Transforming Citizen Centric services using Liferay DXP

Posted On Fri, July 02, 2021, 4:32 PM
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Citizen Centric Services

The Demand for Digital

Today, government agencies at every level have received mandates to go digital and innovate new ways to serve their citizens. Moving towards digitisation, the government launched the Digital India campaign with a vision to transform India into a digitally empowered society and knowledge economy. Digital transformation plays a critical role in today’s government — but its mindset, goals and long-term plans should center on trust. 

Government of India has approved the National e-Governance Plan (NeGP) in pursuance of its policy of introducing e-Governance on a massive scale. The NeGP vision aims to “make all Government Services accessible to the common man in his locality, through common service delivery outlets and ensure efficiency, transparency and reliability of such services at affordable costs to realize the basic needs of the common man”. The e-Kranti initiative under Mission Mode Projects (MMP) is a step towards providing all Government services at affordable costs to citizens to realise the basic needs through common service delivery outlets.

Challenges with Digitalization 

But digitalization is often prevented by: 

  • Inconsistent UI Interface and GUI responsiveness for access through multiple channels

  • Lack of a single point for all G2C Services

  • Business/ Government Process Re-engineering 

  • Disparate citizen applications across various departments

  • Adherence to guidelines and regulatory compliance

  • Underlying architecture limitations

  • High turnaround time for processing files or applications internally

  • Ineffective web analytics to track usage of all services on portal

  • Nonexistent tracking and reporting across all levels

  • Need for security of information and documents 

Liferay DXP for Electronic Delivery of Services

To help tackle these challenges, government agencies around the world use Liferay. 

Liferay Digital Experience Platform (DXP) is an integrated set of tools covering Content Management System (CMS), Search, Electronic Forms, Workflow, Document Management, Personalization and collaboration capabilities which can help a Government organization to implement citizen centric services across all levels. Liferay Digital Experience Platform (DXP) offers a seamless, integrated way to meet the rising expectations of citizens while supporting government agency digital transformation strategies.

Insufficient and outdated data continues to limit government agencies’ ability to meet expectations – creating hassles for both citizens and government employees. Ineffective communication, difficulty finding information, and manual processing of paperwork all contribute to inefficiencies. A DXP can solve these common content challenges by managing the lifecycle of content from creation to publishing, storage, maintenance, and deletion. Moreover, by having all essential components like forms, workflow, portal, document management and collaboration capabilities built in a single product, Liferay DXP can automate the journey of complete citizen interaction with any government.

Using Liferay DXP, organizations can: 

  • Deliver a dynamic portal for registration of applicant/citizen and hosting of all services related information and forms

  • Create online and responsive forms related to various services and integrated workflow for approval and processing of applications.

  • Quickly build mobile apps using headless CMS capabilities 

  • Use tools for collaboration and citizen engagement including discussion forums, blogs, wikis, surveys, polls, events, calendar, and social components.

  • Leverage enterprise search to allow users to search for content not only from the portal repository, but also from other sources within the organization

  • Personalize content based on user profile, and interaction and deliver personalized experiences across pages, navigation, and assets. Create Personalized dashboards for different users.

  • Store, archive and retrieve documents with better search and metadata management. 

  • Adhere to GIGW Guidelines, e-Gov Standards (egov and all other guidelines as published by Government of India

  • Integrate with Payment Gateways or PFMS for payment or online transfer of funds. 

  • Gain insight into how the various services are performing on different KPIs like Average time spent, number of times the form has been accessed/submitted, Visits/Submissions.

About Liferay

Liferay helps organizations solve digital challenges with omnichannel intranet, portal, commerce, and integration solutions. Our platform is open source, which makes it more reliable, innovative, and secure. We try to leave a positive mark on the world through business and technology. Thousands of organizations in financial services, healthcare, government, insurance, retail, manufacturing, and multiple other industries use Liferay.
Liferay. One Platform. Endless Solutions.

By Abhishek Rastogi, National Head-Strategy & Solutions, Liferay India

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Sailendra Routray

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