Multiple service channels key to 'smart government'

By eGov Innovation Editors | Sep 14, 2011

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A new report by IDC Government Insights revealed that for governments to evolve from 'open and transparent government' to 'smart government', it needs to maintain multiple information and service channels.

For the delivery of government services information, citizens look to multiple channels of delivery, including in person, by mail, by telephone, by email and via the personal computer

"Today, governments are focused on increasing transparency and developing new tools and channels to provide citizens with access to government services and information," said Adelaide O'Brien, research director, IDC Government Insights. "To succeed, government must understand citizens' preferred channels of interacting with government and what information and services they want government to provide."

A recent IDC Government Insights survey of 2,048 US citizens revealed that  when it comes to interacting with government regarding information and services, one in five US survey respondents is not satisfied with the experience with any branch of government, despite efforts at all level of government to improve citizen satisfaction.

"When government operations evolve to the level of smart government, governments engage in multidirectional communications with other agencies and citizens and dynamically share information so that both government and citizens make smarter, real-time decisions. At this level of maturity, government develops insights into what its constituents want and the best way to communicate, and then makes smarter decisions based on their feedback," IDC said.

In the US, the top preference for interacting with the federal government is through web portals via a personal computer. IDC said this will continue for interactions that require information-rich experiences as well as for filling out forms that can be lengthy and complex. However, smart mobile devices, including tablets, will rapidly become the top choice of citizen interaction.