All Posts

Citizen Centric Government Through Public Portals

In today’s connected world, consumers want to interact with service providers on their own schedule and receive individualized information and experiences. The same principles apply to citizens, who are the “customers” of their government. Citizen-centric government using public portals is a growing trend. These portals offer citizens secure, convenient, and personalized channels to interact with their government and offer civil servants greater efficiency and deeper insight into the needs of their citizenry.

What is citizen-centric government?

Traditionally, government functions and services have been viewed from the perspective of what information and activities a government office manages. For example, an office that grants fishing permits will focus on the number and type of permits issued. Citizen-centric government turns that perspective inside out to view services through the eyes of citizens. It asks what an individual citizen experiences when obtaining information or services from a government office.

How can public portals help?

Public portals can

  • deliver personalized services such as licenses and permits efficiently
  • improve trust by providing greater transparency
  • streamline feedback and communication between citizens and government
  • reduce administrative costs

How do citizens engage?

Citizens engage with their government offices in person, by phone, and especially online via public portals.

Features of good public portals

A good public portal will include

  • intuitive and efficient ways to look up information such as
    • polling place for a given address
    • how to obtain copies of vital records
    • how to obtain a marriage license
  • ability to submit forms and fees through the portal
  • contact information for citizens who need real-time help

How do citizen-centric portals benefit government employees?

Shifting the focus from government operations to citizens’ experiences can benefit everyone.

Under-the-hood design features

Government staff and contractors benefit from good design practices, including

  • consistent architecture so that the path to get information is similar across departments
  • consistently formatted data
    • for example, zip code and phone number formats are always the same
  • services to share data between departments and with third parties securely and reliably
  • data analysis systems that accommodate both structured and unstructured data
  • multi-layered security

Good practices that improve the civil service staff experience

When data is secure, centralized, and consistent, it’s easier for staff members to do the repetitive tasks. It also frees up their time and attention for individual cases that need human expertise.

TL;DR

Citizens are also consumers, and they want the same convenience, personalization, and security they enjoy in the business world to extend to their government offices. Well-designed public portals help to make citizen-centric government a reality.

To learn more about Susco’s work for the Jefferson Parish Clerk of Court, click here.

Recent Posts

My Personal Development Toolkit & History

I was just on the This Life without Limits podcast: audio here and video here! Purpose of this Post I wanted to compile a master list of concepts I’ve learned to drive personal transformation and how those concepts can be applied to one’s business / professional life. There is more content to come, but there’s […]

The Importance of Data Security in Claims Management Integrations

Imagine an insurance adjusting (IA) firm integrating a new claims management system, transferring sensitive data on active claims, policyholders, and financial details.  During this process, a minor security lapse results in unauthorized access, exposing clients’ personal information. The fallout? Compromised client trust, potential legal ramifications, and a damaged reputation. This scenario highlights why data security […]

How to Choose the Right Integration Partner for Your Claims System

In claims management, third-party integrations are more than technical add-ons—they’re the foundation of operational strength and efficiency.  For insurance adjusting (IA) firms, choosing the right technology partner isn’t just about finding a provider but about aligning with a team that truly understands the industry’s challenges and nuances.  The right partner doesn’t just plug systems together; […]

5 Common Mistakes to Avoid in Claims Management Integrations

Mistake 1: Inadequate Planning Rushing into integration without a detailed plan sets the stage for issues later. Poor preparation often results in missed requirements, underestimated timelines, and inadequate resource allocation. Mistake 2: Overlooking Data Migration Challenges Data migration is one of the most critical yet commonly overlooked aspects of system integration. Problems like incomplete data […]