Public sector personalisation is advancing rapidly, delivering tailored digital experiences across user segments, making platforms more relevant and supporting growth. Personalised experiences cater to each user segment, ensuring that information is relevant and consistent, explains Moussalam Dalati at Liferay.
Digital transformation in the public sector faces challenges due to its large and diverse audience, including citizens, residents, and businesses. Modern platforms are essential for public administrations to meet service expectations and keep pace with technological advancements, making digital experience platforms, enablers of government transformation.
Though it may seem basic, multi-site capability is essential. It allows for rapid creation of solutions and supports agile, stable, and sustained growth for future projects. For governments, this means the ability to create sites for various entities, such as Intranets, public websites, and citizen portals, all on the same platform.
Cloud adoption is accelerating in the Middle East, driven by both government initiatives and private sector investments. Globally, 83% of public service agency leaders view the cloud as essential to fuel innovation and new business models. Cloud solutions reduce infrastructure costs and free up resources for innovation and enhance service delivery. Migration to the cloud promotes increased citizen value, faster time-to-market for new services, and resource savings.
This offers benefits of centralised administration for all sites, dynamic sharing of information, content, documents, and assets across sites and single point of integration with legacy technology systems.
Governments allocate significant portions of their budgets to IT, as their operations depend on it. Therefore, simplifying technology stack complexity is vital to free up IT resources for more strategic tasks. A major obstacle to IT productivity is managing diverse systems with different configurations.
Simplifying platform management through a single interface is essential. Administrators should be able to configure the complete platform through the user interface including users, roles, single sign-on, SSO integrations, document repositories, and so on. Reducing complexity by unifying management saves time and resources, advancing the effectiveness of advanced government IT teams.
In government environments, platforms with pre-built features like forms, workflows, webhooks, actions, and automatic notifications, minimise the cost and the effort of building custom solutions. The challenge is to achieve this without compromising quality in application development while leveraging market-leading capabilities. Adopting a low-code, no-code approach is crucial to meeting this goal efficiently.
Low-code, no-code solutions address budget and talent challenges with high-speed application delivery and rapid customisation, reducing development time by up to 90%.These platforms empower non-technical users to create content, websites, and landing pages without IT support, using simple drag and drop tools.
Users can add structured content like news, blogs, knowledge base articles, and events. More components mean greater flexibility, with features such as announcements, forms, blogs, and search, enhancing overall capabilities.
Self-service allows citizens and businesses to complete transactions digitally, replacing paper or in-person processes. In advanced digital environments, users look for effective self-service tools that feature advanced search capabilities, forms, workflows, responsive displays, and omnichannel user-friendly- experiences.
For many customers, using a company’s website for support is preferred over social media, SMS, or live chat. Providing accurate information through accessible and clear processes enhances operational efficiency. This approach can yield short-term benefits, such as cost savings and increased productivity, by reducing the volume of calls and appointments in the different citizen, resident service centres.
Public sector personalisation is advancing rapidly, delivering tailored digital experiences across user segments, making platforms more relevant and supporting growth. Personalised experiences cater to each user segment, ensuring that information is relevant and consistent.
Citizens, residents receive specific service announcements, government officials see relevant applications, and visitors, tourists get suggested content based on their interests. Learning from and adapting to user behaviour and feedback is especially valuable in today’s digital landscape.
Integration is crucial to breaking down silos in the public sector. Connecting modern and legacy systems ensures optimal user experiences and enhances efficiency. Globally, 80% of government IT spending is on operating and maintaining legacy systems, which cannot be replaced overnight. Connecting modern and legacy systems is key where data is fragmented.
With extensive and deep integrations, governments can offer seamless experiences, increasing the use of government services. A fully integrated IT environment enables modern experiences on top of legacy technology, enhancing efficiency and user satisfaction.
Personalised experiences are high priority for the public sector to lower costs and elevate citizen experiences. Robust analytic platforms provide comprehensive insights and tailor experiences, ensuring continuous improvement in services, meeting high expectations of citizens and residents alike.
Success hinges on partnering with technology providers who enhance the day-to-day life of citizens, residents, tourists, and businesses while leveraging legacy systems and expertise.
