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Digital Transformation Rebuilds Public Trust

A recent survey from the National Association of State Chief Information Officers (CIOs) asked a variety of open-ended questions about COVID-19 and how things have or will change because of the pandemic and what might remain the same. For CIOs, there is no going back to pre-pandemic business models.

The pandemic has highlighted the value of technology and how it is critical to the delivery of government services and the productivity of state employees. CIOs also thought their role could become even more important in the workforce conversation as remote work policies and culture begin to change.

According to the survey, 90% of state CIOs said that the pandemic increased demand for digital government services. When asked what the biggest driver was behind expanding digital services, almost 75% of respondents said providing a “better online experience for citizens.”

Meanwhile, rapid advancements in customer experience technology in the commercial sector have elevated Americans’ expectations for the government’s digital services. Individuals are demanding seamless interactions, mirroring that of the private sector. New data suggests the widening gap between expectation and reality threatens to further undermine trust in government.

Governments are facing a trust deficit among the constituents they serve. While there are many causes for the lack of confidence, rebuilding trust with the public is essential to getting communities back on track following the global pandemic.

A recent survey of over 24,500 people across 36 countries explores the quality and accessibility of government services, the impact of how these services are delivered, and how governments can improve digital service delivery to meet the needs of the customer.

Government agencies that provide seamless digital experiences and communicate the benefits of sharing data indicate greater levels of trust among their constituents. Poor digital experiences or lack of transparency can harm the public’s perception of trust in government.

Across 36 countries surveyed, 87 per cent of respondents said that a great digital government customer experience would increase their degree of trust. And of the 25% of customers who said they accessed some form of government digital channels at least once per day during COVID-19, only 12% said that their government’s digital government services were meeting all their needs.

By identifying a clear link between digital service quality and the overall trust and confidence that customers have in governments, this new research gives policymakers a roadmap for rebuilding trust, starting with improved communication with constituents and streamlined digital services.

Improving Communication with Constituents

The importance of communication during the COVID-19 pandemic has been twofold. First, many organisations that transitioned to remote work to protect employees’ health and safety and now rely on online channels of communication to continue to deliver services. Second, governments must quickly communicate the latest information about the virus, available benefits, testing and now vaccines.

Online information should be easy to locate, benefits should be simple to apply for online and customer services should be responsive. Online platforms and services that clearly communicate information to constituents, are easy to navigate and readily accessible enable government agencies to deliver on their missions and provide constituents with essential services and benefits during day-to-day functions such as renewing a driver’s license or, in times of crisis, applying for housing or financial aid.

Streamline digital services

Technology companies and digital leaders have set the bar high for customer expectations around digital services. Government agencies can take away valuable insight from the private sectors’ years of innovation. Building and improving existing platforms that make it easier for customers to find the information or service they are looking for improves the user experience.

By following the private sector as a model and establishing a better digital relationship with constituents, governments can more efficiently deliver on their missions and win back constituents’ trust. Establishing a strong relationship with constituents will in turn result in a more personalised approach and better government service delivery.


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.


CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.


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.


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.


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. 


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.

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