The explosion of social media and e-mail, usage of sensors, and widespread adoption of mobile devices is dramatically increasing the volume, velocity and variety of data in public sector. This accelerated change is raising citizen expectations of government. Just as consumers expect everything to be available at their fingertips in brick-and-mortar stores, via the internet, on their mobile device or via other channels, citizens expect government to provide the same seamless omni-channel experience. Citizens expect access to information and services from anywhere, at any time on any device. 

How do public sector organizations deal with this information overload while improving service delivery? To empower citizens, improve service delivery and save money, public sector organizations are increasingly using cloud and mobile solutions. Governments at local and national levels worldwide are building and enhancing digital channels and government solutions for citizen access to government data and services securely through websites/ portals, mobile websites and apps, digital posts, and via electronic alerts.

To see this in action, check out the City of Boston Department of Neighborhood Development portal from your laptop or mobile device. The website allows citizens to interact with government, register for upcoming workshops, and do business with government anytime, anywhere. And the City of Rock Hill, South Carolina makes its performance dashboard available to the public on any device to provide transparency and accountability to citizens.

Public sector organizations are empowering their workforce to improve services, including managing infrastructure and assets, such as roads, bridges, and equipment. Mobile technology is helping Bernalillo County, New Mexico improve transportation while reducing costs for its citizens.

The transformation of public sector services with cloud and mobile has already begun. Imagine the mobile case worker who can perform an inspection and file a report from their mobile device using a cloud-based application with the highest levels of security and privacy. You can see it at SAPPHIRE.

Learn more about public sector industry, cloud and mobile solutions on www.sap.com.

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3 Comments

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  1. Carlos Torres-Banchs

    I find your posting very insightful and interesting Marlyn!

    Reading through it, I came to realize that an important value driver regarding the use of cloud in the public sector is transparency. You do mention this in your posting, but I see it from the process point of view.

    In other words, having cloud-based processes allows the government to provide unheard of levels of transparency by – in real time – allowing citizens to scrutinize how public funds are being invested (in addition to the results they produce as you point out in your blog).

    Of course, some privacy is still needed, but then again, maybe much less than we are used to thinking…

    (Big brother, citizens are watching…)

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  2. Robyn Seaton

    I like your customer examples, and I agree with your
    assessment of the issues facing governments in meeting citizens’ increasing
    demands for services and information. By enabling citizens (including news
    organizations, citizen groups, businesses, and so on) to do things themselves, governments
    can make their citizens happier and reduce their own efforts. For example, I
    imagine that phone calls to Boston’s DND were greatly reduced because of the
    website you linked to.

     

    I agree with Carlos’s comment about transparency. I think
    that’s a large part of it. I think it’s also about citizens being able to
    empower themselves from anywhere, especially for relatively routine things.
    They don’t have to take time to go to city hall, and the city doesn’t need as
    many clerks to satisfy their needs.

     

    On another note, can you tell us something about the
    underlying technology used here?

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    1. Marlyn Zelkowitz Post author

      Thanks, Robyn.

      Agreed. Governments are increasing usage of cloud and mobile solutions. As citizens ourselves, we will all benefit from greater transparency and improved government services.

      You asked about the underlying technology.

      • Boston’s Department of Neighborhood Development uses SAP HANA Cloud Portal which, has a UI5 interface so works on any mobile device, as well as laptops and desktops
      • City of Rock Hill, South Carolina uses SAP Strategy Management and a mobile application called Citizen Insight to make the performance dashboards available on mobile devices. An SAP partner created this excellent application, which is available for free download.
      • Bernalillo County uses SAP Work Manager, a mobile application for managing their assets. SAP Work Manager was part of the Syclo acquisition. Note that the New Zealand Department of Conservation also uses SAP Work Manager and made a Youtube video to share their experience.

      Hope this helps.

      Cheers,

      Marlyn

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