Today’s government institutions run on data. That means that staff must spend numerous hours each day manually processing and sorting through the data. This manual, repetitive process slows down employees and their ability to serve the public.
However, citizens are no strangers to digital technology. They know how it can transform their lives through convenience. So they have become more demanding — not just in their relationship to private businesses, but also in that with government institutions.
The private sector has embraced automation leading to great customer experiences. Obviously, citizens expect the same kind of interactions with government institutions. Eighty-five percent of citizens expect the same or higher standards from the government as they get from commercial providers.
Research firm KPMG tags automation as the next step in the digital transformation of governments. With automation, governments can enhance productivity, accuracy, and efficiency.
Intelligent automation helps governments improve citizen experiences, transform business processes, improve workforce satisfaction and reduce costs.
Salesforce, for example, enables both agency-wide and program-level success using a single integrated platform. Government institutions, too, can serve constituents better by making it easier for citizens to access information.
Public employees also get access to better communication (both internally and externally), and simplified workflows.
For instance, Dynamics 365 helps employees develop efficient processes and increase productivity. It handles workflows automatically, which leads to reduced administration overhead and efficient processes.
Your institution can automate a single task or handle a series of complex steps using a single workflow that’s triggered by an event.
Here’s another real-life example: Zoho automates repetitive actions using various tools so that your employees can complete tasks effectively and quickly.
How Automation Equates to Good Government
Automation improves business processes. With process automation, government institutions can keep an eye on the bottom line by becoming more efficient and saving on costs.
By the year 2030, the automation of 861,000 public sector jobs will happen. This number represents around 16 percent of the overall workforce of government institutions.
The benefits of automation include:
Automation leads to improved citizen experiences. With automation, it becomes easier for citizens to access information faster and interact with the services offered by the government.
The use of chatbots, for example, is giving the public seamless experiences and cost savings. Government call centers handle numerous repetitive communication tasks. The employees handling these tasks must manually enter information while toggling between systems, thus creating poor citizen experiences.
Chatbots free the employees of repetitive tasks, and they can engage constituents through voice chat or cognitive powered text.
Automation helps reduce government silos that limit the agencies’ ability to share information and collaborate between departments. Better access to data by employees and the agency’s ability to leverage data and analytics leads to better governments.
They can develop insights on what to improve. Real-time analytics helps them evaluate business processes and employee performance. They can then offer constituents personalized processes and leverage the ability to predict citizen intent.
Automating processes in government will lead to a more efficient government that serves its citizens better and provides a satisfying work environment for its employees.
