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Digital government portals as the modern way of communication

Digital government case handling process.

In the dynamic landscape of public sector management, the evolution of communication methods has been pivotal in shaping governance practices. From the traditional avenues of desk visits, email exchanges, paper letters, and phone calls, the shift towards modern digital governance marks a significant paradigm shift. In this article, we delve into the profound differences between these two approaches, focusing on the transformative power of digital portals in enhancing speed, quality of work, compliance, and ultimately, customer satisfaction within the public sector.

Communication in the past

Desk visits

Roughly until the pandemic, face-to-face interactions through desk visits were the cornerstone of public service delivery. While fostering personal connections, this approach often led to inefficiencies and long wait times for citizens seeking assistance.

Email Exchanges

Email emerged as a revolutionary tool for written communication in the public sector. However, the reliance on email chains posed challenges in tracking correspondence and ensuring timely responses.

Paper Letters

The traditional exchange of paper letters served as a formal means of communication, albeit with drawbacks such as delays in delivery and the cumbersome nature of physical documentation.

Phone Communication

Direct verbal interaction via phone calls provided immediate assistance to citizens but often resulted in limited documentation and follow-up capabilities.


The Emergence of Modern Digital Governance

In response to the limitations of traditional communication methods, modern digital governance has ushered in a new era of efficiency and transparency. At its core lies the utilization of digital portals, which serve as centralized platforms for streamlined communication and service delivery. Let’s have a look at the value of digital portals for government organizations, their employees and their end users.

Contrasting Speed and Efficiency

In stark contrast to the bureaucratic delays inherent in traditional channels, digital portals offer unprecedented speed and efficiency in addressing citizen inquiries and processing requests. With features such as automated workflows and real-time tracking, tasks that once took days or weeks can now be completed within hours, if not minutes.

Enhancing Quality of work and documentation

The transition from paper-based documentation to digital records has revolutionized the quality and accuracy of work within the public sector. Digital portals enable the creation of comprehensive and easily accessible records, minimizing errors and ensuring consistency in decision-making processes.

Ensuring Compliance and Security

As governance landscapes evolve, so do compliance requirements and security concerns. Digital portals are designed with robust security measures to safeguard sensitive information and adhere to regulatory standards such as GDPR. By centralizing data management and implementing encryption protocols, public sector entities can mitigate the risk of data breaches and unauthorized access.

Elevating Customer Satisfaction

Perhaps the most tangible benefit of modern digital governance is its impact on customer satisfaction. Digital portals empower citizens with 24/7 access to services and information, eliminating the need for physical visits or lengthy phone calls. By offering user-friendly interfaces and personalized experiences, public sector organizations can foster trust and loyalty among constituents.

The Case Handling Process

In the transition from traditional communication methods to modern digital governance, one of the most notable transformations occurs in the day-to-day work of case handlers. The advent of digital portals automates several manual tasks, freeing up valuable time and resources for more meaningful endeavors. Let’s explore some of the types of work that are alleviated or removed from the workload of case handlers:

Copying Email into the Case

In the era of email exchanges, case handlers often found themselves tediously copying and pasting relevant correspondence into the corresponding case file. This manual process not only consumed valuable time but also introduced the risk of errors or omissions. With modern digital governance, integration between email platforms and digital portals automates the ingestion of communication into the case, eliminating the need for manual data entry. As a result, case handlers can focus their efforts on analyzing information and making informed decisions rather than performing administrative tasks.

Writing Notes from a Phone Call

Phone communication has long been a staple of case handling in the public sector, requiring case handlers to meticulously transcribe conversation details and action items into case notes. However, with the adoption of digital portals equipped with integrated call logging features, this labor-intensive process becomes a relic of the past. Digital platforms automatically capture and record essential details from phone calls, such as timestamps, caller information, and conversation summaries, streamlining the documentation process for case handlers. By reducing the time spent on note-taking, case handlers can devote more attention to providing timely and effective assistance to citizens.

Scanning Paper Documents for Digital Storage

In traditional workflows, the digitization of paper documents was a time-consuming and resource-intensive endeavor. Two primary methods were evident in this regard. :

First, the manual processing by case handlers: case handlers were tasked with the labor-intensive process of manually scanning, uploading, and organizing physical documents into digital case files. This arduous process frequently led to bottlenecks and delays in processing times. Additionally, the quality of the work heavily relied on the document handling skills of the case handler, leaving it susceptible to human error.

Alternatively, all paper mail underwent processing within a central department. Utilizing standardized forms with barcodes and/or reference numbers (recognized via OCR) enabled automatic integration of content into the appropriate case. While such input management systems incurred considerable time and cost, they offer the advantage of ensuring comprehensive processing of all paper mail and centralized monitoring.

With the implementation of modern digital governance solutions, digital portals seamlessly integrate with the relevant case files. By eliminating the need for manual document handling, case handlers can expedite case processing and improve overall efficiency.


In conclusion, the shift from traditional communication methods to modern digital governance represents a watershed moment in public sector management. By harnessing the power of digital portals, governments can achieve unparalleled levels of speed, efficiency, and transparency while enhancing the quality-of-service delivery and safeguarding citizen data.


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