Digital Modernization Strategies for Local Government Leaders

The nature of Government requires transparency and easy access to information and online services for constituents and other stakeholders. However, challenges like employee resistance to change, budgetary and staffing constraints, and a lack of strategic planning get magnified by the unique realities that face the public sector today. Modernizing agencies and departments while facing these challenges is like trying to repair an airplane in mid-flight – results are unpredictable at best.

So how can state and local government leaders make headway? Below, we lay out three digital modernization strategies for you to consider.

Human-centric automation

Everyone wants repetitive manual tasks to be processed as quickly as possible. But what will the impact be on your people?

Automation doesn’t happen in a vacuum, and it is not an independent variable in the quest for efficiency. When done properly, automation is purposefully designed to work in the service of the humans that depend on it. In addition, as systems and processes change and update, the automations need to be updated as well, which shifts operating costs to administrative expenses required to update and maintain systems and technology.

Ask yourself: What are the needs, pains and desired outcomes of the manual tasks that I am automating, and is this better if we design it with a human-in-the loop? Most experiences are not siloed, but instead operate along a continuum, where output from one internal process becomes the input for another internal process, or even an external one. Examples include:

• Receiving, reviewing and processing applications
• Payment monitoring
• Maintenance or other service requests
• Updating and managing public records

By building automation, you can simplify and speed up the work significantly. Best practices dictate, however, that with each of the processes and staff/constituents impacted in this chain in mind, you can make human-centric strategic choices about what types of automation are needed at each stage and across all stages. Taking a human-in-the loop mindset to process automation provides you the dynamic flexibility and discretion you need to be efficient, while also leveraging the power of technology to help people complete rote tasks (such as data entry, for example) more effectively.

Build data systems with interoperability in mind

System errors and long processing times can erode public trust and disrupt service delivery. Also, ensuring accuracy and adherence to regulations is essential for maintaining service integrity. Today, the complexity and volume of data handled by government agencies requires automation. But quickly inputting data into isolated systems doesn’t lead to faster outputs, because it requires manual processes to bridge the gaps between them. Strategic ideas for addressing these challenges include:

• Intelligent document capture and processing: Automate manual, typed data entry to ensure information is accurate and up to date, minimizing human error and enhancing data reliability.
• Auto-storage, classification and redaction systems: Implement systems that automatically store, classify and redact information according to preset rules, ensuring your data management practices comply with legal and regulatory requirements.
• Automated data validation: Use automated systems to verify information against other data sources for applications or online services, ensuring data accuracy and reducing the risk of errors.

Building automation with these practices in mind speeds up service delivery and accuracy in a way that creates trust and efficiency within your agency and your constituency.

Pay attention to communication flows

Data automation needs to shift constantly, along with leadership priorities, political directives, budgetary constraints and more. Change is the only constant, and automation flows need to work in service of the staff who build and use them every day.

For this reason, digital modernization strategies must account for the need for humans to collaborate. Data alignment is powered by people alignment.

Here are a few strategic ideas for how to foster that type of environment:

• Integrated communication platforms: Use platforms that facilitate inter-departmental collaboration and streamline communication, ensuring that all teams are aligned and informed.
• Regular training and workshops: Keep staff updated on new technologies and processes through continuous education, enhancing their ability to adapt and utilize new tools effectively.
• Data-driven decision making: Utilize data insights to inform strategies and improve service delivery, ensuring decisions are based on accurate and comprehensive information.

Facilitating dialogue and consensus building ensures departments and teams do not work at cross-purposes, but instead are empowered to translate data and automated workflows into exceptional experience for themselves and their constituents.

Explore our full range of Intelligent Automation Platforms to see where Konica Minolta can support a digital transformation for your department or agency.

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