When IDC surveyed 1,500 owners of document-based processes, they discovered how 58% of constituent-faced processes and 48% of back-office processes were driven by paper-based workflows. Only 36% of the study’s respondents thought these processes were efficient and effective.
You’ve got one advantage over those folks: After you’ve picked up your new license or permit, you can leave. They’re stuck there.
Contrary to what some say about government employees – that they’re indifferent bureaucrats who are only in public service so they can enjoy civil service job security – the majority of them are just like the rest of us. They’re dedicated to their work, to their customers (a.k.a., their fellow citizens), and take pride in doing a good job.
When a clunky, error-prone process consistently gets in the way of that commitment, employee morale takes a hit. The tedium of endlessly-repeated, uninspiring tasks, and the operational glitches they contend with every day, would be enough to grind down any of us. The fact government employees in some antediluvian departments even show up in the morning is a tribute to their grit and dedication.
By putting paper-based processes out to pasture with government workflow automation, you free public service operations and employees from the burden of boredom that ultimate takes a toll on the communities they service. You remove the pain of the mundane, and bring joy back into the work environment.
Let’s walk through just some of the points in a public service process where transforming outmoded manual processes via government workflow automation makes a difference.
In a hypothetical burg we’ll call TAPtown, a constituent wants to report how a vacant lot up their street has become overgrown and full of dumped junk.
All that’s missing? Paper. Delays. Constituents standing in long lines tapping their anxious feet. More dead trees. Workplace tedium.
For the caseworker dealing with 50 clients, for the maintenance chief who’d rather be out in the field, or for any worker who want to focus on work rather than paperwork, government workflow automation can change their experience of public service for the better.
That, of course, is great news for the public they serve.