Creating a Citizen-Centric Experience with RPA

Studies have shown that citizens largely distrust public service due to inefficient service. Shifting economic activity has shrunk budgets and calls for new talent and stakeholders. RPA has been called “the new machinery of government,” and the upward mobility of these technologies within the public sector has demonstrated that the government soon will not be able to function without it.  

Libraries, scheduled construction work, neighborhood news, public works, and motor vehicles are just a few federal government institutions that could benefit from implementing citizen-focused digital services. 

81% of Americans own a smartphone, and that number has risen from 35% in 2011. Certain demographics are also smartphone-dependent, which means they do not have typical broadband wireless access at home but do possess a smartphone. Providing a service that is smartphone accessible will help with reaching a wide range of demographics.

By reaching out to constituents where they are, you can help to make public services more efficient and accessible. For example, digital services can improve accessibility for those who need it, and require less in-person trips to local government services.

58% of citizen-related processes are still fulfilled through paper. 

Paper makes for a longer process for simple government forms and unhappy citizens. RPA is directly intended to give space for the optimization of human-related tasks—or those that require a human touch—by eliminating those more mundane and with room for error. By understanding new policies and shifts as soon as they are made, these systems can incorporate them, rather than requiring a human worker to remember and adjust to changes.

  • Forms processing: City taxes, permit applications, and other forms for civil services can be fulfilled on a web portal or via email. RPA can optimize this process and expedite results as quickly as possible.
  • HR processes can be streamlined, such as wage deductions, new hire paperwork and paperwork for past employees, applicants, and more. 
  • Auditing and financial management: This is one example where the private sector has entered the public. This error-prone RPA capability makes finances a rule-driven, error-free process.

Different technologies can be used to fulfill citizen requests. Bots, digital workers, automation, and IA are being incorporated into the day-to-day processes of state and local governments. These solutions can apply to both state and local governments. 

Chatbots can help to field general citizen questions and point them in the direction of solutions. For example, tax payments can be made and permit inspections can be requested via a government website. More accuracy and less human error can open up workers to focus on constituent-focused services and regularly improve them. Reducing the number of mundane tasks (for example, processing a simple form to pay city taxes) also reduces instances of human error. 

Our public sector industry focus area also includes aerospace and defense (A&D) consulting capabilities. Our support of civil and military aerospace sector clients has included market entry, business transformation, and expansion objectives on a global basis. Our clients have included OEMs, MROs, and major airlines. Learn how we work in the public sector to build capabilities, especially in aerospace and defense.


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