Just like private companies, government administration can benefit from
public sector automation, simplifying access and delivering better services to citizens

What the private sector has already learned

Private companies constantly strive to become more efficient and agile.
They implement technology and pursue innovation relentlessly. In contrast, government administration, in many
cases, does not seem able to “compete” when it comes to evolving its services. However, technology
can be a powerful ally for public services. Above all, public sector automation enables a
more efficient administration that puts citizens first.
The role of public managers is to do the best possible with the
resources collected through taxes. Consequently, there is a wide range of
areas to manage within the budget of a city, state, or
country. Examples include public employee salaries, healthcare funding, and education. In addition, there are public
policies, infrastructure contracts, and many other demands.
Government must cover a huge number of areas. However, this
segment usually suffers from budget restrictions in
technology and research & development.

Public sector automation: efficiency citizens can feel

Moreover, adjusting processes is not always easy.
Data is complex, and it is often scattered
across many different places.
Bureaucracy is another common barrier. As a result, this
transformation moves more slowly than in the private sector. In this context, governments can
consider technologies such as automation, machine learning, and big data. In addition,
predictive analytics, among others, can optimize public administration. But how
exactly? The possibilities are endless, but some paths include:

• Improving the citizen experience – There is an inevitable comparison between
  service in the private sector and in government. Companies invest
  in chatbots and explore ways to use ChatGPT, among other approaches. However, many
  governments, especially in Brazil, are still stuck in the analog era. For example, citizens
  still need to travel in person to book medical appointments or confirm a child’s school enrollment.
• Standardizing forms – Whether the data is financial, health-related, or educational, governments
  can modernize and standardize forms and requests. As a result, this
  care can simplify the process and give citizens access to a wide variety of public
  services.
• Tax control – Public sector automation can support better tax
  management. For instance, it can identify inconsistencies in tax payments (reducing
  evasion) or even flag improper payments. Likewise, the

Technology against tax complexity

In addition, technology can reduce the country’s tax complexity through simpler systems and
payment methods.

• Cutting costs – An automation program in government can, just like in the
  private sector, lower the cost of public services. It can do so through
  smarter technology adoption. Moreover, public employees can
  focus on more strategic activities for the government.
  To achieve these four benefits, governments must integrate information across different
  departments or ministries without violating data protection laws. This
  is perhaps one of the biggest challenges, given the size of the public machine. After all, it is more
  complex and constrained, regardless of the municipal, state, or federal level.
  Beyond technology: trust and reputation
  Technology and public sector automation can also act on other
  fronts. Therefore, they directly shape how citizens see their government.
  Although this may seem less important, it also influences how
  public opinion interprets governments.
• A boost in trust – Citizens see that the government can handle their
  demands more efficiently. As a result, trust and
  empathy toward public managers grow. This is especially true in times of turbulence or
  hardship. In fact, a McKinsey study showed that satisfied consumers/citizens
  increase their trust in government by up to 9 times.

Less bureaucracy, more results

• A stronger reputation – With more trust comes a growth in the
  reputation of public administration among citizens. Furthermore, just as in
  other areas, people may start praising the government, which creates a
  positive environment in its favor. In the same McKinsey study, citizens perceived that
  services are actually delivered. As a result, satisfaction also increases by up to 9 times.
  “It is crucial for public services to minimize inaccuracy and other errors.
  After all, public services have a fundamental impact on citizens’ lives.
  Automated, well-designed services avoid human weaknesses, such as
  fatigue or distraction. Those can lead to incorrect data or calculation errors,” McKinsey
  points out.

From education to healthcare: concrete applications

• How public employees feel – Routine tasks can be
  automated through technology. As a result, public employees themselves feel more
  energized and empowered to pursue further innovation and improvements. Moreover,
  technology can then amplify them. In fact, estimates suggest that employee morale can
  rise by 50% when a government delivers a great citizen experience.
  Smart cities
  In recent years, smart cities have captured the public imagination. Moreover, they
  have become a goal across different levels of government. According to the
  European Union (EU), they are systems of people interacting with and using energy,

Digital services as an engine for development

In practice, they combine services and technology to catalyze economic development and improve
quality of life.
In the EU’s view, Smart Cities are organized around three fronts:

• Explore – See and understand current difficulties and future needs.
• Shape – This point covers how projects can be implemented.
  A good idea, especially in government administration, must be feasible.
  It may be carried out by the public sector alone or in partnership with private companies.
• Agree – Focus on building relationships and opportunities to guarantee the project’s
  viability.
  According to the consultancy Precedence Research, the global smart cities market
  was estimated at US$ 1.273 trillion. Moreover, it is expected to reach US$ 7.162 trillion by
  2030. That is an annual growth rate of 24.1%.
  “Advances in technology have fueled the adoption of the Internet of Things in cities.
  For example, they manage traffic flow, infrastructure monitoring, and air and water quality,” says the
  consultancy’s report. “There is a growing need to ensure public safety and efficient use of
  resources. Moreover, demand for energy efficiency and environmental care is rising. Therefore, these factors are expected
  to stimulate development,” it adds.
  Government faces more obstacles to innovation than the private sector.
  This is especially due to limited resources and bureaucratic issues. In fact, these are
  inherent to most countries. Even so, with public sector automation, governments could gain many
  benefits in their management. This also applies to the public services they offer citizens.
  Discover Inove Solutions’ offerings and how they align with your organization!