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Sunday, February 28, 2021

Factors to determine the success of digital governance

Author of the book Managing Chaos: Digital Governance by Design, Lisa Welchman defined digital governance as a framework for establishing accountability, roles, and decision-making authority for an organization’s digital presence.

This covers its websites, mobile sites, social channels, and any other Internet and Web-enabled products and services. 

The fast pace of digital technologies has disrupted various sectors and industries including public services, so organizations have to respond with significant investment in digital transformation.

And because of this, digital governance is important to provide services to the citizens effectively and efficiently.

Digital governance is a framework for establishing accountability, roles, and decision-making authority for an organization’s digital presence

Here are some of the factors that determine the success of digital governance.

Open and transparent

One of the key elements for success is establishing trust and confidence in digital platforms.

This may include addressing public concern about how personal information is accessed, shared and used as well as confidence in the performance and availability of digital platforms.

For instance, in performing transaction or submitting information, a citizen that does not trust the government platform will hide their identity or attempt to perform the transaction anonymously.

This is to share less data with the government organization.

However, if they trust their governing organizations, they will opt to perform transactions more frequently over digital channels, consent, and share more data with them.


Citizens depend on their public service institutions for updated and vital information that may impact their daily lives.

So, keeping such information updated in an ongoing manner is important.

This may include contact information, public documents, updated service, statistics, calendar and frequently asked questions (FAQs).


These day, mobile experiences are increasingly being implemented as a primary form of engagement with citizens due to the change in people behaviour.

People can now interact with the government simply by going through on their smartphones.

Public sector agency mobile apps can both deliver their designated public service and at the same time engage the citizens.

Apps for public libraries, parks and recreation, and motor vehicles provide information and services faster than ever before.

In Sarawak for instance, perhaps one of the most used apps is the e-online payment method Sarawak Pay as it is easy to use and readily available in most part of the State.

Identity Protection

In an era of digital transformation, protecting one’s data and information is important.

When sharing data with the government, citizens will expect it for official purposes and not to be shared across other organizations.

The data is used to understand the citizens better and achieve better outcomes to problems by finding new solutions as well as commercializing public services and develop fresh sources of revenue.

An eyewitness to Sarawak’s transformation

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