Digitizing services helps governments and public authorities meet citizens’ expectations towards improved efficiency and resilience. The benefits lie in the fact that digital interactions diminish efforts for both citizens and public authorities, being less time-consuming and reducing administrative burden. However, to create seamless and satisfying experiences, public authorities need to undergo a challenging process of transformation. In light of this reasoning, it is considered the degree of digitization of pre-existing internal procedures either ancillary or directly related to public service delivery.
Theme(s): Governance - Governance