United Nations’ Future of Digital Government survey rated nations on the scope and quality of online services, the status of telecoms infrastructure and human capacity.
Denmark, Finland and the Republic of Korea occupy the top three spots of the United Nations’ e-government services ranking for 2022.
But the survey of 193 UN member states reveals that many have fallen short in providing adequate online services.
Delivering basic information, products and services to a continuously churning and demanding citizenry isn’t easy. But by rethinking experiences, revamping processes and rewiring IT across interconnected ecosystems, government authorities can raise the bar on how people interact and transact with them to become a destination of choice, says Ismail Ozenc, a Service Line Specialist within Cognizant’s Digital Experience & Engineering Practice.
As access to government services accelerates across multiple online channels (i.e., private network applications, the worldwide public web, email, calls, etc.), citizens expect the same level of speed, flexibility, convenience and personalization as they experience in other aspects of their professional and personal lives.
Digitisation brings great new possibilities for the public service provider. If the change process is handled right, there is a potential service leap from traditional face-to-face interaction with the citizens to new forms of self-service and citizen empowerment. This leap can help bridge the increasing gap between what the average citizen expects and what the public servant is actually able to provide.
Read more: Digitised public service: how do we include everyone?
That was the resounding message at the United Nations Economic Commission Global Trade Facilitation Conference, which concluded late last year. Speakers from intergovernmental and trade organizations urged for better cooperation between regions to reap the global trade benefits of cross-border, paperless supply chains. But, in reality, much is still needed to tackle the current barriers to digital trade and, for now, a truly global, paperless trade environment remains somewhere in the distant future. By working together, different government and business actors can lift the costly, heavy, and increasingly outdated burden of paper transactions to better facilitate international trade.
In the contact center in particular, successfully meeting the demand for such eServices comes down to how effectively a center manages these electronic channels. A contact center must have the capabilities, as well as effective processes, for routing, monitoring and reporting on eServices channels. First, though, contact center decision-makers must determine the right eServices channels to deploy and when to deploy them.
Read more: The Value of Blending eServices and the Contact Center