Government tech dystopia: A vision unfulfilled, a workforce unprepared

Mohammad J Sear

December 4, 2023

In a 2001 video produced by the National Association of State Chief Information Officers (NASCIO), the resounding question, “Have you seen the future of government?” echoes through the narration of distinguished late public US television announcer Peter Thomas.

This phrase encapsulates the overarching theme of the video, which was aimed at addressing the potential transformation of government services through the integration of technology and information systems.

At the time, the concept of “the future of government” was closely associated with the digitisation of public services and the utilisation of emerging technologies to improve government operations and interactions with citizens.

This vision foresaw a more efficient, transparent, and accessible government, one that leveraged the power of digital innovation to streamline processes, enhance citizen engagement, and ultimately improve public administration.

But where are we 22 years later?

In retrospect...

“Have you seen the future of government?”

…That video and this question posed by Peter Thomas serve as a historical artefact, representing the aspirations and expectations of that time regarding the role of technology in government.

Also, I think I should mention that this video accompanied a report that painted a great picture of amazing technology and digital governments (local and otherwise.)

But here we are… over two decades after that report, and the latest update reveals that a shortage of tech-savvy workforce and some budget (funding) issues are still holding back that vision.

And No! It’s not only an opinion….

Trust in online services (2001) vs. Prioritize cybersecurity, privacy, and identity management (2023)

In 2001, trust in online services was crucial, and in 2023, it remains a top priority.

However, in the ‘modern’ context, this trust is closely tied to cybersecurity, privacy, and managing people’s identities securely.

In simple terms, we need to make sure that online services are secure, and people’s personal information is protected.

Efficiency and accountability (2001) vs Embrace ‘No Wrong Door’ (2023)

Back in 2001, the focus was on making government services efficient and accountable. In 2023, we’re taking it a step further with the idea of “No Wrong Door.”

This means that no matter where a citizen reaches out to a government agency, they should be recognized and quickly provided with the service they need. It’s about making government services super easy to access. So, efficiency and “No Wrong Door” are like two peas in a pod.

A citizen-centric digital government (2001) vs. Engage stakeholders (2023)

The concept of a citizen-centric digital government from 2001 aligns nicely with the 2023 approach of engaging stakeholders. Both ideas center around putting citizens at the heart of government services.

In 2001, this meant focusing on what citizens needed. In 2023, it’s about actively involving citizens and other relevant groups in the decision-making process. So, it’s like we’ve continued on the same path but with a bit more emphasis on collaboration between stakeholders.

The report also discovered some new challenges during their recent interviews with state CIOs:

Project rush: Some project teams are reluctant to slow down their work to consider involving citizens in the project. They’re in a hurry to get things done.
Lacking expertise: In some states, there’s a shortage of in-house experts in user experience and human-centred design. (As I’ve mentioned before, these are important for creating user-friendly digital services.)
Convenience vs. risk: As states make things more convenient for citizens, they inadvertently increase the risk of attracting bad actors who might misuse these services. (Returning back to the importance of cybersecurity)

These recommendations from 2001 are still incredibly relevant today

They reflect the unchanging importance of trust, efficiency, and citizen-centricity even 22 years later.

The only change is that we’ve become even more mindful of cybersecurity, have raised the bar on service accessibility, and are emphasizing collaboration with stakeholders to make government services better for everyone.