Regaining Digital Trust and Improving Digitization in Australian Government Agencies


Digital trust is a crucial part of today’s work operations and is especially important in the government and utility sectors.

Documentation and communication services must be watertight in the face of often voluminous and sensitive data.

A new study commissioned by Adobe found that Australian government agencies significantly lack digital trust and are not successfully using cloud and digitization initiatives. Not only does this negatively impact civil service results, but it also slows down workflow and impedes further infrastructure development.

As the pandemic continues to change the way we interact, digitization has quickly become one of the most critical adaptation processes for businesses. Having a digitized ecosystem of documents, tools, and data can help strengthen security, improve workflow, and ultimately deliver an exceptional citizen experience.

Although the report shows a growing understanding among Australian agencies of the need for better trust and better digital solutions, there are still significant challenges that are clearly prevalent. Adobe, with help from Forrester Research, hopes this new study will provide insight and depth into the scope of the issues while providing solutions and recommendations.

Agencies have generally proven to be ill-equipped to handle the delivery of digital documents and other digital services. Taking a closer look at digital enablement, 68% of respondents said a lack of technology and tools impacted employee productivity, and 58% said their agency struggled to maintain security and confidentiality when controlling data. It was also surprising that only 14% of agencies said they had fully digitized their document processes.

So what are some of the barriers that prevent agencies from implementing effective solutions and building digital trust?

According to Chandra Sinnathamby, director of digital media B2B strategy for Adobe and GTM for APAC, it could be a number of things, but it mostly boils down to regulatory, security, and adoption issues.

“The Australian government has the Infosec Registered Assessors Program (IRAP) certification which is required for solutions, and this is often not a short process. It can take up to 18 months for solutions to be assessed at government level” , he said.

The foundational security layers are also often very complex and time-consuming to implement, Sinnathmby says, and they’re key to building the trust that’s critical to adoption, especially when citizens share sensitive PII data.

Many workflows need to be digitized to improve the citizen experience, and often the ones that get done first are the most critical. If things generally work well even if they are manual processes, they are not targeted.

“Governments are driven by different factors and generally they have adopted later than the commercial segment. They tend to see how it’s been adopted by business segment and think about how the technologies can generate a business dividend,” he says.

It is also paramount that there is an emphasis on digital trust with citizen services, as they typically share more sensitive data when requesting government services. Digital trust is therefore important for adoption. citizens need to feel that services are secure to share data.

“CX is not just the domain of commercial organizations, citizens are consumers and have the same expectations of government services,” says Sinnathamby.

“We know that since the pandemic, citizens have increased expectations for CX and government agencies need to recognize this and provide better G2C services.”

Adobe works with agencies to provide a variety of tools and services across a wide range of processes, helping them promote better digital trust and increase digitization. With document regulation a primary focus for many agencies, Adobe Document Cloud acts as a fully integrated system to help digitize and accelerate workflows at every stage.

“When creating a document, there is the creation stage, the collaboration stage and the execution stage. At each stage, we provide technologies that help digitize and accelerate the flow of work,” says Sinnathamby.

“Adobe Document Cloud also supports things like click-to-certify posting and certified receipts, almost like registered mail. We’re investing in evaluating our solutions, especially those for electronic signatures like Acrobat Sign, so that government agencies can have complete confidence that the standards have been met.”

The report also found that while most Australian agencies were lagging behind in digitalization, there was still significant momentum for change. Statistics showed that top priorities for agencies over the next 12 months included improving the use of data for decision-making (70%), accelerating response to market changes (64 %), becoming a digital government for IT modernization (62%). %) and improving overall risk management, including data security and privacy (62%).

It is recommended that clear communication and end-to-end services can help achieve these priority goals, and investing in collaborative practices when implementing a digitization strategy can greatly improve agencies.

“I would say the same thing we say to our business customers. Think of the end-to-end customer journey or the citizen journey,” says Sinnathamby.

“Look at each touchpoint, then see how you can improve it and how you can deliver the experiences seamlessly.”

With strong partners like Adobe, agencies and private businesses can regain digital trust and strengthen secure and productive digitization strategies.

To learn more about Adobe Document Cloud and get in touch with Adobe about its services, click here.


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