Rui Serra, BMC Software regional manager Africa, says to remain competitive, all organisations must embrace the realities of an all-digital world. "Public sector is not immune from the changes wrought by digital transformation," he says. "BMC research late last year found that 71% of Fortune 1000 companies are engaged in digital transformation to increase productivity and customer satisfaction and lower the costs of doing business. Faced with the same need to improve customer satisfaction, become more efficient and drive down costs, governments must follow enterprises' lead and transform the way they deliver services," he says.
"Governments have to adopt a ‘digital service first' mindset for new delivery of services, and actively work to convert and automate internal and citizen-facing services," says Serra. Public citizens, led by private industry trends, are awakening in their demand of rapidly accessible services and to ensure a quality user experience in the services access consumption.
However, harnessing the service delivery power to ensure quality delivery of services, a digital environment demands a strategic approach to consolidating and managing key application delivery, infrastructure and even policy. To effectively do so, the organisation needs advanced digital enterprise management solutions that offer a structured approach to IT management in four key disciplines: digital service management, digital enterprise automation, digital service assurance and digital infrastructure optimisation, says Serra.
"By using digital enterprise management solutions, Digital government services can embrace a more strategic role in the government and drive citizen satisfaction by delivering the innovative digital services they demand, with the experience and quality they expect," he says.
There are numerous potential benefits for governments, according to Serra: "The resulting efficiencies and cost savings can help fund the development of new digital services addressing the different needs of a diverse population; while the use of automation solutions enables governments to scale their services to reach a broader constituency. By optimising services from the cloud, digital enterprise management helps governments take digital services to any citizens in even the most remote areas or on a mobile."
Within this optimised digital environment, effective capacity planning and management have a vital role to play in helping government IT provide optimal services to its citizens as efficiently as possible, Serra says. "Beyond maximising the use of existing compute resources, an effective planning capability can help government IT understand the impact on capacity of new projects, prevent capacity issues from delaying business projects and services, and seamlessly accommodate organic growth in service demand. Having accurate information about future capacity needs also equips IT to negotiate deals to buy the right amount of infrastructure at the right time, at the right price, instead of relying on smaller, reactive purchases on less favourable terms."
BMC's digital enterprise management solutions have been deployed by a number of global public sector organisations to improve efficiencies and service delivery, says Serra. "Portugal's social security system deployed digital enterprise management to reduce processing delays and errors while improving operational efficiency and productivity. In the United Kingdom, the city of Leeds uses BMC digital enterprise management solutions in the cloud to serve its citizens without large capital outlays, long implementation cycles, or the burden of managing and maintaining the solution in house. To address security concerns and regulatory mandates, the state of Michigan deployed BMC digital enterprise management solutions to develop an IT automation portal that provides its 10 million citizens with better services at lower cost, less risk, and with greater compliance."
Download the BMC whitepaper on digital enterprise management here.