From Bureaucracy to Citizen-Centricity

Abstract

Organisations, including public service organisations, are increasingly adopting a digital transformation strategy, and deploying digital capabilities to enhance customer experience. However, digital initiatives in public services often focus more on the technology with relatively less regard to the citizen for whom the services are designed. To address this lacuna, this study contextualises the digital transformation of public services by focusing on the citizen. This study is based on data collected in the conduct of two projects involving public services within an EU member state. Based on the analysis of the citizen-journey in availing of public services, five common pain-points are identified – information inconsistencies, intricate website navigation, bureaucratic jargon, disconnected multichannel touchpoints, and a lack of real-time online support. To alleviate the pain-points, we offer five insights based on academic insights and international benchmarking.

Transforming Public Service Delivery: A Comprehensive Review of Digitization Initiatives

“…Artificial intelligence (AI) in public administration as part of digital transformation initiatives can drive efficiency and intelligence in public service delivery [12]. In addition, the shift from bureaucracy to citizen centricity, facilitated by digital transformation, has led to the deployment of digital capabilities to improve customer experience in public service organizations [14]. Research has demonstrated that implementing collaborative governance in digital transformation may enhance the public value of services by altering the ways in which the government and society interact.…”

“…Furthermore, the implementation of digital transformation in major urban areas is crucial for achieving the advantages of user-friendly and citizen-centric services, eventually leading to an enhanced quality of life and a more favorable business climate [13]. In addition, the shift from bureaucracy to citizen centeredness through digital transformation strategies is instrumental in enhancing customer experience and improving public service delivery [14]. This transformation requires the government to fully utilize technological advances to improve public services and government administration, thus emphasizing the need for a comprehensive approach to digital transformation [15].…”

“…In addition, ref. [14] provides a comprehensive analysis of the digital transformation of public services, specifically emphasizing the importance of considering citizens in order to effectively tackle the obstacles associated with digitizing the public sector. Refs.…”

“…Refs. [14,15] also underscore the challenges for governments to fully utilize technology to improve public services and government administration, reflecting the practical hurdles in digital transformation [15].…”

“…However, addressing the potential challenges and pitfalls is critical in ensuring the responsible and effective application of digital technologies in the public sector. Digital transformation in public service delivery has resulted in a shift from bureaucratic to citizen centric, with digital capabilities improving customer experience and addressing common issues identified in the citizen journey [14].…”