Capturing the real value of process digitalization in public service

Capturing the real value of process digitalization in public service

How State Ministries in Europe have the chance to enter the next level of digital supported processes?

As we embark on the further digitalization journey of state ministries in Europe, one can't help but think of it as a game of Tetris. Just like the colorful blocks in the game that need to be placed in the right order to create a perfect line, our processes require the right digital tools to fit seamlessly together.

But why bother with the digitalization of processes in state ministries? The answer lies in the data. According to a recent report by the European Commission, the digitalization of public services could save up to €50 billion per year. That is equivalent to the annual GDP of a country such as Luxembourg or Latvia.

But it's not just about saving money. Digitalization can also lead to increased efficiency and better service delivery - which is the core mission of a state ministry. Just like how a well-oiled machine runs smoothly, a well-digitized ministry can operate with ease. A study by the McKinsey Global Institute found that digitalization can increase productivity by up to 15%.

Of course, the digitalization journey won't be without its challenges. One wrong move and it could all blow up in our faces. But with careful planning and implementation, we can navigate our way to success. We require a clear strategy and critical thinking. We need to be forward-thinking and innovative.

There are several arguments why ministeries and their leaders benefit by focusing time and resources on screening of their processes and identifying and optimizing digitalization potentials right now.?Here are a few:

1. Increased efficiency and better digital muscles to serve the citizens: Digitalization can lead to increased efficiency by automating repetitive tasks and streamlining processes. This can unlock significant time and ways to serve citizens in better and state of the art ways.?
2. Improved transparency: Digitalization can also improve transparency by providing real-time data and insights into the ministry's operations. This can help identify areas that require improvement and facilitate informed decision-making.
3. Enhanced data quality and security: By digitizing their processes, ministeries can also enhance their security measures. This can include implementing encryption and access controls to protect sensitive data from unauthorized access. On the same time the best digitalized processes capture more structured and higher quality data that can be used to build better digital products and services for employees and citizens.
4. Improved collaboration: Digitalization can facilitate better collaboration between different departments within a ministry, as well as with other organizations outside the ministry. This can lead to improved communication and better outcomes.

There are also risks associated with not focusing on digitalization:

1. Inefficiency and higher costs: Without digitalization, manual processes can be slow and error-prone, leading to inefficiencies and higher costs. Buring important ressources and building organizational and technical debts year by year.
2. Reduced competitiveness: As other organizations adopt digital technologies, those that do not risk falling behind and becoming less competitive and less attractive for future talents.
3. Security risks: Manual processes are often more vulnerable to security breaches, which can result in significant reputational damage and financial loss.
4. Reduced accessibility: Without digitalization, information may not be accessible to everyone who needs it, leading to delays and miscommunications.

Overall, it is crucial for ministeries to focus on digitalization to stay competitive, efficient, and secure, while avoiding the risks associated with not doing so.

The following 5-step framework can help to find a path to unlock real value for a state ministry.

Step 1: Assess the current state of processes.

Before any digital transformation can take place, it's important to understand the current state of processes. This involves mapping out all existing processes, identifying pain points and wishes for the future, and assessing the level of automation and digitalization. This step will provide a baseline for ministries to measure progress and identify areas for improvement.

Step 2: Define goals and priorities.?

The next step is to define goals and priorities. Ministries should identify what they hope to achieve through digitalization, such as increased efficiency, better service delivery, or cost savings. Prioritizing these goals will help ministries focus their efforts and allocate resources effectively.

Step 3: Identify digitalization opportunities.?

Once goals and priorities have been defined, ministries can start identifying digitalization opportunities. This could involve automating manual processes, implementing digital tools, or integrating data analytics. Ministries should consider both short-term and long-term opportunities and evaluate the potential impact of each.

Step 4: Develop a roadmap with digitalization opportunities.?

Ministries can develop a roadmap for implementation. This roadmap should outline the steps required to achieve digitalization goals, including timelines, budgets, and resources. It should also consider potential risks and challenges and include contingency plans.

Step 5: Monitor progress and adjust as needed.?

As implementation begins, it's important to monitor progress and adjust as needed. Ministries should establish key performance indicators (KPIs) to measure success and regularly evaluate progress against these KPIs. This will enable ministries to make data-driven decisions and adjust their approach as needed to ensure success.

By following these steps, ministries can understand the state of the art of their processes and find the right path to unlock value for themselves and their citizens.?

Some KPIs can help to measure the efficiency and effectiveness of digitalization efforts in processes. For example:

1. Cycle time: The time it takes to complete a specific process, such as processing a request for information or approving a new hire in HR.
2. Accuracy rate: The percentage of times a process is completed correctly and without errors.
3. Customer satisfaction: The level of satisfaction reported by citizens or internal customers who interact with the ministry.
4. Cost savings: The amount of money saved through digitalization efforts, such as reduced printing costs, reduced paper usage, or reduced manual data entry.
5. Process improvement rate: The percentage of processes that have been improved through digitalization efforts, such as automation or workflow optimization.
6. Employee productivity: The efficiency and productivity of ministry staff in completing their work, as measured by the number of tasks completed per employee or other relevant metrics.
7. Data quality: The accuracy, completeness, and timeliness of data used in decision-making processes.

The game of digitalization may seem daunting, but with the right framework and mindset, ministries can successfully navigate their way to success. It's as always all about getting started, with the right approach to get to great results.