As the Covid-19 pandemic rages on, governments have realized the importance of technology in improving the lives of citizens. While private industries have long been using technology to create user-friendly interfaces, government websites have frustrating inefficiencies that often require citizens to visit government offices. The lack of attention to technology in policymaking has led to disastrous consequences, plummeting public trust in government.
The root of this problem is that the government does not keep its employees up-to-date on the latest tools and technologies. There is very little public sector awareness around how to use data or human-centered design. The majority of public servants have not received training in these tech-enabled ways of working, though they have expressed interest in doing so.
However, some countries have recognized the importance of training their public servants in technology. Singapore’s Civil Service Training College requires technology and digital-skills training for its civilian public servants. Canada’s Busrides training platform gives its quarter-million public servants short podcasts on topics like data science, AI, and machine learning to listen to during their commutes. In Argentina, training in human-centered design and data-analytical thinking is tied to career advancement and salary raises.
These skills enable public professionals to use technology to work in more agile ways, getting smarter from both data and community engagement. As an example, New Jersey’s chief innovation officer improved state websites that deliver crucial information and services. When the state’s aging mainframe struggled to handle the load of Covid-related jobless claims, they made small fixes such as simplifying and eliminating questions, revamping the design, and making the site mobile-friendly. They also created a Covid-19 website in just three days. Making over 134,000 updates to the site during the pandemic ensured that residents benefited from frequent improvements.
Overall, there is great potential for government to use technology to improve citizens’ lives. It starts with acknowledging the importance of training and investing in technology skills for public servants. When public professionals learn how to use technology in their work, we all benefit.
