Why is email ruining digital services, and how to fix it?

#Digitalservices are an improvement over legacy, in-person processes.

But the way those services are constructed is inhibiting the potential time savings and user-experience improvements.

More often than not, existing digital services cannot handle a specific resident request, and residents send an #email to a government email address.

Now, resident inquiries are flooding government agencies workers’ inboxes.

But all these emails are keeping them from doing their job. That’s why email is ruining digital services. Here’s how to fix it.

Departments should use #machinelearning (ML) to categorize these large sets of resident inquiries and identify the problems.

Once analyzed, these recurring inquiries can be answered automatically.

Then, governments can turn that analysis into insight and use these analytics to measure and manage their performance, allocate resources to meet residents’ needs, and win back precious time to focus on their actual jobs.

#digitalgovernment#digitalservices#email#machinelearning