Digital transformation of government institutions at various levels of government, whether national, state or city level, has been accelerated by a confluence of factors. These factors include the widespread adoption of Internet-based services, underpinned by Internet penetration, increasing expectations for convenient access to government services bolstered by digital natives and digital-aware citizens, a rising need to manage service delivery costs (both direct and indirect), and the inability of physical delivery channels to serve stakeholders at scale with efficiency.

Improving the effectiveness of digitalization requires end-to-end integration of cross-departmental processes. It is important to view the process redesign from citizens’ perspective rather than from that of an individual department. In the past, many such digitalization processes have failed due to requiring numerous handovers either internally or at citizen level.