What is Digital?

Google, Facebook, Netflix, Amazon, Uber, WhatsApp and a host of other services are transforming the way we live, work and play. Through the use of digital technologies, we can connect, bank, shop, grab a ride, order food and we can do all this using our chosen device anywhere, anytime. This is the world in which we now live, and this informs the expectations of our customers, partners and staff. They want to work in the same way, using tools and services that are as easy to use with their governments - the CRA, the province and their municipal government.

Applying Digital to government is about using these same modern technologies employed by these firms such as cloud, mobile, web, social, analytics, Artificial Intelligence and the Internet of Things to rethink government services for the 21st century; leveraging the techniques used by Amazon and others to get faster at change, to become more agile and responsive. Imagine, for example, working in an environment that doesn’t rely on paper forms, logbooks, queues at counters and physical signatures; and where staff can work from anywhere and work with partners without unnecessary frictions.

Some of the tech used as part of governments push to Digital.

Some of the tech used as part of governments push to Digital.

The Federal and Provincial governments are heavily investing in Digital Transformation and improvements are emerging. For instance, renewing a vehicle plate sticker in Ontario, a process that previously required a visit to a Service Ontario office, can now be handled completely online (with the sticker mailed to you).

“There is no difference between digital service delivery and service delivery. Today, everything is digital. If governments do not recognize this evolution, then any service strategy is flawed at the concept stage” Alex Benay, (former) Federal Government CIO.

So any digital strategy must consider how to deliver on these expectations and set out a roadmap to leverage these approaches and techniques, mindsets and technologies to improve customer and staff experiences, optimize our efficiency and deliver better services.