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Not all government staff can perform remotely and not all government services can be delivered virtually during the pandemic. Ensuring necessary and equitable access to services will likely mean a hybrid approach of both digital and physical access for citizens.
Nextgov provides 4 tips on setting this up successfully:
- Build digital ‘contact-light’ services
Governments must use predictive analytics to complete transactional citizen services to meet citizen expectations and predict current and future needs —everything from driving license renewal requirements to in-person appointment scheduling. Ensure employees are capable of working alongside new artificial intelligence resources, cultivating a culture of collaboration.
- Empower a distributed workforce
Not all employees have the tools to work effectively from home and some are insufficiently trained to do so. Governments must put in place the right people, processes and technologies to facilitate a greater shift to remote working, requiring for some employees only occasional visits to the office.
- Unleash Human + Machine Collaboration
Identify how to best apply new technologies, and at the same time identify which tasks cannot be undertaken by machines. While doing so, prioritize trust and transparency—with employees and citizens—so they are not threatened by automation and understand the benefits.
- Become an Ecosystem Orchestrator
By integrating and interpreting data from multiple government entities and the private sector, entities can deliver better integrated, smart and customer-centric public service using new data-exchange platforms to meet the expectations of citizens today.