Bringing the government to the people, the goal of the citizen-centric approach means streamlining processes, centralizing data, and putting many services online. The citizen-centric government envisions one large enterprise rather than a series of independent service providers and offices. Citizens have high expectations of the services available from private sector entities, which were made possible by innovations in information technology. Governments can accomplish citizen-centric goals by leveraging these IT capabilities to improve and expand public services.

What Does Citizen-Centric Government IT Look Like?

Citizen-centric services require thinking of the government as a unified platform, which by definition relies on a robust, well-resourced IT infrastructure. From an IT perspective, agencies need to establish user-friendly platforms that give citizens secure access to services and personal data. Momentum has unique experience making citizen-centric services accessible. Our consultants have worked with dozens of government agencies and private entities to improve workflows, processes, and IT components for long-term success.

Create A One-Stop-Shop

The idea behind a one-stop-shop is improved service delivery by giving citizens access to multiple service transactions from a single portal. Momentum conducted the original concept study for the PA Business One-Stop-Shop. We worked with a diverse team representing multiple state and federal agencies plus private companies. Our consultants researched the current processes and developed a one-stop shop proposal that would incorporate best practices from the private and public sectors. The result was a single website run by Pennsylvania’s Department of Community and Economic Development with information, links, and processes that directed businesses to cross-agency information pertinent to starting a new business venture.

Make the Platform User-Friendly

Consider the citizen experience when designing a service platform. In addition to investing in data sharing across agencies, the user interface must be accessible to users of different ages, skill levels, and needs. For example, many citizens want to access government services from mobile device apps. Others may not have access to a smartphone, reliable internet, or the skills to transact online. Agencies need to consider their users’ needs early and often when designing the user interface and mapping the customer journey.

Offer Secure Access to Citizen Personal Data

The private sector has increased citizens’ expectations of the control they have over personal data. Online banking allows instant access to recent transactions, automated reminders to pay bills, and important documents stored in a secure message center. Government services like driver’s registration renewals, vital records, and business licenses must incorporate top-tier security features to protect user data, allow citizens to view their data, and encourage confidence in the system to promote the widespread use of the service.

IT Infrastructure for Citizen-Centric Government

Although the citizen-centric model does not mean that every service occurs online, it does require significant investment in IT resources. Centralized data, automated services, and other tenets of a citizen-centric model are only possible with a well-resourced IT infrastructure. Contact Momentum today to find out how we can help you achieve your goals.