Page 34 - EngineerIT March 2022

COMMENT

How far away is the public sector from

reaching its 'digital destination'?

By Greg Gatherer, Account Manager, Liferay Africa

“ he system is down”. It’s a phrase that’s The Department of Home Affairs’ Smart
so common in the South African lexicon Identification Card System, rolled out in
Tthat it tends to elicit eye-rolls and conjunction with banks, is another example
frustrated sighs amongst anyone trying to get of a successful digital transformation project
service out of a department in South Africa’s implemented in the last decade.
public sector. You might even hear a few There are also signs that the state is
people mutter “typical” under their breath increasingly willing to work with experienced
as they either walk away from the queue or technology providers when it comes to digital
settle in as they wait for the system to come service delivery.
back online. The overall picture is, however, bleak.
Based on these experiences, you’d The National Planning Commission’s (NPC)
anticipate that South Africa’s public sector report Digital Futures - South Africa’s Digital
lags behind when it comes to digital Readiness for the Fourth Industrial Revolution,
transformation. That perception is created is particularly harsh. It suggests that there
when vital pieces of online infrastructure, such has been wholesale institutional failure on Greg Gatherer
as the Department of Labour’s temporary the part of the state when it comes to digital
employer-employee relief scheme (Ters), for transformation. It cites the botched broadcast appropriate, useful information and
instance, is described as being “more down digital migration process and the debacle over collaborate with others. Personalised
than operational”. Nor is it helped by ministers the release of high-demand spectrum as two portals, whether for citizens or government
and department officials blaming each other of the most egregious examples of this. employees, can make it easier for users to
for system downtime. There’s also a sense find what they need, increasing trust and
that even when government branches put A lack of skills improving mission outcomes.
in the effort to digitally transform, there are Even if the state successfully turns things
parties who will do everything in their power around when it comes to the implementation Modern intranets
to ensure that it can’t. The recent robbery of digital technologies and services, there are Create protected, customised intranets that
of the City of Johannesburg’s municipal still other things standing in the way of real enable employees to find the information
offices, which saw 20 computers vandalised public sector digital transformation. they need when they need it. Secure, modern
(apparently in a bid to thwart digitalisation) is The most important of these elements intranets help employees better manage
an example of this. is a shortage of skills. In 2021, for example, it their benefits and career planning, allowing
was revealed that 62% of municipal councillors for higher satisfaction and better employee
A few bright lights lacked the basic computer skills needed to retention.
Of course, stories like these don’t present pass municipal budgets. It’s crucial, therefore,
the total picture of public sector digital that the state not only builds digital skills Websites
transformation in South Africa. There are, in into the education system, but also equips all Design sites that appeal to citizens, improve
fact, a few shining digital lights that deserve the people within its employ with the skills user experience and boost engagement.
recognition and attention. needed to provide efficient and effective Create both appealing and efficient web
Over the past couple of years, for digital services to South Africa’s citizens. experiences that solve the user’s problem in a
example, the South African Revenue Service single location.
(SARS) has revamped its eFiling service, aimed A concerted effort This can be achieved if the state is willing
at improving its usability across a range of Of course, everything currently standing in to work with private sector organisations that
devices. People doing their tax returns will the way of public sector transformation in have a strong track record when it comes to
have noticed that it now auto-populates South Africa can be addressed with a few easy digital transformation. These organisations
certain sections with third party data and that steps. Begin by delivering secure, streamlined should enable the state to open data
the overall functionality of the eFiling portal experiences that are tailored to the citizen’s between departments and provide a strong,
and app have improved. SARS also recently needs and by prioritising their needs in the consistent experience for ordinary citizens
announced that it would be scaling up digital immediate strategy. accessing their services.
transformation and increasing data usage to Liferay makes software that helps
“improve the facilitation of trade, revenue Self service portals companies create digital experiences on
collection and compliance by import and Build specialised portals that authenticate web, mobile and connected devices.
export traders across South Africa’s borders.” users so that they can securely access www.liferay.com n

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