The biggest challenge is determining how to invest funds wisely.
Digital transformation is a technology trend impacting many industries—and although it’s very topical for organizations, it isn’t a new trend.
Some argue that the document management solutions of years past were the kickstart to digital transformation goals, with imaging and workflow automation capabilities helping organizations digitize. Today digital transformation and technology modernization strategies are more widely accepted because of the drastically different expectations people have regarding how and when they can access data.
With more focus on digitizing content, processes and cases, government chief information officers, IT directors and application managers have the heavy burden of evaluating enterprise technology solutions to find the right platform to support their needs. The biggest challenge is determining how to invest funds wisely and finding the right tools to not only transform but to consistently deliver value over time.
When evaluating enterprise technology platforms to support digital transformation goals now and into the future, I’ve found the following three capabilities are essential for success:
Relying on custom-coded solutions is a thing of the past. Many software platforms are adopting code-free solutions, delivered on a rapid application platform, to better manage their content, data and processes. When selecting an enterprise technology to support your digital transformation needs, it’s important to understand how much functionality is available through configuration, rather than code. This gives you a realistic idea of the work it will take to maintain the solution.
Custom code is difficult to implement, adapt and maintain. It also can inflate technology costs, break when updates are needed and may be more difficult to keep secure. By selecting a code-free software, CIOs know the solution will evolve with their needs and support them into the future.
Advanced Integration Tools
As government IT professionals evaluate more modern technology platforms, they recognize the importance of proper data storage. But the work of a full staff typically takes place within dozens of solutions across the enterprise. Integration code, like custom code, can be expensive. More importantly, bad technology integrations, or lack of integration, can further impede efficiency, increase the amount of training necessary and create duplicative data entry and manual work.
Digital transformation implies efficiency and relies on systems that work together to offer staff—both internal and external—convenient access to the data they need, anytime and anywhere. Many government agencies utilize enterprise technology with seamless integrations, provided by codeless integration, pre-built integrations and APIs, to connect information and provide better constituent service. These integrations allow systems to share information and provide staff with a single place to access all the accurate information they need.
Case Management Functionality
One unique struggle for government is the sheer variety of programs, processes and data collection tasks. Each program, funding type, funding agency, rule and regulation contribute to the number of solutions IT departments support. The move from customer relationship management to customer experience has empowered government to seek greater access to information—and many are looking to case management functionality to bolster digital transformation efforts.
Case management capabilities provide a 360-degree view of all information staff need to make smart decisions and provide constituents with the best service. Additionally, it provides increased visibility and control with reporting dashboards and auditable trails of all activities that take place on a specific document or within a process. That way you also support compliance efforts and help identify any opportunities for improvement.
Digital transformation is a technology trend that organizations within all industries are trying to better understand and tackle to modernize operations and provide the best possible service. With nearly every technology application promising to help organizations achieve digitization goals, IT decision makers are faced with the tough job of finding and selecting the right platform to meet their needs. While there isn’t one go-to platform to support every organization’s need, there are some critical components decision makers should look for to ensure the sustainability of the platform to grow and evolve as agencies’ needs change.
These features include code-free applications with advanced integration capabilities and case management functionality. And, by selecting a vendor that consistently updates its software and provides the right training equips government for the next technology trend on the horizon without fear of losing information or quality service for constituents.
Terri Jones is a solution marketing manager at Hyland.