Digital Transformation in Public Services: The Best Practices to Simplify Processes

Digital Transformation in Public Services: The Best Practices to Simplify Processes

Stefan af Bjur |June 12 2019 5 min

Perhaps you are under pressure to improve efficiency while also innovating with digital technology? This can often lead to conflicting pressures on the time and budget you don’t have.

To help you navigate this challenge, we’ve created ten best practices you can use to simplify your existing processes. And they’ll improve your customer satisfaction at the same time.

Team Discussing Digital Transformation to Simplify Processes

The top ten best practices to simplify processes with digital transformation

Simplify your meet and greet

Many of our public service customers have multiple reception areas creating a complex process for citizens to request the service they need. These can be simplified and consolidated into central areas with options for people to ask for help. You can offer self-service digital screens or staff with tablet devices to connect their needs.

Connect the customer experience

The entire customer experience consists of many different touch-points and be very complex to manage. You can simplify by digitally connecting the online-to-office customer experience, giving one view. You can also get feedback insights on everything from advanced appointment booking to the service provided.

Better manage demand

By digitally transforming your appointment scheduling you get advance notice of customer requests and the ability to manage demand. Customers also feel informed and in control of their needs.

Match staff skills with the needs of customers

If you offer many different services, you will have various levels of staff skill sets. Technology can help you transform and match the needs of your customers with the abilities of your staff. And it can even help you book appropriate resources.

Provide digital touch points

Customers want to have choice and be served without added wasted time. Offer them the choice of digital self-service, such as touch-screen kiosks. They can select a service, provide their details and be notified when it’s their turn.

Use apps for hands-on control

Connect customers to service from anywhere using smartphone or tablet apps in your service offering. Customers can digitally let you know they need service before they even arrive. Or let you know if their plans have changed. Staff can see the latest customer demand in their hands and react if goals are not met.

Harness data insights to improve workflows

Data and insights can give you real competitive advantage and differentiate your service offering. Easy to use real-time data can help you monitor how your processes are working and make improvements.

Educate and excite your customers

With digital signage you can provide real-time waiting times. And also display educational and promotional messaging. This keep customers entertained, increasing experience satisfaction scores.

Get customer feedback to make change

You can use customer feedback to improve your processes. By requesting on mobile devices post-visit, you get the added insight you need to make changes.

Centralize your operations

If you have multiple locations, look to digitally transform and centralize management of citizen flow in order to deliver a consistent experience. Get the data views you need at local, regional and multi-region levels.


Discover what’s possible with customer journey management and digitally transform the experience. Learn how to choose the right solution for you, and get a checklist on the important things to consider when choosing a solution.

Download the Guide and Checklist


Stefan af Bjur

Stefan af Bjur

Global VP Sales Enablement.

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