Effective service delivery through automation of public services

The process of converting analogue information into digital data is known as digitalisation.

This may include converting paper reports to pdf format. The data is not altered but rather encoded to a digital format, making it easily shareable and eliminating the need for paper-based documents.

The use of technology applications to automate repetitive mundane tasks in government processes frees up government employees for higher-value work.

This can help to streamline government operations by improving service quality, reducing costs, and enhancing overall digital transformation in the government and across the border.

Processes in HR, Finance, Administration, and Application Processing are automatable and easy to achieve with clear strategies that offer accuracy, consistency, scalability, and increasing transparency in government processes.

The Kenyan government has made significant strides in digitising citizen services such as online business registration over the years.

Government customer-centric departments are constantly challenged with managing massive volumes of documents and processes.

Identifying and modernising systems that can help streamline citizen-centric services will improve faster delivery,transparency, and accountability in government institutions.

Governments can win citizens' trust by improving their services to deliver exceptional customer experiences.

Customer needs are more likely to be taken into account throughout automated processes.

When there are fewer follow-ups, citizens are more likely to trust the government and take pride in being a part of a system that runs smoothly and effectively.

Digitisation creates an opportunity to evaluate existing processes and leads to their optimisation.

Migrating paper-based documents to digital formats makes it easy for information to be passed efficiently across departments and reduces the cost of printing and time taken for information to flow seamlessly.

Citizen-centric information can be made available online across relevant departments' websites.

This will lead to increased service delivery as well as improved customer satisfaction and reduced storage costs.

Datacap should be used as a comprehensive solution for document and data capture.

Datacap quickly, accurately, and affordably scans, classifies, recognises, validates, verifies,and exports data and document images.

This solution offers automated enterprise capture technology that integrates advanced document management capabilities into a digital workflow.

It analyses content to comprehend information and context, classifying key information from complex and variable documents.

While a time-consuming and resource-intensive process, digitisation is critical in improving government operations.

Digitisation and automation strategies must align with government priorities by leveraging systems and technologies that meet existing obligations.

Improving customer satisfaction requires a well-defined customer experience, step-by-step on boarding processes, and efficient workflows.

This leads to better data-driven decisions by improving data analysis.

Data is the primary fuel for government digital transformation, and it should inform how resources are invested, services are developed, and policies are updated.

Increased use of artificial intelligence for document analysis and data migration into standard formats necessitates institutions leveraging expertise, from existing modern technologies with end-to-end solutions that are highly customisable to the government’s use case.

Digitisation and automation processes can only result in a smarter, faster, and more cost-effective government agency.

Karen Kandie-Managing Director of IDB Capital