Why Use Automation Solutions for Government Workflows?

The immediate reaction might be: “There is room for improvement,” often followed by, “because it’s impossible to make them any worse.”

We reflexively criticize government institutions because we are accustomed to seeing inefficiencies in management every time we go through a permitting process, deal with the judicial system, or stand in line at the DMV. Additionally, we constantly hear politicians and critics pointing out their flaws.

However, we conveniently forget the scale we have imposed on them. Whether it’s the DMV processing driver’s licenses or the IRS handling tax forms, we have burdened this bureaucracy with the task of regulating and managing on behalf of all citizens—whether it’s dozens of people in a small town or hundreds of millions across the country.

They are tasked with a significant, often complex role. Now, imagine the difficulties that arise in executing these processes daily, using relentlessly mundane manual and paper-based workflows.

As John Stuart Mill aptly summarized the dangers: “This routine and these outdated processes are the foundation of the complaints we have about government.”

A survey of 1,516 government respondents conducted by IDC found that 58% of processes related to constituent services and 46% of back-office processes relied on paper rather than electronic data. Only 36% of respondents said these processes were efficient, compared to 52% in the private sector.

The positive impact of workflow automation on governance should be obvious. What is holding back its widespread adoption?

Much of it comes down to the budget crises faced by many municipal, state, and even federal agencies. Knowing that your processes are outdated and having the funds to address the issue are two different things. The scale of the problem may also require significant investments, which can deter even the best intentions or public calls from the President for improvement. Even when new technologies are deployed, there are concerns about whether they will compromise compliance with security or privacy regulations.

Nevertheless, the automation of government workflows, especially now with the availability of flexible and scalable SaaS solutions that are easy to adopt and integrate, is gaining attention. The benefits of these solutions are too real and tangible to ignore, particularly in an era where people demand greater efficiency and responsiveness from the government, rather than maintaining the status quo.

So, What Does Automation Do to Improve Government Operations?

1. Optimized Workflows

   According to McKinsey, “45 percent of work activities can be automated using currently demonstrated technology,” and this undoubtedly applies to many repetitive and/or lengthy workflows found in government.

   By combining existing hardware with advanced SaaS-based form and document management software, as well as workflow automation tools, agencies can automate these labor-intensive manual stages. The vulnerabilities, errors, and delays associated with legacy processes can be reduced or eliminated, along with associated costs, while ensuring compliance with security and privacy requirements.

   Documents and forms can be standardized across government agencies and departments, and they will never be lost or misrouted, as they are permanently stored and easily retrievable in digital form. The entire process becomes much faster and more accurate than ever before.

   For example, consider a request for government documents related to a legal case or a Freedom of Information Act (FOIA) submission. The responding officer can enter the request, assign a case number, and route it to the appropriate offices for further approvals. The documents themselves are securely stored in a centralized archive and can be retrieved for printing or editing (if needed) after receiving the necessary approvals. The automation platform handles processing, routing, and error-prone tasks such as bundling, splitting, storage, and indexing.

2. Cost Containment and Savings

   According to the aforementioned IDC study, workflow automation delivers significant economic benefits that can be passed on to constituents or used to improve services elsewhere. Respondents said that if they could resolve all process-related issues with their constituents, they could reduce their overall costs by 9%.

   A significant portion of this would come from eliminating the need to respond to phone calls or send email replies—expensive and labor-intensive tasks that can now be handled through automated self-service websites and mobile platforms.

3. Improved Service and Responsiveness

   It’s not enough to simply make existing processes more efficient. In an era of growing cynicism and doubt about government efficiency and accountability, it is vital to enhance productivity in service delivery and responsiveness to public needs.

   It’s interesting to see how some municipalities have taken the lead in this area. One such strategy has been hosting hackathons in partnership with programmers and technology firms. For example, in 2016, the city of Santa Monica, California, held the “Hack the Beach” event, aimed at finding technical tools to improve access and visibility into government operations.

   Some specific improvements that workflow automation can provide include:

   • Instant service through self-service capabilities: Constituents/users can find information or fill out forms via a secure website rather than calling an office or sending an email.
   • Better service, as forms, step-by-step instructions, infographics, charts, and other materials can be made available, which are more effective at conveying information than conversations with staff.
   • 24/7 accessibility, as access is now available around the clock.
   • Scalability, as the automation platform can handle any number of requests or inquiries at any time, from a few to thousands. For example, peak loads during tax season often overwhelm traditional channels such as phone lines or office operations.
   • The ability to collect actionable user data, which can then be used to provide more accurate and relevant services and responses.

4. Improved Working Conditions for Employees

   By implementing workflow automation, the overall user experience improves, leading to greater customer satisfaction. Any business thriving in the modern digital economy can attest to the importance of improving customer service to retain loyalty and engagement.

   There’s another side to this, as mentioned earlier: workflow automation, by eliminating what we call “daily drudgery,” helps improve the morale of government employees and their workplace culture. This pays off at multiple levels:

   • Better constituent service, as employees are not burdened by repetitive and exhausting tasks that can degrade their responsiveness and dampen their enthusiasm for work.
   • Improved employee retention by minimizing monotony, allowing workers to focus on more meaningful or rewarding tasks.
   • More attractive employment opportunities, giving agencies an edge in hiring top talent; especially younger candidates, who want to work in a tech-savvy environment with a workplace culture that fosters empowerment.

5. Reliable Compliance

   Legislation and regulation for open government are a fact of life in nearly all American communities, so compliance is fundamental. Government agencies at almost every level face federal, state, or local mandates for transparency and accessibility, and workflow automation helps accelerate the fulfillment of these requirements.

   Compliance can become tangled and costly, especially if public sector requests require senior staff, rather than just subordinates, to deal with the complexities of ensuring compliance standards at every stage of the process. Process automation can alleviate many of these costs and distractions, as well as the errors that arise despite our best efforts.