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CX/Digital: How it can improve connect between government and its citizens?

Recap to Early 2000-
Not so long ago, I used to stand in the long queues to pay my annual property tax to Municipal Corporation in Pune (India). Sometimes there used to be other grievances such as faulty tax bills and incorrect imposition of tax. It was not easy to get those grievances resolved. One literally had to visit the concerned department/office multiple times. There was no clear ownership defined and how long it could take to resolve the issue was anybody's guess!
Sounds Familiar? I am sure each one of you has gone through similar kind of experiences in the past decades or so. It could about State Electricity Department, Passport, Regional Transport Office (For License Issuance), Landline/broadband. The list could be ever expanding.

Fast Forward to 2010+
Things are changed now. With the launch of dedicated portal(s) it's easier to pay the property tax with few clicks, anytime/anywhere. The situation further eased/improved with the launch of mobile applications! The Multi-channel touch points (Helpline Number/Emails etc) help to resolve the grievances without being hassled to visit the concerned office.
What made this transformation possible? The answer is 'Technology'.
Technology has immensely improved the connect and ensured greater collaboration between various government departments and its citizens.
And it's a no brainer that the CX is at the forefront of this digital transformation. People, Process and Technology are the key elements for a successful CX solution.
Through the rest of this article I want to articulate my thinking on how the technology, the digital transformation/the CX can further improve the lives of people and what the future CX initiatives could be!


Technology is for the people (& not the other way round). Any transformation should start with people. Who are they? What they want? What are their needs? What they want to access? How they want to communicate? How their day to day lifestyle can be bettered?
Technology should then create the experience that will serve the entire population. An early engagement with citizens will go a long way in providing the kind of tailored CX approach. For example:
In 2016 -as a part of 'Smart City' project undertaken by central government of India, Pune Municipal Corporation (PMC), launched a campaign where by it invited suggestions from the citizens as how they want their city-to-be in future. Multiple channels were used to reach out to people. Web Portal, Promotions to FM Radio, Phone lines, print media etc.


The Process needs to be designed in such a way that it simplifies the day-to-day transactions that an ordinary citizen goes through. Optimal process will ensure that there is minimum interference that a citizen has to deal with. One of the best example I can think of is - linking of Adhar Card with the savings bank account for receiving direct subsidies. It is truly citizen centric process with complete transparency ensuring that only deserving people get the subsidy benefits.
Another example is Passport Application. With the online portal in place, citizens can fill up the form, get an appointment, and make payment, track SLA and the status of application online. The SMS and e-Mail services to keep the people updated on the status of their application have further helped the citizen delight. Applying for passport used to be an uphill task not so long ago where without middleman it was almost impossible for an ordinary citizen to deal with it.
Technology empowerment is not merely about providing the services to the citizens at their fingertips. It should further boost the citizen engagement and social growth by having the say in various key initiatives undertaken by governments with provision for instant feedback and social support.
Technology is the backbone of any CX transformation journey. Let me outline the key application building blocks (ABB) that are integral part of CX transformation and the underlying technology that could master these building blocks
Citizen Interaction - A seamless interaction enabled via multiple channels like phone, e-mail, web self-service portal is the entry point for any CX transformation. The Oracle provided applications like Service Cloud, Siebel eService can easily be leveraged for the same. Recently for one of the government client in Canada as a part of its Road User Safety Modernization Program, Infosys successfully implemented the CX transformation journey using Siebel eService platform
CRM - This ABB interacts closely with 'Citizen Interaction' ABB and helps government departments to serve the Citizen requests which can't be auto fulfilled via Web/Mobile channel. The CRM ABB also helps in addressing the grievances/suggestions/improvements from the citizens. Siebel Public Sector CRM /Microsoft dynamics CRM /SFDC are some of the CRM technologies available in the market to meet the CRM capabilities
Knowledge Management
KM is the process of creating, sharing and storing the knowledge repository. Its sole purpose is to improve the performance of each individual department by providing the right information first time and thus ensure that needs/problems of the citizen are served more efficiently and effectively. Oracle Inquira, Open Text are the technologies that can support this ABB.
Analytics - Use technology to analyze the trends, determine the people and process efficiency.
Taking the boundaries of CX to the next Level Future Improvements
I foresee a single interconnected portal with an electronic link between the local departments, authorities, and administrations (Municipal Corporations), and between the latter, the central government and other state governments. This will be a one-stop-shop for all citizen needs with a seamless connect between government and its citizens.

Conclusion - If the government considers the people, process, and Technology aspects as mentioned above, it will improve the efficiency, sustainability, and citizen experience.

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