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5 of the Biggest Trends in E-Government

Doug Jones

There’s no question about it — public sector organizations are striving to keep pace with the private sector’s digital transformation.

Artificial intelligence, automation, mobile applications, and advanced analytics platforms have empowered private sector organizations to simplify their backend operations, function more cost-effectively, and improve user experience. Not to be left behind, many government agencies are now turning to technology to improve the efficiency and effectiveness of their own operations. Here are five of the top IT trends currently transforming the e-government landscape:

1. Increasing Mobile Device Engagement

The rising popularity of mobile devices has led to a significant spike in mobile web traffic. In fact, mobile devices were responsible for almost 52% of global website traffic in the first quarter of 2020 alone. 

Many government agencies are taking advantage of citizens’ increasing reliance on mobile devices, ramping up the mobile functionality of their websites to ensure users can seamlessly navigate various web pages and online forms from their smartphones. Countless other organizations are taking things a few steps further, providing citizens with text reminders of appointments or application deadlines and encouraging them to report non-emergency situations — like graffiti or dangerous potholes — to a text-based hotline. 

2. Cloud-Based Platforms

Cloud computing isn’t new, but the flexible nature of its infrastructure has been on full display during the COVID-19 pandemic as organizations transition to working almost entirely remotely. Before the outbreak, Gartner predicted that the worldwide public cloud services market would increase 17% in 2020 to total $266.4 billion, up from $227.8 billion in 2019. While researchers are still trying to assess how the pandemic has affected these estimates, many believe that the new metrics could fall substantially higher than those originally predicted.

Like those in the public sector, many public sector organizations have turned to the cloud in recent years to improve the efficiency of their operations, enhance business continuity, and increase the utilization of collaborative tools. This adoption of cloud-based platforms will likely continue—and possibly accelerate—as the COVID-19 pandemic persists. 

3. Predictive Analytics

Cloud computing lends itself to data collection, which in turn can be used to drive predictive analysis. Artificial intelligence (AI)-based predictive analytics services use efficient, autonomous processes to empower government employees to proactively detect and prepare for challenges on the horizon, rather than reacting to them once they have occurred. Fraud investigators, social service employees, disaster response agencies, health care providers, national security experts, and more have all turned to predictive analytics to make more informed decisions. 

4. Artificial Intelligence

There are numerous ways outside of predictive analytics that AI and machine learning can be used to significantly improve the efficiency of agency operations. At present, government caseworkers spend nearly two-thirds of their day manually filling out paperwork. This limits the amount of time these employees can spend engaging with the individuals and families they serve and also increases the likelihood of human error. AI automates many manual processes, reducing errors and allowing employees to focus on what matters most: helping their communities. 

Several communities are also turning to AI to assist with contact tracing in the wave of the COVID-19 pandemic. In the event of an outbreak, AI-based location positioning systems will allow these communities to quickly identify all of the individuals impacted and reopen as safely as possible.  

5. Personalized Customer Support Technology

Personalization is the key to success for public and private sector companies alike. Government agencies that embrace technology are better equipped to provide a personalized, seamless citizen experience through the use of chatbots, remote help desks, unique digital identifiers, tailored email blasts, and more. These solutions allow agencies to quickly trace records and dispense personalized information and support in real-time.

Make the Most of Technological Innovation 

Jumping on board with new technology systems can be challenging and expensive, which is why having the right IT service provider in your corner is vital.

Epiphany’s highly responsive, experienced team of remote IT support technicians are uniquely qualified to support a vast array of e-government initiatives. Through device provisioning, help desk support, end-user training, and more, we’re prepared to help public sector agencies improve their efficiency and better serve their communities. Contact us today to learn more. 

Doug Jones

Doug Jones

Chief Strategy & Development Officer

Doug’s 30-year career spans sales, operations and IT management, as well as teaching, consultancy, and numerous C-suite roles.

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