In the country known as the business hub of the Middle East, registration of a new born baby involved visiting different government agencies to collect legal documents, which could be both exhausting and time-consuming for new parents. The government was keen to transform this experience as a part of the National Vision 2021.
The ‘Smart Government’ initiative focused on increasing the happiness of its citizens by optimizing the services provided at a reduced cost. Infosys led the project and started by interlinking the different govt agencies and cutting down multiple visits.
Within an aggressive timeline of 100 days, Infosys powered a single online process which was robust and scalable and could function around the clock. It brought about synergy between the stakeholders by connecting 130 individuals of different nationalities and cultures, 11 government ministries and application specialists across locations. The team worked on 3 parallel tracks of Business Process, Application Infrastructure Setup and Portal & Services Development.
What resulted from this is a solution capable of handling 50+ concurrent users and process more than 1,00,000 applications in an 8-hour window. And it was developed in 65 days!
Not only did this new process improve user experience incredibly for parents, it dramatically changed how critical documents were digitized in the system. Find out how integrating your disparate systems can transform your customer experience.
This information highlights the importance of smart government systems, particularly for Africa, where streamlining cumbersome procedures can significantly benefit citizens. Here’s a breakdown:
Importance in Africa:
- Africa’s growth: Many African countries are experiencing rapid growth, and smart government systems can help manage this effectively by improving efficiency and transparency.
- Limited resources:African governments often have limited resources. Smart systems can automate tasks, reducing manpower needs and costs.
- Improved citizen experience: As in the example, these systems can make processes like new born registration faster and easier for citizens, fostering trust and satisfaction.
Adoption Strategies:
- Mobile-first approach: Since mobile phone penetration is high in Africa, prioritizing mobile-friendly platforms can ensure wider accessibility.
- Localized solutions: учитывать (yù bìng zhǔ) – (yù) to consider, ( bìng ) to take into account, (zhǔ) main, (account) factors – (yù bìng zhǔ yīnsù) to consider all factors – (yù bìng zhǔ yīnsù) adapting systems to local languages, cultural norms, and internet connectivity variations.
- Digital literacy programs: Providing training programs can help bridge the digital divide and empower citizens to use these systems effectively.
Benefits of Smart Government Systems:
- Efficiency: Streamlined processes save time and resources for both citizens and government agencies.
- Transparency: Online systems can increase transparency and reduce corruption. 1. Digitalisation as an anti-corruption strategy: what are the integrity dividends of going digital?oecd-development-matters.org
- Improved service delivery: Citizens can access services more easily and conveniently.
- Increased revenue: Efficient systems can improve tax collection and other revenue streams.
- Citizen satisfaction: Easier processes lead to happier and more trusting citizens.
The Example:
The example of the Middle Eastern country demonstrates how a smart government system can transform a cumbersome process into a robust online solution. This can be replicated in Africa to improve citizen experience and government efficiency.
Smart government systems have the potential to revolutionize governance in Africa. By adopting these systems strategically and considering local contexts, African governments can improve service delivery, empower citizens, and drive positive change.
To learn more about Infosys APIs, Microservices and Integration, part of Infosys Cobalt, please visit www.infosys.com/api