Working on an accessible, digital and efficient government.

Government institutions, and their administrative branches in particular, are engaging in massive transformations today. This has turned out to be a complex exercise. Unlike private organisations, they are compelled to remain accessible and usable for their citizens. At one end of the spectrum we find digital natives, mostly younger people who have grown up with digitisation. At the other end, we find a large group of citizens who are open to innovation but often lack the skills to make full use of them. Both groups should be able to navigate the service easily, in a way that matches their personal background and experiences.

It’s not only their interactions with citizens that Governments need to streamline and optimise. Internal optimisation is also important. In recent decades, many government departments have developed their own separate IT architecture, and now they are striving for integration. Administrations today must also take into account interoperability within the European context. The European Union hopes that by 2030, 80% of all public communication in the Member States will be digitised. Alignment of these systems and databases requires specialised knowledge and flexibility that is not always present in public organisations. That is why they are increasingly opting to engage the services of external partners that have a team that can quickly convert strategy into visible end-to-end solutions in the short and long term.

The fact that collaborations between governments and businesses can be very successful has been proven in Belgium over the past decade. A consortium of major Belgian banks and telecom companies developed the digital identification app itsme. The app was then recognised by the Belgian government and offered via the CSAM system. Today, itsme already has more than two million users.

Here's how to get citizens on your side:

Put citizens first
Government communication and digital services should not only be aimed at the 'happy few'. In a diverse, multi-speed Europe, your communication has to be accessible to everyone. This requires an inclusive approach tailored to each citizen.

Boost trust
In the coming years, society will be confronted with major challenges in the field of energy transition, education, social security and security. Although governments want and need to be accessible to all their citizens, today there are groups and individuals that do not feel (well) served. Digital tools can create a greater sense of openness and transparency, that results in greater trust in government.

Collect and refine data
Reliable qualitative data is essential for every government that wishes to optimise the services that they offer their citizens. Sometimes the data is already there, but is unusable because it is too dispersed, held by different entities, or it is not up to date. Integration of different systems into centralised solutions is crucial.

In a digital environment, citizens are also consumers, and they are accustomed to the frictionless experiences of large online retailers and telecom providers. They expect the same levels of performance and flexibility from the government. By using digital tools and intuitive interfaces, governments can work towards providing service standards that not only creates higher levels of satisfaction and peace of mind for their citizens, but also empowers them to be more self-reliant.

Working on technology that works for citizens:

• Start with technology.

People expect more and more from their governments. That is why it is essential to start with strong technological architecture that is designed for growth and inclusion. Serving every citizen optimally requires systems that can handle complexity and meet constantly evolving expectations.

• Integrate where you can.

Citizens today don’t expect to be sent from pillar to post. For administrations, it is therefore essential that the services are user friendly and can be integrated into an app. This is what can be achieved when digital solutions are built around the needs of the citizen, regardless of what their specific living situation may be.

Governments are aware that their administrative branches should not be islands. At the same time, they are less agile than large private sector players. We know how important compliance is for government services and applications, as well as reliability and predictability, and work to innovate within these frameworks. A strong technological foundation is essential for the development of applications and the creation of relevant content that simplifies the lives of their citizens. In doing so, we strive for the same seamless connectivity and interaction that every strong brand offers today.

1. Start with strong IT architecture

According to citizens, Governments should be a model of reliability and accessibility. This is only possible with the right technological foundations.

2. Build a love brand

In a digitised world, people judge their governments on the same parameters as they do with any other "brand." As an administration, feel free to think like a brand – how do I become a love brand for my customers? In this case: the citizen.

3. Facilitate private initiatives

The complexity of some projects often exceeds the capabilities of one organisation. Through cooperation with the leading experts, governments can often make rapid and efficient progress.

4. Pay sufficient attention to execution

More than just good intentions or good news, citizens want friendly service and user-friendly digital tools that help them in their everyday lives.