Self-Service Is No Longer Just A Trend: How Government Agencies Are Improving Citizen Engagement And Streamlining Digital Transformation

Throughout all industries, self-service automation has become key to driving next-generation workflows and to saving money. The same holds true for government agencies, who, in the early stages of modernizing business processes, tended to look only at reducing costs. As their strategy and implementation developed, the digital transformation process included a move towards improving user engagement and experiences. Today these efforts continue, with a particular focus on delivering better user experiences, including improved engagement and transparency. According to a global survey by Deloitte University Press, “The Journey of Government’s Digital Transformation”...