Seven Pivots, Infinite Possibilities: The Future of Government Cloud

[manoharparakh]

While governments had been able to digitize front-end services over the years, core operations often lagged behind. However, the COVID-19 pandemic saw an acceleration in digital transformation such that governments were forced into scaling up solutions like telehealth and virtual education. Despite all this, the issue of strained systems and scalability reflected upon readiness gaps.

A recent worldwide survey indicated that 77 percent of officials saw positive digital progress during the pandemic, yet 80% felt efforts remained insufficient.

 

Key Features of Digital Transformation

1. Improved Service Delivery
   • Personalized and proactive services with citizen needs.
     
   • Frictionless experiences and universal digital identities for seamless access.
     
   • Omnichannel strategies that ensure consistent service across channels.
     
2. Enhanced Operations
   • Once-only data collection, resilience, and real-time analytics.
     
   • Flexible, cloud-based platforms to enhance agility and innovation.
     

Becoming a truly digital government requires the development of a broad array of assets and capabilities, which we term digital pivots. As mentioned earlier, applying these seven pivots would result in government services that have core characteristics of “being digital.”.

1: Data mastery
Data mastery is more than building master data management (MDM) systems or data lakes to empower senior executives to make decisions. 
[b]2: Flexible, secure infrastructure:[/b]
It requires deploying a technology infrastructure that balances security and privacy requirements with flexible, scalable capabilities.
3: Digitally savvy, open talent networks
Talent is without doubt fundamental to digital transformation.
The digitally savvy, open talent network pivot includes strategies to enable an agency to access the right talent at the right moment.
4: Ecosystem engagement
Ecosystem engagement is the strong backbone for India during the whole period of its digital transformation, particularly during the pandemic period.
5: Intelligent workflows
Intelligent workflows are transforming government operations in India, increasing efficiency, and enabling seamless service delivery.
6: Unified customer experience
In India, creating a unified citizen experience is becoming a central focus of digital transformation efforts. Notable examples include the Unified Mobile Application for New-age Governance, or UMANG, which consolidates over 1,400 government services from 127 departments into a single platform accessible via mobile, web, and voice. 
7: Innovation and new business models
In India, the pandemic is catalyzing the adoption of new business models for governance by all-round digital transformation. For instance, how the Government e-Marketplace (GeM) revolutionized public procurement through a transparent, AI-powered online platform that allows government departments to source goods and services directly from vendors.
Conclusion:

Digital transformation is, therefore, not just about adopting technology but building a fundamental shift in how governments do things and serve their citizens.  Through innovation, embracing AI, cloud, data mastery, and new business models, the government will redefine citizen experience and efficiency.  A case in point for India's examples would be the Government e-Marketplace (GeM) and India Stack—a testament to overcoming unique challenges through impactful solutions at scale.
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