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Digital Intelligence Impacting Delivery of Government Services
Ryan Raiker
October 22, 2020
October 22, 2020
The modernization of government has provided for visibility across all aspects of service delivery and resource management, ensuring better service to citizens.
National and local governments are improving citizen services by interacting with citizens, industry, and commerce, as well as with other agencies through electronic means. Information and communication technologies have great potential to improve government operations. These large IT investments bring hopes of a more efficient government and more accessible information, services, and citizen engagement experiences. They also add risks during the conception, implementation, and operation.
The combination of mobile devices and sophisticated solutions has affected the citizen’s expectations. Citizens increasingly see themselves as the government’s customers and are frustrated by the lack of responsiveness and accessibility they encounter. They want to communicate online via interactive websites, mobile apps, email and text alerts. Moreover, they expect consistency across all these channels. They want to be able to access their case histories and application statuses, amongst other interactions with their government departments. The constituents expect agencies to track their interactions and act in an efficient manner. The bottom line is that everyone wants faster resolution and completion of their applications, inquiries, and complaints.
As agencies begin to further invest in government automation, enterprise IT systems, BPM tools, and other modern applications, the importance of understanding process operations and the need for advanced process insights becomes more apparent. What I mean is that the careful and thorough analysis of processes should be defined not only through business process modeling of the ‘should-be’ process, but also add the ability to see the ‘as-is’ process state. Why? Because if we fail to understand how we actually operate, we never truly see where improvements can be made. With ABBYY’s sophisticated Digital Intelligence platform, process optimization and customer service improvement are only a few clicks of the mouse away.
Using modern technology, city leaders, program managers, officials, and other government leaders can gain a deeper understanding of all the activity associated with government processes, the people that interact with them, and the data that drives them.
Local government’s primary job is to serve its community. Residents have an expectation that city services and operations will be performed without delay — garbage will be collected on schedule, potholes will be filled quickly, abandoned automobiles or fallen trees will be removed as soon as possible, applications will be processed efficiently, etc. Investments in services, staff, and technology play a key role in providing access to resources, but to achieve optimal performance, it is critical to more deeply understand how well services are being managed.
It’s no surprise that not every business user is a PhD level computer scientist or LEAN Six Sigma Black belt — and that is okay! Process Intelligence is tailored to meet the needs of the business user without coding. Access to vital operational information isn’t limited to advanced IT users.
Process Intelligence empowers everyone to work more effectively and gives insight into making the citizen experience better. With Process Intelligence, common business users are easily building in-depth queries into how their processes execute and can automatically discover operations within their departments that aren’t well understood. Agency leaders are using Process Intelligence to drill into the granular details of their processes, predicting outcomes early on, and monitoring operations to ensure processes execute according to plan. All of this means faster, more accurate, and better citizen services.
Processes typically don’t survive in a silo of one agency or department. By loading data from the various IT systems that are used to record interactions with citizens, process leaders can analyze and alert to productivity and other key process elements, identify trends, and ultimately improve processes over time. These advanced analytics provide business users a method to understand citizen experiences start to finish.
Identifying issues and potential issues with real-time data monitoring and alerting allows for real-time process improvement. Process leaders are using predictive insights to take action with advanced forecasting capabilities. Utilizing artificial intelligence to make decisions stops problems in their tracks and ensures that the workforce is performing effectively and ensuring exceptional citizen services.
Content Intelligence refers to an organization’s ability to fully harness the value of the insights that reside in the content fueling its processes. With the right enabling technologies, organizations can turn unstructured content affecting processes into structured, actionable information.
In Government, this type of technology can be applied to automate the processing of many different types of documents, including correspondence, contracts, surveys, census forms, voting ballots, pension cards, tax declarations, social applications, and more.
Governments handle vast amounts of documents daily. Ensuring that all paper documents are replaced with digital documents that are easily searched, accessed, managed, and processed is a necessary first step to improving the accuracy, security, and efficiency of processes that impact service delivery.
The U.S. Food and Drug Administration turned to ABBYY to digitize and process a thirty-year archive of forms used to report adverse events, including two dozen form versions and 120 form fields. ABBYY’s Digital Intelligence platform provided a solution to capture and extract vital data and information from these complex health documents, with 99%+ accuracy.
Read more about this customer success story here.
Every day, everybody, everywhere can help to enhance the quality of work, to be more efficient, and create more value. Processes are the fundamental building blocks of all organizations, and both process understanding and process improvement form the lifeblood of total quality organizations.
ABBYY's Digital Intelligence solutions for government integrate with common enterprise applications to help agencies and businesses alike to analyze complex operational processes with the goal of improving their efficiency and provides the advanced skills and understanding for the efficient and effective streamlining of operations.
Ryan Raiker
