Government agency applications were generally form-based, ‘tic box’ approaches that were easy to implement. These applications, on the other hand, constrain the ability to be replicated by other agencies and collaborate with related projects.

Trying to process today’s work with such legacy approaches and infrastructure puts an incredible burden on the government workforce, requiring excessive manual work to examine undocumented data files and coordinate them across disconnected systems. This has caused inaccuracy and hindered the flow of data in operations.

With a dramatic spike in workloads during the pandemic, only a fraction of the manual work gets done; and errors, fraud, waste, and abuse are inevitable.

Digital transformation should stem from the purpose of using technology to enhance citizen experience – personalised, interconnected and seamless.

As such, a successful digital transformation requires strong leadership, where governments invest strategically to leverage the right technologies. In this case, investing strategically means having digital initiatives focused on citizens