How to leverage digital public infrastructure for enhanced government service delivery

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The introduction of digital technologies has significantly changed how government services are delivered. This transformation has been made possible by using Digital Public Infrastructure (DPI), which has allowed for the development of Citizen Experience Platforms (CXPs) that provide easy access to government services. This article examines the development of service delivery, the function of DPI, and the direction towards digital transformation using examples from nations like Singapore, India, and Ukraine.

The Evolution of Service Delivery

The Umang app, which provides over 1,200 government services from many ministries on a single platform, has transformed service delivery in nations like India. Government services are now more convenient and accessible for citizens, who may apply for passports and pay utility bills. Comparably, the Diia app from Ukraine offers an extensive range of features, such as digital document management, e-identification, and public service access. The LifeSG app in Singapore improves people's daily lives by combining community information, government services, and tailored recommendations.

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These real-world instances show how digital technologies enable citizens to access government services via unified apps conveniently.

Governments are increasing citizen satisfaction, streamlining bureaucracy, and increasing accessibility by combining services into easily navigable platforms.

The Role of Digital Public Infrastructure

DPI is the foundation of CXPs, enabling digital identity verification, safe data interchange, shared digital services, and improved user experiences. Sensitive information is safely sent between citizens and governments through secure data transmission, protecting confidentiality and privacy. Digital identity verification improves confidence and dependability in online transactions by enabling safe authentication, tailored service delivery, and fraud protection.

Governments can provide services at scale while reducing redundancies and inefficiencies thanks to the common digital services provided by DPI, which expedite administrative procedures. Improved user experiences place a high value on timeliness, usability, and accessibility to ensure people can browse digital platforms and get the required services.

Combining DPI (Digital Public Infrastructure) with methodologies such as human-centred design presents a powerful opportunity for governments to elevate the quality of customer experience they offer substantially. In fact, the perception of government customer experience serves as a reliable indicator of public trust in governmental institutions. By integrating these approaches, governments can not only streamline their services but also foster greater trust and satisfaction among citizens, ultimately strengthening the bond between the government and the people it serves.

The Path Forward

DPI and CXPs have the potential to produce favourable results for both governments and citizens, notwithstanding the difficulties associated with their adoption and implementation. Governments may showcase the worth of digital solutions and secure backing from relevant parties by concentrating on specific use cases that yield observable advantages. Obtaining support from high-ranking executives is crucial to obtaining the essential funds and propelling organisational modifications towards the digital revolution.

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For DPI-enabled CXPs to succeed, the ecosystem must be made more collaborative. Governments must interact with public and commercial sector stakeholders to properly utilise their knowledge and assets. By exchanging best practices and cultivating partnerships, governments may expedite adopting and implementing digital solutions and establish a more inclusive and responsive governance structure.

To sum up, creating Citizen Experience Platforms through the use of Digital Public Infrastructure heralds a new era in providing government services. By leveraging the potential of digital technologies, governments may improve accessibility, efficiency, and transparency while enabling individuals to interact with their government more successfully. The revolutionary potential of DPI and CXPs offers hope for creating a more responsive and inclusive governance framework in the digital era, notwithstanding the obstacles that lie ahead.

NSN Murty is a partner and consulting leader, Government & Public Services at Deloitte India.

The thoughts and opinions shared here are of the author.