In many parts of the world, trust in governments saw a massive surge in 2020, brought on by COVID-19. People’s trust in government tend to grow during times of crisis, as they rely on public institutions to address complex challenges, however, while vital, such trust is also fragile, and research suggests that large gains in trust are often quickly lost. Ultimately, trust in government is founded on citizens’ perceptions of its competence and intent.
As governments accelerate their digital transformation journey post-COVID-19, trust in government systems, data collection and digital services will be critical.
Compared with the private sector, government is behind the curve when it comes to delivering a seamless digital experience. There is a sizable gap between the seamless digital experience customers have come to expect and the experience traditionally provided by the public sector.
Without question, governments have been making great strides in leveraging technology to deliver a more seamless digital experience. Governments have the opportunity to go much further, however, the real power of digital blossoms when you put three aspects together, creating an experience that is personalised, frictionless and proactive.
Panel:
Gaba Tabane - Government and Public Services Industry Leader, Deloitte Africa
George Tshesane – Director, Strategy and Business Design, Deloitte Africa
Seliki Tlhabane - Chief Director, MST & Curriculum Enhancement Programmes, Department of Basic Education
Jannie de Beer - Chief Director, Strategy and Systems, North West Department of Health
Dr Mfanelo Ntsobi - Acting Deputy Director General, Education Support, Gauteng Department of Education
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