A new normal is slowly establishing itself—powered by a wave of digital business and communication tools and technologies.     

How are government bodies navigating through this rapidly changing landscape? Are they able to adapt traditional government processes designed for long-term stability and maintain an agile response to the pandemic?  

The unpredictable and dynamic changes in the business world require governments to respond positively and rapidly to the new post-pandemic challenges. 

Government officials must build an intuitive response to the emerging needs of both citizens and businesses. They must replace outdated practices and infrastructure with new technology powered by automation. The infusion of technology into public governance and administrative record-keeping is slowly reshaping government services and transforming how public officials conduct their daily work.

Information management challenges faced by Government agencies 

Government bodies manage a vast amount of information. Record-keeping is one of the most critical functions that government departments must get right. The ultimate aim for government bodies is to serve the interests of their citizens, provide value-added services with a quick turn-around time and protect their personal information.

Optimized processes and document management lies at the heart of good governance. Governments all around the world are embracing digitization enthusiastically. Document digitization, with its associated search and indexing functions, are among their main pain points. 

Here are some typical challenges government bodies face in managing large volumes of documents and data:

• Secure storage: Government bodies hold citizens' personal data and confidential information about businesses. One of their main challenges is to secure these sensitive records and maintain strict access control as per stringent data security regulations and compliance standards to prevent data misuse. They must also protect stored physical documents from damage due to natural disasters and other calamities like fire or theft.

• Timely retrieval: Authorized public officials need to retrieve stored documents quickly and efficiently—if they are to provide quality service. Any delay in retrieving records leads to service delays and a poor citizen experience.

• Tracking changes by multiple departments: Multiple agencies or departments share, modify or update documents. Officials must be able to track who made changes and access the latest updated records. If an official accesses or works on an older version of a document, serious lapses in service may occur. 

• Central document repository and archive: Government records are subject to many laws, regulations, and retention policies. They must adhere to stringent record retention policies. Long-term document storage and archival pose a significant challenge as storage space is expensive and retrieval is inconvenient. 

ECM systems provide a central enterprise document repository for government bodies

Enterprise Content Management (ECM) systems offer a comprehensive range of techniques that store, capture, manage and preserve data to transform government processes and workflows. 

Think about some classic government-citizen interactions—paying taxes, applying for building permits, researching titles for land transactions, applying for a marriage license, or requesting public records. Which IT solution would make it easy for the staff to create a great citizen's experience? Do both citizens and service staff walk away satisfied from these interactions?

Having a central enterprise document repository is the answer. Here's why:

1. Faster service: How fast can staff retrieve documents to answer citizens' questions? Will there be a delay in searching for paper files scattered in different areas across departments? An ECM system eliminates time-consuming or tedious tasks, as all information resides in a single, secure electronic depository. The result: faster service.

2. Comprehensive answers: One of the most frustrating experiences for citizens is visiting multiple government offices to resolve issues as records are scattered. Using an ECM, staff can resolve issues faster because all information is instantly accessible from any location. 

3. Shared services: Different government programs ask for the same information from citizens repeatedly. An ECM solution provides a shared document repository that improves citizen's experience services by sharing information across departments and making it easier to move through government processes.

4. Self-service opportunity and transparency: Tech-savvy citizens want access to services via easy-to-use web portals or mobile apps. Staff shortages in government agencies are common. With an ECM solution, government agencies can offer a web-based, self-service document search for public records. Intelligent chatbots are webforms enable citizens to do research with little-to-no human intervention. 

Document digitization & ECM solutions: Transformative technology for the public sector  

Apart from defense, energy, and manufacturing industries, the public sector is also adopting ECM solutions for faster service and informed decision-making. The demand for ECM systems in government is growing, especially due to the citizens' emerging needs for technology-powered, fast, hassle-free service.

The value of the global government cloud market is estimated to grow to about USD 49.2 billion by 2023.

The top factors impacting the growth of ECM solutions are:

1. Increase in demand for cloud-based solutions: Cloud computing is growing in popularity due to its ease of adoption, flexibility, and affordability. The Cloud provides remote access over the internet, which in turn enables access to infinite computing power.  

2. Growth in digital content in the public sector: The public sector is constantly developing due to the rise in citizens’ demand for digital services. Increased potential for digital and online services in the public sector has fueled the growth of ECM demand. 

3. The shortage of a skilled workforce: Presently, a lack of qualified ECM specialists limits investment in ECM solutions. However, by 2023, the availability of trained content management professionals is expected to increase, which will fuel further adoption of ECM solutions.

62% of US federal govt respondents in a Deloitte survey reported that their organization had moved at least some applications to the Cloud.

In summary

Government agencies process a massive amount of documents daily. A central document repository improves document accessibility from any location or device, enhances service quality, and citizens' satisfaction with their performance. 

Different government agencies have specific document management processes. 

At Revolution Data Systems, we provide document management solutions that fit each agency's requirements. We understand their unique challenges. We have years of experience in transforming old physical records into digital documents that are indexed and made searchable. 

RDS's scanning and digital mailroom services provide trained resources to fill in and deliver error-free, end-to-end services in outsourced or partnership mode for government agencies that do not have in-house trained staff for document digitization.  

RDS provides a state-of-the-art content management solution, widely respected and appreciated by law enforcement, clerks of court, municipal clerks, HR departments, and finance managers at county and municipal levels of government.

Talk to us to customize an enterprise document repository to streamline document management, optimize workflows, and improve the efficiency of public services.