10 Keys to Building the Public Sector Technology Journey

In a context where the Private Sector is having a great influence, expectations are rising and we expect to have the same capabilities as citizens, businesses, or public employees in the Public Sector. Taking advantage of modern platforms is crucial for Public Administrations to offer the expected services and information to address large and diverse audiences from citizens to businesses to public employees.

According to a recent Accenture study, people want more digital interaction with their respective governments, increasing from 29% to 39% in just the last two years. However, more than half of the respondents (53%) said accessing public services is frustrating and only one-third (36%) find government processes and interactions intuitive

10 Key Capabilities for a Digital Public Sector

The capabilities we identify as critical for the digital evolution of governments are aimed at increasing employee efficiency while optimizing the investment already made. Multisite Capability: Creating Different Sites on the Same Platform Multi-site capability allows you to rapidly create the solution you need and lay the foundation to grow and develop in an agile, stable, and sustained way through a single platform provides the following benefits: l One place to administrate all sites. l The capability to share information, content, documents, and assets dynamically between all sites. l A single point of integration between the rest of your legacy technology systems.

Single Management Point for Reducing IT Complexity

Global IT spending is expected to increase to around 4.66 trillion U.S. dollars in 2023.

Having tools that allow IT employees to be freed up to dedicate their time to higher-value tasks is key to providing added value. Therefore, prioritizing the reduction of tech stack complexity is vital so IT resources can be used for strategic tasks.

One major obstacle to increasing the productivity of IT teams lies in the need to manage different systems. Therefore, platform management should be simple. Administrators need to be able to configure the complete platform through the UI itself. Reducing complexity by unifying management on a single platform saves time and money every single day that platform is in use.

2. Agile Deployment of Custom Digital Solutions

A large part of transforming the public sector is the iterative process of digitizing the services that a public entity offers to its citizens and businesses while giving government workers the capability to manage these services. For this purpose, it is necessary to have pre-built features provided in a platform to minimize the cost and the effort to build a custom solution, without losing quality in the application development process

3. Low-code/No-code: Empowering Non-IT Users

Low-code/no-code solutions help you to overcome challenges through high-speed application delivery and rapid customization. Low-code/no-code solutions can reduce development time by up to 90%.

The Public Sector needs to empower non-technical users by providing capabilities to create content, websites, and landing pages without relying on IT support.

When creating web content, it is valuable in terms of productivity to have Out Of Box (OOTB) tools that improve the user experience and increase productivity.

Moussalam Dalati, General Manager, Middle East, and Africa, Liferay

users, whether citizens, businesses, or public sector employees, makes your platform much more relevant and rewarding to your audience.

All of this can be delivered with a personalized experience for each segment of users. For example, specific service announcements for a citizen, available applications for a city hall officer, suggested similar content based on what a visitor is viewing, and help with the completion of forms when a user finds it too complex, among others. Learning and adapting to your user behavior and feedback is especially valuable nowadays.

7. Class-Leading Integration

Integration as a means to break down silos by having a flexible platform that can integrate with anything provides options when bridging new technology to your existing IT ecosystem. This is critical when creating modern experiences that bring all data and services into a common portal for the best user experience. 80% of government IT spending is on operating and maintaining legacy systems. This can’t be replaced overnight. But as it is, it can not provide the experiences that your users need.

8. Connecting modern and legacy systems is key in a context where data is fragmented or incomplete. If offered an integrated portal, 51% of citizens say they would increase their use of government services. A fully integrated IT environment allows you to build modern experiences on top of legacy tech that previously held you back.

9. Cloud as a Means to Reduce Costs While Fueling Innovation

4. Self-Service as a Strategic Approach

Self-service empowers citizens and businesses to complete any transaction via a digital channel. 40% of consumers now prefer self-service over in-person service. Having a tool with search capabilities, forms, workflows, responsive displays, omnichannel and user-friendly- experiences will be key to achieving this.

Achieving unmatched operational efficiency, cost savings and increased productivity is the aim.

5. Commerce Capabilities

To offer the full range of digital services to citizens, it is necessary to empower them to carry out payment transactions online which makes integrated commerce solutions a valuable addition. Modern commerce capabilities reduce overhead processing costs and improve the experience for your citizens and businesses.

6. Personalization at Scale

Delivering personalized digital experiences to your

Public administrations have the great responsibility of creating a solid technology strategy for digital transformation to transform the day-to-day life of citizens, businesses, and public employees while taking advantage of the existing legacy tech stack and employee knowledge.

83% of public service agency leaders agree or strongly agree that the cloud is essential to fuel innovation and new business models. Adopting cloud solutions allows savings in infrastructure because you spend less than you would on hardware and personnel to maintain on-premise applications. Thus, resources are freed to provide added value and be invested in innovative digital solutions that citizens expect and need. With less demand on your IT team, they can focus on delivering more value and reducing the time-to-market of new solutions.

Migration to the cloud is driven by three objectives: increased citizen value, faster time-to-market for new services, and resource savings.

Although the sector has been one of the last to join this trend, according to Gartner, 62% of Governments will invest in Cloud Platforms in 2023.

10. Analytics: Monitor to Improve

Delivering personalized experiences is one of the top priorities for the Public Sector.

We need user information gathered by monitoring site activity, in addition to robust analytics obtained from platforms like the one included in Liferay DXP. These include a complete analytical view at the site, page, and asset levels which can provide additional data points to segment users and personalize their experiences, whether they are known or anonymous. ë