Findings
Digital tools are now available in abundance and are being used at an increasing rate by individuals, both for personal and professional reasons. Administrations now need to catch up quickly or they will be left behind.
However, transformation processes often respond to the same postulates but also encounter the same pitfalls. The focus is on the development and implementation of tools, which are intended to be performative on paper, in a context of a well-established competitive process and on the basis of scrupulous specifications, filled with technical criteria and functional imperatives.
Putting the human back at the heart of the device
Users needs are still not really being taken into account. Often, the user remains trapped by the form and the deadlines for the delivery of the document, which doesn’t consider the interested parties. It is believed that the truth is in the tool, whereas human needs are very sensitive to contexts: the “graft” of the same tool may not work for many reasons.
Private companies are known for including change management components in their transformation programs, in the ongoing search of improved performance. This is not always the case for public administrations, for whom budgetary issues and statutory particularities often lead to neglect of these components.
Breathing in the digital culture
Remedies and must-haves
Training and ongoing skills development
Increased participation