“The delivery of digital services has become more complex as expectations increase and many new and more sophisticated users — whether residents or other departments — are utilizing government web services,” PTI says in an infographic of the survey results.
The end goal is simply good customer service. And agencies can learn a lot from the private sector on how to deliver digital services. In an article for McKinsey & Co., authors Tony D’Emidio, David Malfara and Kevin Neher say that corporate examples can lead the way for government.
“Technology has handed consumers growing power to choose how and where to buy products and services, and customer-friendly leaders such as Amazon and Apple steadily raise customer expectations for superior service ever higher. We find that how an organization delivers for customers is beginning to be as important as what it delivers,” they write.
MORE FROM STATETECH: Find out how different states are going on a smart state journey.
The Importance of Simplified Identity Management
In the report “Delivering the digital state,” Deloitte’s William D. Eggers and Steve Hurst provide some excellent guidance for government agencies seeking to transform the digital experience and bolster digital government.
Eggers and Hurst also praise Michigan. “The MILogin identity management system allows users to access state information and applications, including private data, from multiple agencies with a single sign-in,” they write. “The system uses tools such as credentials verified by a third party, strong passwords, and multifactor authentication to protect the user’s identity, with specific requirements determined by the agency that owns each application.”
Roughly 4 million Michigan residents use the system, reports Government Technology.
Thanks to careful planning and enforcement by Michigan’s Department of Technology, Management and Budget, citizens enjoy good customer service. With some planning and ingenuity, most other state and local governments can follow its example.