Additionally, 45 percent of websites lack mobile optimization, and 60 percent do not meet accessibility standards for assistive technologies [1]. 

This data indicates a severe lack and intense need for government digital transformation. It’s a pivotal element necessary to create an effective citizen digital experience To achieve this, governments must provide users with efficient sources and access to essential data, as well as the necessary infrastructure, leadership, and organizational support to help administrations undergo the changes. 

Continue reading to explore digital transformation, the importance of government digital transformation, the components of digital transformation, and the challenges governments face. 

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What is digital transformation?

Digital transformation involves changing analog business practices into more efficient digital processes that utilize artificial intelligence (AI), automation, user experience, and data to overhaul old ways and create new opportunities. For an effective digital transformation strategy to have the desired effects, it’s critical that organizations take a progressive approach rooted in continuous improvement, allowing the infrastructure to react to changes in the world. Part of this involves creating a plan and developing each aspect of the transformation in stages to ensure operational efficiency while changing. 

Technologies making government digital transformation possible

Many organizations began their digital transformation after the COVID-19 pandemic when customers relied on digital spaces to conduct business, social interactions, and consumer purchases. Let’s take a look at some key technologies making digital transformation possible:

• Automation: AI and machine learning automate processes like customer service, data analysis, and workflow suggestions for efficiency. 

• Cloud computing: A foundational aspect of digital transformation, cloud computing allows organizations to scale as needed, with hybrid cloud solutions connecting IT and workers onsite and offering services to customers. 

• Internet of Things: The Internet of Things (IoT) allows devices to capture real-time data from supply chains to help automate and optimize using data analytics. 

• Digitization: An essential practice for governments and other paper-based organizations, digitization turns those records into easily accessible public records or private databases. 

Why is government digital transformation significant?

For governments, digital transformation creates a better online experience for citizens accessible to various abilities, usable, secure, and recognizable across various government websites and digital spaces. A government digital transformation that uses new technologies like cloud computing, IoT, and automation creates more efficient government agencies. With new digital infrastructure, they can share and use data for long-term solutions that are resilient and sustainable. 

Components of government digital transformation

This pivotal transformation requires components that embrace new digital technologies, create improved means of digital citizen authentication, data sharing, and analysis across sectors, and focus on delivering a positive user experience. Notable components of government digital transformation include:

• Centering citizens through user experience and accessibility

• Creation of privacy and security principles

• Digitization of forms

• Cloud implementation

Centering citizens through user experience

One priority must be centering citizens and creating a smooth user experience with government websites and online applications. To start this process, the US federal government created a series of requirements to create a digital-first public experience. The memorandum details an extensive list of requirements that agency websites should take to develop it. Below is a list of some aspects they wish to transform:

• All websites meet accessibility standards to meet a diverse range of abilities. This includes meeting web content accessibility guidelines incorporating user feedback, research, and testing to ensure all products meet the guidelines. 

• The creation of a recognizable brand identity for each agency offers users the ability to quickly determine whether they are on a government website instantly by seeing known logos, emblems, and brand markers. Doing this requires consistent communication across websites to deliver information effectively and researching perceptions of government communication. 

• To maintain public trust in information, create clear and understandable content, remove redundant and out-of-date information on websites to avoid confusion, and use plain language for users with limited English proficiency. 

• Optimize government websites, resources, and content for digital searches, ensures users can find information quickly. It’s also essential to to keep .gov websites open for web scraping, a vital process that keeps information accessible for various public uses, including training large language models. 

Creation of privacy and security principles

Each government site should inform users how the agency collects, uses, and stores personal information and data so each user understands privacy risks and personal data life cycles. Achieving this requires developing and maintaining privacy policies that cover all aspects of personal data collection and storage. Additionally, everyone involved should consider security while designing websites, digital services, and applications. Lastly, as announced in March 2024, the Cybersecurity & Infrastructure Security Agency (CISA) announced the Biden Administration’s efforts to ensure software developers working with government agencies provide securely developed products and services. 

Digitization of forms

A basic aspect of digital transformation is putting forms and services online to improve user experience and security. Practices include digitizing old forms and creating digital versions of any new forms. Digital forms help user experience through automated filling and the ability to keep all information digital. 

Cloud implementation 

Just as the private sector typically finds cloud migration to increase efficiency, implementing cloud-based computing is also a key component of government digital transformation because of its better security, efficiency, and reduced costs. Currently, the federal government’s strategy for implementing cloud-based solutions needs substantial work, as many agencies do not have modernization, and some still use legacy systems with components and languages as old as 51 years [2]. 

For governments, cloud implementation allows for better information delivery to citizens and mitigates many cybersecurity risks associated with legacy systems while centralizing a cybersecurity strategy between agencies. A cloud modernization strategy also brings a change of mindset to one of continual improvement. These strategies require agencies and governments to continue refining infrastructure daily, not just every decade.  

Challenges in government digital transformation

With government digital transformation comes challenges in implementing the changes. Many of the potential drawbacks stem from an agency's desire to solve problems one step at a time instead of thinking of the entire system. This mindset leads to continued use of legacy solutions and a need for increased investment in modernization. Below are some challenges in implementing government digital transformation:

• Risk-averse culture: Governments are inherently averse to risk because they fear data or functionality loss during digital transformation. 

• Accountability and resources: Agencies and governments need increased accountability and resources; otherwise, the lack of either or both can prevent them from meeting their digital transformation goals and requirements.

• Cybersecurity: Cybersecurity is a massive concern as digital infrastructure opens itself up to new threats. Both digital and physical infrastructure need security for a safe digital government.

• Lack of digital workforce: Many workers with digital skills are needed, and many current government workers must be reskilled to understand digital environments. 

To implement and face challenges in government digital transformation, each agency’s chief executives must oversee IT investment and maintenance for long-term success. C-suite leaders like chief experience officers (CxOs), chief information officers (CIOs), and chief financial officers (CFOs) may also play pivotal roles in the process, aiding in strategic focus, enabling technologies, and providing digital delivery services. 

Transform your team's digital skills with Coursera

Implementing a government digital transformation requires skills and knowledge to tackle the challenges of automation, web services, cloud computing, and cybersecurity.  If you’re ready to begin, explore Coursera for Governments, a resource to help upskill current government employees and provide training for citizens. To drive your government's digital transformation, try the Tech Academy from Coursera, which offers training in software, cloud computing, and cybersecurity. 

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