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Digitized workplace to optimize public services

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Governments around the world have long recognized the need for some form of digital transformation. Many have been working for some time on transformational strategies to gradually adopt digital technologies to increase productivity, improve efficiency and improve resource management.

Whatever form these strategies take, there is one goal: to create the next generation of digital infrastructure to deliver services to citizens, from personalized healthcare and personalized education to personalized administrative services and safe care for all. Two years ago, the pandemic changed everything.

Suddenly, governments’ medium- and long-term digital transformation goals are no longer necessary. As government workforces have had to rapidly shift to remote work, governments themselves have had to adapt to find ways to continue delivering services to citizens. Fortunately, thanks to a number of digital tools, governments at all levels can move their operations and services online.

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A short step

These were not the only things that had changed. Life under Covid has changed society’s expectations of how the world should work. More than half Public and private sector workers have said they want to work from home at least three days a week, for example when the worst of the pandemic is over. 55 percent Companies believe that the pandemic has created a need for greater digitization.

To meet these expectations, governments must re-accelerate their digital transformation strategies. In fact, the current trend towards hybrid work should be a short intermediate step towards the digital workplace.

In the digital workplace, advanced data and digital technologies will enable increased collaboration and communication between civil servants, governments and citizens. This, in turn, will support new, more innovative, agile and, most importantly, participatory forms of public service management and delivery.

The European Commission The digital workplace, he explained, will provide employees with the right IT tools, platforms and services to enable users to work and collaborate in a secure, purposeful way anywhere, anytime, optimizing their work experience and productivity. It will be adaptable and flexible to accommodate different types of users, new behaviors and new technologies.”

Employees will use a single platform for unified communications, collaboration, mail, calendaring, and task management tools that can be accessed whenever and wherever people choose to work. Ultimately, the digital workplace will enable employees to work more flexibly and give them the autonomy they need to work as they see fit.

Full digitization

Realizing the benefits that the digital workplace has to offer means that long after the health crisis is a distant memory, governments will look to the immediate demands of hybrid work to meet the expectations of workers and citizens. for it Organization for Economic Co-operation and Development (OECD) It is believed that in order to create digital jobs, it is necessary to completely digitize the public sector.

This digitization should apply not only to the external operations of the government but also to the internal operations. Self-service digital portals should become the standard for most government services that do not require direct contact with government officials. In this way, citizens will be able to quickly get the services they need, wherever they are, whenever they want.

And when citizens need to contact government officials, it’s a better experience for both parties if those officials have the digital tools they need to access information and respond to questions and requests in real time.

However, the evolution to a digital workplace will not be without challenges.

Overcome challenges

Digitization efforts will never reach their full potential without the right technology and digital tools. Governments must therefore consider various technological challenges.

For example, ensuring secure access to applications and critical data is vital for employees and citizens wherever they are, using public, private or hybrid cloud environments. Secure connectivity is also essential if workers and citizens are to access the networks, applications and data that power the digital workplace. The IT silos that have been created over time by dividing the responsibilities of multiple internal teams, such as desktop tools, user interface, network, and communications services, must be streamlined to function efficiently. Of course, these must be protected at all stages of communication and cooperation.

By addressing such challenges, governments can build a strong digital workplace technology foundation that will enable them to meet the needs of workers and meet the service expectations of citizens.

Build a foundation

Enabling efficient and effective communication and collaboration should be a key goal of any technology fund that governments use to create digital jobs. However, if this foundation consists of many different elements, it will not only provide the necessary technological coherence to meet the immediate needs of the organization, but also allow for a smooth transition to more complex workplaces in the future.

An ideal technology foundation should optimize communication between employees and enable more effective interactions with citizens. A unified environment is the right foundation for integrating specialized applications and improving communication between services such as common calendars, directories, chatbots and more complex AI-based cognitive technologies.

Wired and wireless connectivity enables workers and citizens to connect, support advanced applications, and access networks that facilitate data flow. But governments must provide accessible technology to citizens who may not have the necessary tools to access digital services. This could include the creation of publicly accessible digital access points – kiosks or service areas equipped with tablets or computers that citizens can use to connect to government services.

And the entire communication and collaboration environment must rely on advanced security practices, policies and procedures, and be constantly updated to protect the network and the data it holds from potential attacks – at every step of the value chain.

The pandemic has had a significant impact on the digital transformation of the public sector. Long-planned strategies have been put on hold to maintain “business as usual.” Now that life is returning to normal and organizations are adopting hybrid work practices, the impact appears to be irreversible. The government should see this as an evolutionary step. The future of the public sector lies in the digital workplace. If potential challenges are met now, governments and citizens will be able to provide more efficient and effective services for the common good.

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