previous icon Back to blog
Mar 21, 2022
3 minutes read

Putting Citizen and Student Needs Center Stage in Digitalization

The past few years have been disruptive, to say the least. The public sector had to be quick on its feet with innovations when classrooms and governmental services were forced online. Priorities shifted and the rather traditional face-to-face interactions of the public sector had to be phased out almost overnight. Adaptation was needed, and the flexibility of the public sector truly showed. So how can you best embrace digitalization?

Providing the best customer experience means that you can keep up with the expectations of your customers. The right technology should empower governments and educational institutions to meet customer demand. Today’s citizens and students want consumer-focused platforms and an elevated user experience. Deploying technology that enables self-service, engagement, and provides personalized and reliable services for citizens and students alike plays an integral role in meeting – and exceeding – these customer expectations.

Challenges in Digitalizing the Public Sector

Of course, every innovation will face challenges. So what are things that the public sector needs to tackle?

Data Security

The role of governments and education providers in facilitating secure digital societies and maintaining public trust cannot be overstated. Government agencies and educational institutions must have fluid access to data without compromising security. What’s more, government and education are both heavily regulated. This means data security is more critical than ever.

Scalable Solutions

New solutions must be scalable. The past few years highlighted that governments and educational institutions need to be ready for increased demands for online services and shift quickly when necessary. Additionally, these solutions should be intuitive and user-friendly. Digitalization should be an asset, not a setback, after all.

Seamless Infrastructure

If disjointed legacy solutions fail to communicate, service delivery can slow, and frustrations can ramp up. Integrated solutions that facilitate seamless operations will be critical for meeting the public’s expectations. This means eliminating unnecessary switching between systems, tools, and environments. Friction means failure when it comes to user experience.

Outperform Customer Expectations

Achieving the secure, scalable, and seamless solutions expected by citizens and students will require selecting the right software tools, suites, and connections for each use case:

  • Citizens want efficient government services that are personalized and user-friendly and contain elements of humanity, transparency, capability, and reliability.
  • Students need efficient services that support educational goals and enhance daily life. These offerings should make it easy for students to stay informed, learn, or access services in a reliable, consistent way.

Find the right solutions and you will be able to outperform customer expectations. For some organizations, this means finding the right provider or partner in digitalization.

Learn more about Digitalizing the Public Sector is a trusted partner for government agencies and educational institutions that want to provide an elevated user experience for digital and online services. Our suite of scalable solutions and offerings range from personal one-to-one communication to mass communication, identification, and payments. These highly secure solutions save time and money; optimize, and automate operations and processes; and provide the seamless, personalized experience demanded by today’s citizens and students.

Want to learn more about our vision for the digitalization of the public sector? Read our whitepaper to learn how to meet the needs of today's tech-savvy citizens.

Digitalizing Government Services to Meet the Needs of Today's Tech-Savvy Citizens

Was this article interesting?
Share it!
Christel Brouwers
Copywriter at Passionate about language and getting’s message out there. Shares content about CPaaS, Payments and more.

Latest Articles

Dec 18, 2023 • Customer Experience

Elevating Experiences: Customer Engagement Technology Trends in 2024

As we approach 2024, the ever-evolving landscape of technology continues to shape how customers connect, consume and communicate with businesses. Forrester even predicts customer experience (CX) will improve for the first time in three years, meaning 2024 will be a pivotal year for engagement with every touchpoint becoming a make-or-break opportunity in the customer journey.

Jouw festival als eyecatcher
Aug 27, 2023 • Customer Experience

Your event as a showstopper: 7 futureproof trends to jump on

In the overcrowded event industry, it's getting tougher to keep your ticket sales going strong. The competition is huge, and everyone's targeting the same audiences. Chances are that a festival with empty lineups and expensive tickets won't survive five years from now. Invest in your brand, innovate, and stand out – that's the only way to build a solid foundation for the future. We've got 7 trends for you to hop onto and make sure you're ready for what's to come.

Aug 22, 2023 • Mobile Service Cloud

Measurable Success: 8 Customer Service KPIs That Matter To Your Business

Great customer service results in a positive customer experience. The impression your customers have, affects how they see you as a brand. Ultimately, this impacts business performance and revenue. No wonder you want to improve your customer service. To make an impact on your business, you need to generate data and insights from your customers and your customer service team. What are the actual customer needs and preferences? And how is the team currently performing?

Jun 30, 2023 • Marketing

How to Boost Fan Engagement - A Formula 1 Heineken Dutch Grand Prix Use Case

What’s so great about sports is that it connects all kinds of people. On the other hand, knowing no two sports fans are alike makes it challenging for sports organizations to address different fan segments. The organization behind the Formula 1 Heineken Dutch Grand Prix acknowledged this challenge and didn’t just pack the Circuit Zandvoort with their best fans. Instead, they’ve managed to enhance their fan experience right at their first racing event in 35 years. What’s more, they keep improving fan engagement year on year. Curious to know how? We’ll share five insider tips on how the Dutch Grand Prix enhanced its fan engagement before, during, and after the race.

Jun 30, 2023 •

Fast Event Visitor Support at Formula 1 Heineken Dutch Grand Prix

When you go to any event, questions might arise. How do you get there? Where can you find your tickets? And where will you stay? For some questions, you prefer instant support from the organization. Swift and smooth. In this article, we’ll show how the Formula 1 Heineken Dutch Grand Prix will always help you in the best way possible.

Jun 29, 2023 • Payments

Smooth Payments for the Ultimate Dutch Grand Prix Experience

What is needed for the best Formula 1 Heineken Dutch Grand Prix experience? A good, fair race of course. Racers who are on top of their game? Good food and a nice cold beer? All the above are true. But there are also unseen factors that contribute to a great day at the Dutch Grand Prix. Payments during an event are seen as a given, a necessary evil perhaps, but they can truly make or break the experience for a visitor. Learn more about our Payments solutions at the Dutch Grand Prix and how they contributed to this awesome event.

Jun 06, 2023 • Live

Unleashing the Power of Instagram: Your Ticket to Winning Fans and Boosting Ticket Sales

In today's lightning-fast world, the quest to capture fans' attention and inspire lasting loyalty remains a key challenge for ambitious event organizers. Developing tactics to boost ticket sales and cut through the noise in this increasingly crowded industry can feel like an uphill battle. But what if we told you there's a game-changing secret to success? Prepare to breathe new life into your social media channels as you embark on a journey to connect with your fans like never before. Read on to discover how Instagram Marketing Messages can revolutionize your event strategy and help you get a competitive edge.

May 05, 2023 • Mobile Service Cloud

What are the most effective customer service channels?

Do you recognize the feeling? Imagine you want to change your address, send a message, and await a reply. And you wait. And wait some more. Do you feel annoyed? Or will you try to get the job done via another channel? Now, back to your business. How easily can your customers reach you via their preferred channel?

Apr 18, 2023 • Chatbots

Six Chatbot Examples For Great Customer Experiences

People use chatbots for various reasons, with “productivity” as the key motivational factor. But what kind of bot do you need? They come in many forms and sizes, and to be successful, you need to think about where to apply a bot, and which kind. What do you want to achieve with the bot? In this guide, we’ll walk you through some of the most successful chatbot examples of our global customers and show you how you can use them to improve customer experience.

Is this region a better fit for you?
close icon