Citizen empowerment with digital
Local governments across the UK are embracing digital transformation technologies to make it easier for citizens to access and interact with services. These technologies, from eForms and mobile apps to robotic process automation (RPA), workflow management, and APIs, enhance citizen experience—making local services more accessible, efficient, and citizen-centric. Following on from our last edition of Health in Focus – Patient empowerment with digital – we’re taking a closer look into the power of these technologies in local government.
eForms: Transforming the way citizens connect
Gone are the days of standing in long queues or navigating piles of paperwork. eForms are revolutionising how local governments collect and manage data by allowing citizens to fill out necessary forms online at their own convenience. This digital shift not only speeds up processes for both staff and service users, but it also reduces errors and data loss.
For citizens, eForms provide the flexibility to access government services from anywhere, at any time. Whether renewing a parking permit, applying for a business license, or registering for a local event, the process becomes seamless and user-friendly. For local authorities, this means reduced administrative workload and quicker turnaround times, enhancing the overall efficiency of service delivery.
Mobile apps: Bridging the gap
Mobile apps have become essential tools for enhancing citizen engagement and service accessibility. Councils are now using mobile apps to provide citizens with direct access to vital information and services. From checking the status of a service request to receiving updates on community events or local news, everything is at the public’s fingertips.
These apps also serve as platforms for educational content, helping citizens stay informed about local policies, initiatives, and opportunities to participate in civic life. With features like notifications for public meetings or local emergencies, mobile apps are bridging the gap between citizens and councils - fostering a sense of community, collaboration and engagement.
Robotic process automation (RPA): Streamlining government operations
RPA is rapidly transforming local government processes as it streamlines routine and repetitive tasks – saving significant amounts of time and money. From processing requests to managing billing and updating records, RPA allows government professionals to focus on more critical tasks that require human intervention, thinking and decision-making. This not only enhances productivity, but it also improves accuracy and enables councils to respond to the needs of their citizens faster.
By automating these processes, local governments can allocate resources more effectively, ensuring that staff can devote their time and energy to addressing complex issues and providing better support to the public. This shift towards automation leads to more responsive and efficient public services, empowering citizens to receive the assistance they need quickly.
Workflow: Ensuring efficient service delivery
Effective workflow management is essential for the smooth operation of local government services. By implementing workflow technology, councils can coordinate every step of a citizen's interaction with public services - from initial inquiry to the resolution of a request.
These workflows help manage various tasks, such as tracking service requests, processing applications, and scheduling appointments, by combining multiple actions and digital touchpoints into one seamless process. For example, a workflow can monitor app, eForm or email inboxes for collected data, triggering an automated information syncing process once received, collate relevant confirmation information and send it via a specified notification route. This level of coordination reduces delays and ensures that citizens receive timely and accurate responses, fostering trust and satisfaction in local government services.
APIs and Web Services: Creating connections with integration
APIs and web services are essential for building an integrated and connected community, allowing information to flow seamlessly between different systems, databases or solutions. Harnessing them means councils can integrate various digital platforms and services, creating a unified ecosystem that enhances collaboration and data sharing.
For citizens, this means a more cohesive experience when interacting with local government departments and services. For example, an API can link a citizen’s service request with their digital identity, providing a comprehensive view of their interactions with the local government. This integration allows citizens to manage their engagements with the community more effectively, letting the public take charge and ownership over their interactions with your organisation.
Embracing the future
The digital transformation of local government is not just about adopting new technologies and improving processes - it’s about fostering a more inclusive and participatory form of governance. By embracing these technologies, councils empower citizens to take an active role in shaping their communities.
The Evolve Digital Transformation Platform provides all of the above capabilities in easy-to-use, low to no-code development studios – designed specifically for the UK public sector. To learn how Evolve could help your council, don’t hesitate to get in touch – or for more inspiration, explore our extensive library of real-life public sector use cases.