Public sector organizations have a critical role in delivering services to an expansive, often global, audience.
Traditionally, though, the public sector has often been associated with bureaucratic inefficiencies and outdated technologies. And with citizens now accustomed to the convenience and accessibility of private sector business services, public organizations must adapt to meet their evolving needs and expectations.
Fortunately, digital technologies offer solutions to these challenges. They can enable public institutions to streamline their operations, enhance service delivery, and ultimately improve citizen satisfaction and livelihood.
Having worked alongside world-renowned development organizations, we have seen the incredible potential digital tools can bring to the public sector. Here are some of our insights.
Most public sector organizations — whether government agencies or NGOs — aim to serve and aid as many people as possible and alleviate as many risks and challenges as they realistically can.
Digital solutions have revolutionized the way these institutions achieve their objectives. Integrating advanced technologies like automation, artificial intelligence, machine learning, and data analytics has allowed public institutions to do much more — and at a larger scale.
One common approach is the development of digital public goods (DPGs) — widely accessible digital products that serve the public on a large scale. Some examples of DPGs include digital ID systems, viral infection contact tracing apps, and open-access digital libraries. Other tools encompass advanced communication and service delivery channels for both internal and external audiences, solutions for data analysis and visualization, and more.
For instance, at Mäd, we’ve helped public sector organizations design and develop websites, but also build digital products such as
Of course, there is a much wider range of uses for digital technologies in the public sector. Let’s delve into a few of them.
One of the main challenges faced by public sector organizations is the complex and often lengthy processes that can create bottlenecks and inefficiencies.
With large numbers of global branches (particularly for international institutions) and having to deal with strict guidelines, it’s easy for approval processes to get stuck and for crucial actions to be delayed. This is often called “red tape,” broadly defined as rules and regulations imposed on organizations that can negatively impact performance and desired outcomes.
So, in introducing digital solutions, public sector entities seek to cut through the red tape.
Digital tools powered by new technologies can refine and optimize processes, ultimately reducing bureaucracy and enabling public sector organizations to operate more efficiently.
Implementing chatbots or virtual assistants on public institutions’ websites can provide visitors with faster, more comprehensive support. For example, the Singapore government has a chatbot, Ask Jamie, connected to its branches’ websites to improve service delivery. The tool uses natural language processing and AI to answer common queries and guide visitors to relevant services and resources. In doing that, the chatbot has reduced the burden on call centers and enabled public sector employees to focus on more complex queries.
To speed up admin tasks, public organizations can implement automation. The Australian Tax Office (ATO), for instance, has started using automation solutions to reduce manual processing times and improve accuracy in their processes. Their initiative utilizes robotic process automation (RPA) technology to automate tasks like data entry, documentation, and review, as well as to produce better data analytics insights to offer personalized support to taxpayers. This has allowed the ATO to provide more efficient and streamlined service to Australian citizens.
Public sector organizations are typically run through a combination of internal operations plus external support, sponsorships, and participation from governments and citizens.
Digital technologies can enhance citizen involvement by creating more convenient and accessible ways to interact with public institutions. For example, implementing online portals lets people provide feedback and access services without physically visiting an office. This can lead to greater citizen participation in local decision-making, along with increased transparency in the governance process.
Social media can be leveraged to create channels for citizens to voice their concerns and interact with public organizations on a more personal level, but institutions may also choose to run initiatives via their own digital platforms, introducing novel ways of sourcing support, collaboration, or sponsorships. At a higher level, digital solutions can also enhance human resources capabilities and provide new procurement mechanisms.
A great example of this is the online platform developed by the United Nations Development Programme (UNDP) to facilitate its Digital X project. This initiative was designed to find, support, and connect scalable digital solutions with the diverse needs of UNDP offices and governments in 170 countries. It’s not only capable of sourcing a large number of individuals and teams with unique skills and offerings but also helps them find each other and form fruitful partnerships.
Digital solutions can also be deployed by government agencies. The Singapore government's Smart Nation initiative, for instance, includes a range of digital technologies and services aimed at improving the lives of citizens. Some notable ones are the MyInfo platform, which enables citizens to access government services with a single login, and LifeSG — a similar app designed to support citizens at all stages of life, especially families with young children and seniors, in receiving personalized government services.
It can be challenging for public organizations to communicate with and support all the groups that need to be aided. To do this requires the integration of not only digital services but also actual, on-ground activity.
However, digital technologies still have great potential to enhance their service quality. Advanced digital tools can enable public organizations to make use of data — which has become increasingly accessible and comprehensive — to develop and improve existing digital infrastructures and achieve much more.
A great example is the World Food Programme’s (WFP) use of predictive analytics to identify areas at risk of food insecurity. By analyzing data on weather patterns, crop yields, and other indicators, the WFP is able to anticipate food shortages and deliver aid more efficiently, ensuring that those in need receive timely assistance.
Another unique solution is Somleng — the world's only Open Source Telco-as-a-service (TaaS) and Cloud-communications-as-a-service (CPaaS). Somleng is an open-source tool that enables communication across people and communities without the need for internet connectivity, via interactive voice response (IVR) and a few other technologies.
Among its many purposes, Somleng is used to run Cambodia’s Early Warning System for natural disasters, which delivers warning messages directly to the mobile phones of people at risk. On a larger scale, it is also deployed by other international organizations to reach remote and vulnerable communities worldwide.
Digital innovation is no longer an option for public sector organizations; it is a necessity.
To fully thrive in today’s world while serving society’s changing needs and expectations, the public sector must adapt and progress. By embracing digital tools and strategies, organizations can access and utilize more data, using the insights to anticipate citizen needs, deliver better service offerings, and aid more people. This also enables them to streamline processes, make data-driven decisions, and improve service quality — and scope — over time.
At Mäd, we’ve observed firsthand the benefits that digital solutions can bring to the public sector. We encourage both private and public sector organizations to welcome new technology and work towards delivering better services for citizens in the digital age.
If you’re interested in pursuing innovation to enhance your company’s strategy and improve operational excellence, don’t hesitate to reach out to us at hi@mad.co.
