Remember the good old days when eCommerce and social media were just getting big? ECommerce led to more touchpoints for businesses to connect with customers, and social media was a new channel to reach even more with consumers. In the early 2000s, positive sentiment and loyalty were important— eCommerce and social channels were examples of some ways to drive these. Well it’s 2020, COVID-19 is here, and now sentiment and loyalty aren’t just critical.

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In my last blog, I discussed a few ways governments can create citizen journeys with API-led connectivity to address the inertia caused by legacy IT systems. We return to the second reason digital government services are held back: providing secure services. In this blog post, I’ll review the fundamentals of dealing with digital government services and how governments can create a better citizen experience through these fundamentals.

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In my previous blog posts, I outlined a number of concepts and challenges faced across governments building digital ecosystems. With those building blocks, how can we build a secure application network for governments to support the concept of citizen journeys?

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As I mentioned in my previous blog post, it seems that delivering real digital government services are being held back for two principal reasons: firstly, the inertia caused by legacy IT systems (the solution to be covered in my next post!), and, secondly, a lack of confidence in their own ability to provide a secure service, be it a concern for data breaches or lack of service (remember the Australian Census problems). 

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As governments collect and share my data more freely across departments, they support the cross-departmental needs of my citizen requirements, organizing themselves to serve me as one holistic government.

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