Channel layer - Move to ‘Digital First’ channels, and make offices and queues a thing of the past - Shift the focus from large modernizations which take years… to digital services that can be delivered in an agile way in weeks and months. Providing G2C experiences where the citizens are adept at transiting between Website, Mobile App, Chatbots, Facebook Messenger, Voice Chat, and many other emerging engagement platforms. The aim is also to allow users to migrate from one channel to another seamlessly. As an example, a citizen might fill up part of the application on the website… continue on the mobile phone to take pictures of the documents and chat with a chatbot to complete the form… shift to voice to clarify doubts and pay using digital wallet on mobile. Omni-channel is not just about providing experience on all the channels but more importantly, the continuity of the experience across them.
Experience Layer - Build User Experiences rather than individual transactions – Focus on citizen needs, events in life that trigger services from multiple agencies – Rather than vehicle registration- think vehicle purchase, rather than ‘out-of-state license’ – think ‘moving in to state.’ This will allow other agencies to easily plug in to the citizen event and offer a seamless one-stop solution to their needs. Experience layer maps the services provided by multiple agencies into an Experience Packet. A simple example of experience packet could be the following:
Move into State
- Live – Home address registration, Housing Lease, Development permit
- Travel – Driving License, Parking permits, Transit Passes, Vehicle registration
- Transact – Register child birth, deaths, avail medical and emergency services
- Other engagements – Business ownership permits, Taxation Related, register a complaint etc.
You’ll notice a lot of these transactions would require a citizen to interact across multiple central/ federal, state, council, or city government departments. The experience of the citizens in these cross department journeys can be significantly transformed.
Experience Enablement Layer – Create a digital platform at the state level. This digital platform will be the entry point for the citizen to be able to get services from the government quickly, require agencies (public and private) to plug and play the services in to this platform to unify the experience and service delivery
- Digital Authentication/ID – Provide a state level ID. This will allow users to easily interact with multiple agencies in a secure way. This ID should be a multifactor authentication ensuring that the users’ credentials are not compromised. Providing a central mechanism for this also allows other public agencies to focus only on the services offered by them.
- Digital Payments – Customers expect government agencies to provide the same experience that an Amazon or other retailer websites/ apps provide. This means a cart-based experience, multiple transactions, multiple agencies, single payment using all of the prevalent payment mechanisms and capability to extend to new ways of making payments such as Google Pay, Apply Pay, as well as traditional mechanisms such as credit, debit, check and direct payment from bank.
- Document/Data Exchange – Create a secure data exchange for public and private agencies to get access to ‘documents’ and verification data. Encourage private agency participation in the data exchange as the consumer and provider of such data. This will require definition of data, data ownership across agencies, as well as data security controls to be put into place.
- Digital Transaction Flow Process – Provide a simple wizard-based UI for transactions. Most government services will have similar business processes i.e. fill up data, provide supporting documentation, and make payment. This will free up agencies to focus on just individual transactions and not have to worry about rest of the user interaction.
- Notification management – A centralized notification management system that can be used to update customer progress of the transactions across multiple agency transactions.
Integration Layer – Allow seamless data exchange with agencies, within agencies based on events that will be raised by the state digital platform, use of message queues, rest-based APIs will allow data exchange with multiple public / private agencies seamlessly.
Agency Layer – Each agency provides the data structure and the microservices to handle the related transaction flow. IT consists of two core pieces: A micro frontend – Views that allow the data collection forms to be rendered as a wizard and a set of microservices that allow interaction with the back-end system of record applications. This allows a user application to be accepted and posted to the agency microservices. This also isolates the common core digital platform from entanglement with the agency-specific domain knowledge.
Infrastructure layer – Cloud First – Move the infrastructure for the Applications into Cloud, provide mechanisms for Teams to experiment with less upfront costs. Implement DevSecOps and automation both at the Central Digital Platform level, and encourage agencies to move to agile development by providing the knowhow and infrastructure.
Blockchain-based Offline Documents – Provide mobile versions of the documents such as certificates and credentials, which can be used to validate in offline situations.
We are seeing a lot of governments across the world move up the e-governance value chain, based on the UN report. However, the ease of doing a transaction is being taken to a different level by certain countries in Europe and Asia, key leaders being South Korea, Singapore, Dubai, and Estonia. Larger, state and federal structured nations have more complexity at hand, and require a greater emphasis on architecture design.
In closing, we at Wipro have been working with global governments to establish a truly citizen-centric approach for designing citizen-centered journeys, developing the core technology foundation along with an architecture for success. We have worked with central, state, and local governments, creating ‘a one government’ view for citizens, and enterprise architecture meta-model for making the Citizen Experience Continuum a reality.
We’re happy to discuss deeper possibilities and take a practical approach for an initiative roadmap and the next steps.