7 Government Services That Are Best Suited for Digital Implementation
The digital transformation of government services involves the adoption of various digital technologies to improve how citizens experience and engage with public services. Intending to make government operations more efficient, transparent, and accessible, the shift to government digital services includes the development of mobile apps, digital identity systems, and other innovations.
Digital transformation enhances service delivery by providing citizens with convenient, round-the-clock access to essential services. It also promotes transparency and accountability by making information of critical value readily available to the public. Furthermore, digital transformation can lead to significant cost savings and operational efficiencies. This enables governments to better allocate resources and improve overall service quality.
In today's digital age, where technology plays a crucial role in everyday life, nations need to consider implementing digital solutions in the delivery of essential government services. As a starting point, explore these government services that are ideally suited for digital implementation:
1. Identity System
One government service that’s best suited for digital implementation is a country’s citizen identity system. This is vital for citizens who need to authenticate their identity when accessing government services. Once digitised, a citizen identity system can provide citizens with a seamless, secure, and efficient environment for accessing various government services.
An excellent example of a functional and efficient digital identity platform is Singapore’s Singpass, which allows citizens and residents to securely log in to hundreds of digital services with a single, unified digital ID. This system enhances security, simplifies access, and significantly reduces the risk of identity fraud.
2. Immigration and Citizenship Services
Documentation for citizenship or legal permissions in a country is another service that can benefit from a digital implementation. In the case of e-visas and e-residency, they facilitate quicker and more efficient service delivery. Additionally, these services promote efficiency by speeding up processing times and reducing paperwork.
In many countries that are implementing an e-visa system, applicants can quickly and easily apply for visas or electronic travel authorisation online. This streamlines the process and makes the services more accessible to qualified individuals
3. Financial Services
Disbursement and management of public funds and social benefits are also suited for digital implementation. This can help streamline financial transactions between the government and citizens. For example, online tax filing and online payment options simplify the process for citizens who want to be on top of their tax obligations and payment dues.
Apart from the convenience, digital financial services increase transparency, reduce corruption and human error, and ensure that funds are disbursed timely and accurately.
4. Healthcare Services
When a nation’s healthcare services make use of digital technologies, it can improve patient care and enhance the overall efficiency of the healthcare system. Digitalisation can involve the adoption of a range of digital services, from electronic health records and telemedicine platforms. The former stores patients' medical histories digitally, which makes them easily accessible to authorised healthcare providers and lead to better-informed treatment decisions. Telemedicine services, on the other hand, enable online consultations with healthcare professionals. This is especially beneficial for individuals with mobility issues or socio-economic constraints, as it provides convenient access to medical advice and consultations without the need for physical visits to healthcare facilities.
5. Educational and Learning Programmes
Digitalised government education and learning programmes can involve modalities like virtual classrooms, online courses and certification programmes, and digital libraries.
In Singapore, the SkillsFuture programme is one such example of a government programme that facilitates continuous learning and skill development through various online resources, which are available on top of traditional classroom-based offerings. These platforms provide access to education anytime and anywhere, and they help citizens upskill on their own terms and adapt to the evolving job market. Indeed, the SkillsFuture programme is a testament to the government’s commitment to providing accessible education beyond what traditional schools offer—while also being a testament to the benefits of digitalised educational and learning programmes.
6. Transportation and Infrastructure Management Services
Another set of government services that are ideal for digital implementation are transportation and infrastructure management services. Adopting digital solutions in transportation systems can enhance the efficiency of public and private transportation.
Among these digital solutions, transportation apps and online ticketing platforms have proven to be some of the most helpful in improving urban mobility by offering real-time public transportation schedules and convenient booking options to commuters. These digital tools reduce wait times and streamline the commuting experience.
There are also solutions that improve the efficiency of road networks. Smart traffic lights and advanced traffic management systems, for example, optimize traffic flow, which minimises congestion and reduces the rate of accidents. Digital tolling systems, on the other hand, facilitate seamless toll collection, which means motorists no longer have to stop when passing through toll gates. In many jurisdictions, these systems have eliminated the need for physical toll booths altogether, reducing delays significantly.
Together, these digital innovations create a more efficient, responsive, and user-friendly transportation infrastructure.
7. Emergency, Public Safety, and Resource Protection Services
Lastly, public safety can be greatly enhanced through the use of digital technologies. Solutions like emergency alert systems, digital surveillance and monitoring, and online crime reporting platforms can improve safety in neighbourhoods and larger communities.
An example of such a solution is Singapore’s SGSecure app, an initiative by the Singapore government aimed at enhancing community resilience and preparedness against potential terrorist threats. It provides real-time alerts during emergencies, offers guidance on appropriate actions to take, allows users to report suspicious activities, and includes emergency contact information. The app also facilitates location tracking for emergency situations, ensuring users can quickly access safe zones or emergency facilities nearby.
As this tool has proven, digitising crime reporting contributes to public safety. Police@SG, an initiative of the Singapore Police Force, is another initiative that exemplifies this. The app provides the public with helpful information like the latest crimes and makes reporting suspicious incidents more accessible. The platform also empowers citizens to alert the police immediately, knowing that they can keep their identities anonymous. As a result, law enforcement agencies respond more effectively.
Digital transformation is revolutionising how government services are delivered, making them more efficient, transparent, and accessible. Policymakers can take the initiative and explore these government services as top priorities when embracing digital solutions. When governments support these digital initiatives, it can pave the way to building a smarter, more responsive public sector that meets the evolving needs of their citizens.
