Service delivery and digitalisation reforms

Abstract

Information Communications Technology (ICT) has provided the means for the Public Service to provide service of excellence. Over the years, the Government has invested a significant amount in ICT to enable the Public Service to deliver its services on a 24/7 basis from anywhere. Thus, the Public Service in Malta has seen an enormous increase in the quality of services provided through the traceability of service requests; convenience; timely delivery; fewer errors using ICT systems; better communication; and continuous improvement through an analytics-based performance management system. The eGovernment Benchmark 2019 Report issued by the European Commission shows that Malta is a European front-runner in eGovernment. However, even though Malta is outperforming on digitalisation, it is still underperforming in how much the online services are being used by the public. Hence, the Public Service needs to implement a strategy for increasing the eGovernment systems penetration rate amongst the public. The spread and usability of online services rests on two main fronts, namely, more citizens need to be digitally literate and become aware and acquainted with the government online services; and the government is to continue its robust campaign to educate more the general public with regard to the advantages that emanate when using the vast array of online services.