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Citizen-Centric Digital Transformation

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The pandemic enhanced the need to modernise and develop faster than before, says Shashank Sharma, Head of the Digital Experience Business at Adobe South East Asia. It also increased the standard for agile open team structures across all businesses, including telcos, with the intention of having a quicker go-to-market than in the financial and public sectors.

“We’ve been pushed to think creatively and with ingenuity. But the biggest problems we face in the public sector or public service agencies are outdated systems,” says Shashank. “There are legacy systems and databases that are siloed between various government agencies.”

He added that the public sector has long struggled with outdated technology and segregated datasets. These obsolete structures impede data sharing and interaction between government agencies, resulting in duplication of effort, errors, and inefficiencies in workflow.

“To close this gap, digital transformation is required. It entails upgrading and streamlining government systems to ease information interchange, reduce redundancy, and improve service delivery,” Shashank reiterates.

He stressed the COVID-19 pandemic which has accelerated the requirement for digital transformation in government services. The crisis highlighted the significance of flexibility and adaptability. To swiftly resolve the challenges posed by the pandemic, government agencies have been required to think creatively and innovatively.

In the face of swiftly evolving circumstances, the traditional approach has proven inadequate. Hence, to provide timely and effective responses to crises, adopting digital solutions and agile practices has become essential.

According to Shashank, the context of “citizen-centric” has gained prominence. It represents a shift in the emphasis on service delivery, in which the government’s interests are aligned with the requirements and preferences of citizens.

“Citizens now expect government services to be comparable to the exceptional digital experiences they encounter in the private sector — accessible at any time, from any location, and on any device,” Shashank reiterates.

He added that comprehensive policies are required to make digital transformation beneficial to economic growth and well-being. These policies should address issues such as gender equality, digital governance, talent development, and data governance. A cohesive, government-wide approach to digital transformation, driven by a digital policy that considers the requirements of all citizens, is essential.

“With the aid of a government digital policy that takes into consideration all citizens’ interests and preferences, a nation can develop a coordinated, whole-of-government approach to digital transformation,” Shashank explains.

Establishing a governance framework that promotes coordination, articulating a strategic vision, keeping apprised of critical digital trends and policies, and implementing a comprehensive strategy are essential steps for reevaluating existing digital policies.

He added that it is of the utmost importance to ensure equity and inclusion in initiatives and services provided to citizens. As digital services continue to proliferate in the public sector, it becomes increasingly essential to adhere to evolving guidelines.

According to Shashank, while initial expenditures in digital transformation can be significant, they frequently result in cost benefits in the long run. Process simplification, decreased paperwork, and better resource allocation all lead to lower operational costs. “Governments may use data analytics to make educated decisions thanks to digital transformation. This enables more effective resource allocation and evidence-based policymaking.”

Besides, transparency features are frequently included in digital systems, allowing citizens to track the status of their requests or applications. Transparency builds trust between the government and the general people.

“The agility afforded by digital transformation is critical in reacting to unanticipated crises like natural disasters or public health catastrophes. Digital tools speed up communication and resource allocation,” Shashank concludes.

PARTNER

Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.

PARTNER

As a Titanium Black Partner of Dell Technologies, CTC Global Singapore boasts unparalleled access to resources.

Established in 1972, we bring 52 years of experience to the table, solidifying our position as a leading IT solutions provider in Singapore. With over 300 qualified IT professionals, we are dedicated to delivering integrated solutions that empower your organization in key areas such as Automation & AI, Cyber Security, App Modernization & Data Analytics, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Renowned for our consulting expertise and delivering expert IT solutions, CTC Global Singapore has become the preferred IT outsourcing partner for businesses across Singapore.

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Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit www.planview.com.

SUPPORTING ORGANISATION

SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.

PARTNER

HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 

PARTNER

IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.