Automating trust in citizen services

Dec 21, 2018

Technology is redefining the way governments engage with their citizens. According to PwC’s 21st CEO Survey 2018, the world will increasingly require new metrics for measuring prosperity. The traditional way of measuring prosperity through GDP growth or similar financial parameters should evolve into a process involving multifaceted metrics, such as quality of life. Emerging technologies are going to play a significant role in establishing such measurable systems, building trust in the systems, and solving some of the important problems of society.

While government-to-citizen (G2C) services are getting rewired with the help of information technology, lack of trust and regulatory uncertainty are two unsolved problems. Newer technologies like blockchain, coupled with AI and other new technologies, can help in solving some of these problems by automating trust in citizen service delivery.

Webel and PwC conducted an online and offline survey to understand the views of senior executives in West Bengal on the possibility of automating trust in the delivery of citizen services. The respondents also shared their opinions on the role of blockchain technology and its relevance with respect to automating trust. About 23 senior executives from the government and private businesses responded to our survey. In this report, we have shared their perspectives and our point of view on how citizen services can be delivered through trustworthy automated platforms.

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