To be a real leader, Canada must digitize government, inside and out

Spending the day in line every two years to renew a licence plate sticker or going in circles on the internet looking for a specific government form is a common frustrating experience for most Canadians. Canadians have become almost as well-versed in frustrating public service experiences as in harsh winters, but this doesn’t have to be the way we interact with our government. Almost all private sector companies have adopted technologies that improve the customer experience, and public sector leaders know they need to take a similar approach. As the public sector considers digital transformation, decision makers need to reflect on which government processes deliver value to citizens and which don’t. It’s time to reimagine citizen services and internal government processes so it can meet the needs and expectations of citizens and public servants in the 21st century. Changing demands from voters We live in an era of convenience. Voters today don’t want to spend hours on the phone or standing in line for simple tasks like submitting paperwork or changing their permanent address. And they certainly don’t want to have to repeat the process for every government program they interact with. They demand frictionless and integrated experiences, the kind they’re used to in everyday life—using mobile devices to order car service at the touch of a button, or fast and easy online banking. The government needs to deliver the same seamless experiences to meet the expectations of its citizens, particularly the next generation of voters who have grown up with technology. Cloud-based tools give governments the ability to bring the flexibility and seamlessness to service delivery that citizens expect. Cloud-based tools offer mobility and easy-to-use applications that work regardless of geographic location. They also provide data that can help government improve service delivery and refocus programs or policy so they’re delivering the right services to the right people at the right time. Meeting modern workplace expectations In order to truly and successfully transform into a digital government, the government must first attract the next generation of digitally driven public servants. But there’s stiff competition for skilled employees. Top talent with digital skills is often scooped up by large tech companies, or by the latest startup with significant growth potential. According to a recent report from LinkedIn on the skills companies need most in 2019, expertise with cloud computing ranks number one, followed by artificial intelligence. If the federal government hopes to meet 21st century expectations and truly become digital, there needs to be an emphasis on creating the type of workplace experience that attracts digitally driven employees. ServiceNow recently studied attitudes toward meaningful work in Canada and found that 82 per cent of public sector office workers needs the majority of their work to be meaningful. At the same time, they’re spending a third of their time on menial tasks. The next generation of workers are no different from citizens—they want things to be convenient and don’t want to be burdened by process. To attract the employees that can make the most impact in transforming government into a digital one, the public servant workplace experience must also be digitized to prioritize meaningful work over menial tasks. Ultimately, more satisfied public servants lead to better citizen engagement and more positive citizen experiences. Digital procurement can unlock potential Procurement is a lengthy process, and rightfully so. Public sector decision makers need to ensure they’re fairly selecting the right product, solution or vendor with the taxpayer in mind. However, when it comes to procuring technology solutions, there is often a disconnect between the decision-making timeline and how quickly technology evolves. By the time the need is identified, and paperwork has passed through the rigorous procurement process, the technology being purchased is often outdated. Rather than a transactional relationship between government and vendor that reappears every four years to sell a new product, strategic partnerships and subscription-based models ensure there is a continuous delivery partner and citizens, as the end users, are always being offered the latest technology and the best service. Governments should look to mimic the ways technology and new services are used both in the private sector and in our day-to-day lives. With subscription or as-a-service models becoming the norm for everything from music and movies to computer infrastructure, there is significant potential for similar models when it comes to government technology purchases. We’re beginning to see positive shifts take form with a new software-as-a-service procurement vehicle and the future looks bright as government leverages more of the technology that exists. Ultimately, if Canada is truly to become the leader in digital government that we know it seeks to be, we need to look at this transformation through the eyes of both internal and external stakeholders to meet the needs of all Canadians and maximize the value that digitization offers. Marc LeCuyer is the Canadian general manager of ServiceNow. The Hill Times