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Transforming Governments Through Automation

By automating their services to provide outstanding customer experience, governments can generate several benefits.

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Transforming Governments Through Automation

Automation was the next normal until the pandemic hit and disrupted the ‘normal’. Now, as life shifts to the “next normal,” there is a need to prepare for a more permanent digital participation as accelerated by the digital transformation across sectors, including in state and local government.

Government Technology suggests that a strong network foundation and cloud-based IT will be a big part of ensuring staff and citizens can successfully navigate a more digital government.

“The use of automation will enable governments to provide outstanding levels of customer experience, driven by innovations that are as sensitive to people as they are to technology,” said Shadrack Anyuo, the Senior Solution Architect at Amazon Web Services.

Anyuo will be speaking during the first evereGov summit, hosted by CIO Africa and slated on the 14th & 15th October 2021. He will be deliberating on the challenges and rewards of enhancing the customer experience for governments and the benefits different governments stand to gain when using automation to improve customer experience and service delivery.

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A Mckinsey study reports that government leaders face major challenges as they work to improve their customer services.

“They must compete for talent despite budgetary constraints. Their data might be stored in isolated silos, even though citizens now expect an integrated offering. And they are expected to maintain resilience amid the growing complexity of citizens’ needs, including aging populations that put increasing strain on health and social services,” reads the report in part.

It further notes that by automating their services to provide outstanding customer experience, governments can generate several benefits. But how can they automate these services?

Ericcson.com opines that service automation includes intent-driven end-to-end service orchestration, order fulfilment, network configuration, network function instantiation and optimisation and assurance of services.​

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Amazon Web Services (AWS) offers a one-stop-shop for checklists, tools, and inspiration with the resources that governments need to successfully automate. what is more, they also offer cloud technology, so regardless of their locations, your cloud adoption journey.

The AWS Cloud Adoption Framework (AWS CAF) helps governments understand how cloud adoption transforms the way they work and provides structure to identify and address gaps in skills and processes while the AWS Cloud Adoption Readiness Tool sets a path for cloud adoption success.

The tool evaluates cloud migration readiness across governments, businesses, people, processes, platforms, operations, and security.

Catch this and other discussions at the 2-day CIO Africa eGov summit by registering on this link.

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