Today, citizens' health and protection have prevailed over all other variables, stopping industries and processes. Their digital transformation has steadily become (and will be, even more) a strategic ally to increase the awareness that the value chain of enterprises (whether digitally or non-digitally native) does not need to be limited to the physical world for their transactional development.
After we have got over this situation, consumers will change their habits and behaviors, and companies will have to adapt quickly.
Public services are not and will never be external to these changes in consumers' behaviour. We have Colombia as an example, where the SNR (Superintendency of Notary and Registry, in Spanish) understood the need for citizen-focused adaptability (as well as for ensuring operational efficiency and transactional transparency), and increased formal integration with online payment companies to leverage the opening of high-traffic channels for the issuing of certificates and the payment of taxes by citizens. In a digital, efficient way, and without generating operational costs for development, they made feasible their digital transformation, adapting to their users, opening themselves to finding the correct allies, those who understood the value proposition of their business and their consumers.
This effort by a public institution such as the SNR allowed for the massive increase of IT outsourcing by an institution that seeks to serve the greatest number of citizens, and also allowed them to maintain their growth ratio by reducing user traffic at their physical offices by more than 35% (through an exclusive platform, Kushki became the main certificate seller for the SNR in Colombia, and sold more than 180,000 certificates every month for the benefit of citizens) and reducing by 7% the issuing of physical certificates. This is an indicator of the citizens' open-mindedness about using new channels with a value proposition that adapts to his/her needs. This also requires an open mind from public institutions, but also a constant work, and support from the strategic partners who always have in mind who is facing the citizen. Transaction security, coordination, and adaptability for understanding the operational flow of public institutions, as well as constant feedback to manage UX flows in these processes, are part of the transformation process in efforts such as this one.
The circumstances we're living in today will, without a doubt, set a precedent in the consumption habits and business models of some institutions. Today, they have had to speed up their digital transformation processes and modify their product development strategies, all because of a scenario that changed many business strategic plans that had been established in 2019. Never before, digital transformation has had a more aggressive sponsor, and this can be seen in the reaction that each of us has shown to advance our businesses, understanding that adaptability in times of crisis involves a development work and a constant learning, which will prepare us for post-pandemic businesses.
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