Going from "doing digital" to "being digital" represents a fundamental shift in how governments operate and serve their citizens. So what is the difference?
by Brian Chidester, Head of Industry Strategy, Public Sector at Adobe
We as a society are not slowing down; in fact we are continuing to evolve at an unprecedented pace. And with this rate of change, governments face mounting pressure to modernize their operations and service delivery to support our evolution.
Modernization is no longer a choice; it is a necessity to meet the needs of citizens, ensure efficiency, and address global challenges. And as governments worldwide embark on the journey of modernization, the concepts of "doing digital" and "being digital" have emerged as critical paradigms.
While both approaches aim to leverage technology to improve public services, their fundamental philosophies and outcomes differ significantly. Understanding these differences is crucial for governments striving to achieve meaningful and sustainable transformation.
Doing Digital: Incremental Adoption of Technology
"Doing digital" is often the first step in government modernization. This approach focuses on digitizing existing processes and services. Governments in this phase typically adopt technology as a tool to improve efficiency and reduce costs without fundamentally rethinking their operational models. Examples of "doing digital" include:
Digitizing paper-based processes, such as moving tax filings online.
Developing standalone mobile apps or websites for specific services.
Automating repetitive tasks using robotic process automation (RPA).
While "doing digital" can lead to immediate benefits, such as faster service delivery and reduced manual errors, it often falls short of delivering transformative outcomes. This approach tends to focus on surface-level improvements and risks perpetuating outdated processes in a digital format.
Being Digital: A Holistic Transformation
"Being digital" goes beyond technology adoption to embrace a mindset and culture shift. This approach involves reimagining government operations, policies, and services through a digital-first lens. It requires governments to prioritize user-centricity, data-driven decision-making, and cross-agency collaboration. Key characteristics of "being digital" include:
Designing services around the needs of citizens, not bureaucratic structures.
Breaking down silos to enable seamless data sharing and integrated service delivery.
Leveraging emerging technologies, such as artificial intelligence (AI) and blockchain, to create innovative solutions.
Adopting agile methodologies to iterate and improve continuously.
"Being digital" is not just about implementing technology but embedding digital thinking into every aspect of governance. This approach positions governments to adapt to rapidly changing societal and technological landscapes while delivering value to citizens.
And while "doing digital" can yield short-term wins, "being digital" is essential for long-term success. Governments that embrace a digital-first mindset can:
Enhance Citizen Trust: By delivering personalized, seamless, and secure services, governments can rebuild trust and strengthen their social contract with constituents.
Drive Innovation: A "being digital" approach fosters a culture of experimentation and innovation, enabling governments to address complex challenges like climate change, public health crises, and economic inequality.
Improve Resilience: Digital-first governments are better equipped to respond to disruptions, whether from technological advancements or global events like pandemics.
Navigating the Transition
Moving from "doing digital" to "being digital" requires a deliberate and sustained effort. Governments can navigate this transition by:
Investing in Talent: Building digital skills within the workforce and fostering a culture of continuous learning.
Engaging Stakeholders: Involving citizens, businesses, and non-profits in co-creating solutions.
Modernizing Policies: Updating regulations and frameworks to support digital innovation and collaboration.
Prioritizing Change Management: Addressing resistance to change through clear communication and leadership.
Taking the Next Step
Modernization is not just about adopting technology; it is about reimagining how governments operate and serve their citizens. By embarking on this journey, governments can position themselves as leaders in the digital age, ready to tackle the challenges of today and build a better future for tomorrow.
Going from "doing digital" to "being digital" represents a fundamental shift in how governments operate and serve their citizens. While the transition can be challenging, the rewards are transformative—not only in terms of operational efficiency but also in fostering trust, innovation, and resilience.
By embracing a "being digital" mindset, governments can position themselves as leaders in the digital age, ready to tackle the challenges of today and tomorrow.
The time to act is now, and the rewards of modernization are transformative—from enhanced efficiency and trust to innovation and resilience. Governments that commit to modernization will not only meet the expectations of their citizens but also set the standard for governance in the 21st century.
Brian Chidester is the Head of Industry Strategy at Adobe and the host of "The Government Huddle with Brian Chidester" podcast from GovExec. Mr. Chidester holds a B.S. in Communications Studies from Liberty University, is an Advisory Board Member for Digital Government Central, an advisor to the G20 Global Smart Cities Alliance at the World Economic Forum, and a member of the Forbes Technology Council.
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