Technology Record - Issue 31: Winter 2023

VIEWPOINT Upgrading citizen services VINOTH SUBRAMANIAN HALDORAI: INFOSYS Microsoft technologies are helping public sector organisations to optimise operations, workforce collaboration and security, resulting in better-served communities Citizen welfare is becoming an increasingly important area of focus and local governance has a pivotal role to play. Local councils serve communities through the provision of education, healthcare, social care, housing and more. However, councils that work with legacy systems, limited resources and poor data protection are struggling to meet the growing need to help more citizens. To address these challenges, councils need to develop clear and coherent digital strategies that align with their objectives, as well as establish robust and agile governance frameworks to comply with the relevant laws and regulations. Infosys can work with councils and help them understand, define and execute on their digital vision for citizen services with a robust governance framework, user-centric design, and security and compliance leveraging Microsoft cloud solutions. Dynamics 365, Power Platform and Azure can help create digital platforms that empower both government employees with effective collaboration, tracking, reporting as well as citizen with online access, self service and personalisation of public services. This can improve customer satisfaction, reduce costs, and increase efficiency. Deepening customer communication and engagement are important points for councils and they need solutions that personalise and enhance their interactions with customers and stakeholders. For example, a public council can use Dynamics 365 Customer Service to provide omnichannel support, resolve issues faster, and increase customer loyalty. 142