DIGITALISING STATE SERVICE    

Janaka Perera suggests that the government should focus more on technology

Sri Lankans have noted the positive impact that technology has had on public services for some time. It is undeniable that with the introduction of new technology to any work environment, whether it is a public or private sector institution, tasks are transformed and redistributed.

This could also reduce the need for some occupations so that human resources can be reallocated to other important tasks.

Automation can minimise the demand for employment and reduce expenditure on salaries, perks and privileges. Needless to say, politicisation over the years has contributed to making our state sector top-heavy.

Technology-based public service holds immense potential for transforming a developing country such as ours by improving governance, education, healthcare and financial inclusion.

Mobile financial transactions, digital payment systems and fintech innovations provide secure and convenient public service-related financial services. This will improve transparency, efficiency and citizen engagement, and result in more inclusive and accountable governance.

To harness these benefits fully, it is essential for the authorities, civil society and the private sector to collaborate, and invest in building a robust technology infrastructure – and promote the digital literacy of government servants.

The modernisation of societies takes place through the adaptation of modern customs and habits. But the public at present obtains more sophisticated technology much faster than the government is able to. People are tired of the public sector’s inefficiency and expect the authorities to take steps to increase output.

Technology has brought about considerable adjustments to society, both rural and urban, over the past decade or two. Digital technologies have played an important role in transforming large-scale farming in Latin America and elsewhere. These improvements raise agricultural productivity and facilitate diversification into nontraditional crops with higher returns.

However, introducing modern technology to middle-age government servants may be difficult unless think tanks can create strong strategies and develop plans to motivate them to adjust to the modern digital environment.

The introduction of new technologies to developing countries often takes place through global value chains (GVCs). In principle, GVCs benefit these economies by easing their entry into global markets.

Working with new technology can drastically reduce existing job complexities. Given proper training and adequate time to adapt, automation may take over routine aspects of work that may be rewarding for public sector employees.

Perhaps at a later stage, more advanced technologies such as automated decision-making systems will take over complex thinking where workers simply need to verify the outcomes.

Managerial control is another important aspect that will provide more efficient and effective services to the public. Incorporating new technologies can reduce work intensity and stress for workers.

If technology is adopted without sufficient understanding of how work is actually performed however, service quality may suffer. Therefore, experts must be cautious when introducing new technologies.

Technology can take over some of the tasks performed by government servants, predominantly in areas such as processing basic paperwork and simple financial transactions.

In developed countries, clerical and secretarial occupations have declined for several years, and are projected to do so even further in the future. The government can reduce staff intakes if technology is introduced effectively.

Access to financial services is a crucial factor in poverty alleviation and economic empowerment. A technology-based public service can play a pivotal role in expanding financial inclusion in developing countries. This not only facilitates transactions but provides access to credit, savings, insurance and other financial products.

Promoting financial inclusion and educating the masses on mobile phone-friendly technology-based public services can strengthen economic resilience, reduce inequality and foster entrepreneurship.

Sri Lankans have responded positively to enhanced technology in television, mobile communications, air travel, logistics and some healthcare services with the intervention of the private sector.

However, the likes of rail and road transport, postal services, waste management, local government and so on have not yet been digitalised to provide satisfactory services. The key reasons for this lacuna are the lackadaisical attitude among lawmakers and fear of change that prevails in the public sector.

New tech solutions will enable the state to simplify processes and procedures, and save substantial public funds, which in turn can be utilised for more important tasks.

An effective tech drive will change the lives of the entire citizenry.