Agencies that provide significant services directly to the public are required to identify and gather feedback from customers; establish service standards and measure performance against those standards; and benchmark customer service performance against the best customer experience provided in the private sector.
The building of accountability mechanisms is part of societal progress and development. The competence of such agents demands suitable feedback loops that help regulate, adapt and effectively achieve goals. More importantly, accountability strategies should accompany communication strategies.
Blockchain is a disrupting technology that can transform ICT and revolutionise e-governance. It can modernise and digitise administrative procedures and enhance the transparency and efficiency of governance. Blockchain-based solutions, such as automated auctions, smart contracts, and decentralised autonomous organisations can turn out as decisive steps towards decentralisation. However, Blockchain technology needs proper legal frameworks. Governments will need to gain a detailed understanding of the Blockchain design principles.
The line between policy-making and Big Data is fast getting blurred. Governments are integrating the practical methodologies of Big Data in policy-making procedures. It is a very welcome step for policy success.
Citizens want to avail government services with ease and from the comfort of their homes. The digital age has shifted the focus to user experience. Coming decades will only get more and more reliant on digital technology for service delivery and operations. While governments need a secure platform with remote working capabilities, citizens need their private data to be safe. The presence of a Chief Information Officer would help governments trudge through this transformation phase.
Digital technology has been a two-edged sword in not only socioeconomic growth but also effective implementation of public policies and government’s objectives. Being the decade of fourth industrial revolution technologies such as 5G network and Artificial Intelligence, this article delineates policy-oriented strategies digital technology could be implemented in governance to achieve both national development goals and Sustainable Development Goals (SDGs).
The AI discussion in the context of the debate about privacy frequently raises the limitations and failures of AI systems, of which privacy is the most major concern. With the call for transparency in processes also touching new heights, which one prevails?