For some time I have been concerned that Digital Services being launched by Government Departments have been little more than applying a digital veneer to what are very un-digital organisations.
Government has to be enabling end to end digital processes - otherwise the digital veneer just gets you to the bottlenecks quicker.
As a citizen I want a truly personalised, in context interaction that delivers the outcome I need. What I don't want is a chatbot session that is operating in a functional silo of a Government Department and then being told I am experience the best of digital government.
Take a look at what some of our Government customers are achieving https://www.pega.com/industries/government
The UK is “underperforming” in the digitisation of government services and needs to improve in its offerings on a number of “key enablers” to digital government, including electronic identification and data-sharing, a major new report has concluded.