The hype around digital transformation is certainly a game changer for businesses, and there are certain challenges of digital transformation in the public sector. Intergence are currently leading a digital transformation project for a district council, which is a prime example of how the transformation will help enhance their current services.
Challenges of Digital Transformation in the Public Sector
The phrase “quality over quantity” rings true here – it is exactly what a digital transformation project can bring. How? By chopping away pointless work that employees are doing at the moment. Going digital grants businesses top notch technology upgrades, slicker, more streamlined processes and greater communication with customers.
Here is a little secret for you that not everyone is aware of: there are additional savings that you may not have added to your ROI. For example, departments can build and manage their own online forms and portals to make available to local businesses, partners and Councillors. That’s not all: field officers and staff will be able to have access to, and update, customer information from wherever they want; you can get a single view of the customer across departments, and highly transactional processes can be analysed.
Customer experience is always at the heart of the project, so how can going digital improve your customers interaction with you? One of the benefits would be the self-service capabilities, which mean that customers can book tickets, pay for products, register for events easily; and you can capture customer insights to enable continual service improvement.
A small tip for you: a great feature which can improve self-service capabilities is to build a chatbot into your system. This feature is a brilliant way for customers to talk to a program which hold answers to key questions that can occur and won’t therefore need human support. The advantages behind this are:
24/7 customer support
Increased customer engagement
Monitoring consumer data & gaining insights
Embarking on a digital transformation journey will have some happy side effects, such as reducing the number of paper-reliant processes for both staff and customers. Also, adding booking systems, customer portals and online chat gives your team time, which they can allocate to other customers’ enquiries. And, to top it all off, it is better for the environment which every business, be it public or private sector, need to make greater strides in.
Digital Transformation Example for the Public Sector: Tendring District Council
In today's digital age, public sector organisations face increasing pressure to modernise their IT infrastructure and improve service delivery. Tendring District Council was no exception, as they needed to conform to stringent GDPR standards and pass rigorous external cyber security checks. As a leading provider of digital transformation solutions, we stepped in to help. Our case study details the successful digital transformation project that helped Tendring District Council improve data security, increase efficiency, and ultimately better serve constituents. This real-life example illustrates the potential for digital transformation to address the unique challenges facing public sector organisations. Download the case study to learn more.
Start your Digital Transformation Journey
For the public sector, digital transformation is a critical task. It allows organisations to improve services and better serve constituents. However, the unique challenges facing public sector organisations can make digital transformation a daunting task.
We've created an eBook, 'Embarking on a Digital Transformation: 7 Steps for Success', that provides a comprehensive guide to digital transformation in the public sector. It covers everything from assessing current IT infrastructure to implementing new technology, and includes examples of successful digital transformations completed by Intergence.
If you're a public sector organisation looking to improve service delivery and stay ahead of the curve, download our eBook now to learn more about the digital transformation journey.