OPINION
2. Accountability: Share details on project statuses, survey results, future plans, and the thought behind current service offerings, including why certain pieces of information are needed, how long processes may take, and who a person can contact if they have questions. 3. Community data: Build community calendars with data on local events and activities open to the public. Information is itself a service, and you can build trust by being a
should be fast, transpar-
striving to choose modern
ent and open to empirical
and innovative technology
step in repairing any
what citizens are look-
feedback, no matter what
will create a better plat-
unfavourable percep-
ing for and what other
stage the project is in.
form as digital services
tions and initiating fresh
groups in the commu-
continue to evolve.
participation by putting
nity are offering.
These are the principles that enable tech innova-
You can take the first
effort into developing
connector between
Digital services offer
they do, and government
Initiating citizen engagement
departments will benefit
Although engagement is
from incorporating the
a two-way activity, peo-
want insights into things
efficient. By focusing on
same ideas into their
ple will not engage if they
like government salaries
these as a means to build
digital strategies.
believe it will be a waste
and data. Open data
trust, government can
of their time. While some
includes presenting the
give people personalised
ple as a self-service portal
input can be gathered
story behind the data,
interactions and reduce
can benefit from modern
through data and analyt-
rather than daily dumps
the frustration or anxiety
development practices
ics, departments must
of numbers, so that peo-
with which they regard
and standards. The best
also find a way to receive
ple can understand the
government services.
choice will depend on the
individual feedback from
impact of what they’re
department’s goals and
people to achieve true
seeing and how it af-
its current systems, but
engagement.
fects them.
tors to create the products
Even something as sim-
28
better services.
new ways to win people
Here are some ideas:
over while remaining
1. Open data: People
productive and cost-
*Greg Gatherer is an Account Manager at Liferay Africa.
Public Sector Manager • October 2021
