In an era of modern government that is citizen-centric, the future is a Connected Public Sector Organisation delivering better experiences to enable faster mission delivery. They are connected to their citizens, their employees, and to each other, with an ability to deliver rapidly, safely, and at scale. Saoirse Stronge and Cormac Deady of our Infrastructure and Government team explore below.
Aligned and engineered around the citizen and the users of its services. It is a borderless organisation where people, data, and technology interact for new levels of productivity and value creation. This in turn allows the organisation to increase the speed to mission delivery, which is fast becoming a top priority for public sector organisations around the world.
To increase speed to mission delivery, national, and local governments are combining separate business and technology strategies into a single delivery strategy, underpinned by modern technology which drives this strategy.
We saw some successful examples of this at the recent Public Sector Digital Transformation Awards, where many public sector organisations demonstrated really innovative solutions to a range of business and citizen-focused issues, delivering solutions rapidly through the combined power of broad team collaboration and modern technology.
Putting the user at the heart of design enables organisations to adapt and continue to deliver better quality experiences while also realising value in the investment when it matters most.
So how to focus on the right things & modernise faster?
- Fulfil people’s needs (human-centred design): Organisations that only focus on processes and technology in their digital journeys rarely achieve the outcomes they need. Leaders need to clearly understand people’s needs with each experience. Human-centred design can help build equity into the experience from start to finish. It guides the experience creation process by helping contextualise to understand the high-level problem to be solved and empathise by talking directly to individuals the program most affects. Digital applications that provide a positive user experience have the potential to benefit everyone.
- Start small, move fast: With limited budgets and growing digital services demand, public sector organisations should deliver digital solutions fast so employees can be productive, and citizens can access services. An agile development approach can speed up outcomes and help ensure they meet users’ expectations since the approach focuses on continuous improvement and how technology affects people.
- Collaboration across the public sector network: On their journey to offer citizen-centric services, governments should embrace digital leadership, creating platforms that make it easier for departments and agencies to share and access data, and that enable the concrete actions that deliver more successful outcomes for citizens.
- Keep pace with innovation: To increase speed to mission delivery, organisations are combining what was previously siloed business and technology strategies into a cohesive and holistic delivery strategy driven by technology. To run at market speed, public sector organisations should reimagine the role of technology and how they apply it.
Get in touch
Building human-centred design into your public sector project from the beginning can reap rewards. If you are planning or reviewing your digital experiences, we can help. Contact Saoirse Stronge or Cormac Deady of our Infrastructure and Government team for an initial conversation.
We look forward to hearing from you.
Saoirse Stronge
Director
KPMG in Ireland
Cormac Deady
Partner, Head of Government & Public Sector
KPMG in Ireland
