The expectation gap – between how citizens want to interact with government and what traditional processes deliver – is growing. This disconnect is not due to an unwillingness of agencies to change, however. Rather, legacy IT processes continually hinder government from advancing digital-first technologies. Paper forms historically served as the primary conduit for citizen-government interactions, but lingering reliance on paper-based processes frustrates today’s increasingly tech-savvy constituents; unfortunately, negative attitudes toward the use of outdated procedures casts a bad light on the public’s perception of government services as a whole.
Thankfully, government organizations are striving to shift this perception by maturing towards more digitally focused processes. A 2016 survey of government employees illustrated this trend, noting that 82 percent of respondents cited “improving the citizen experience” as a top priority. This movement toward enhancing services through technological modernization will undoubtedly continue through 2017 and beyond; upgrading paper-based processes is a key step for government agencies take in order to meet this goal.