Jakub Stróżyk
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Apr 16, 2025
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7 minutes
E-government platforms have evolved from static websites into fully integrated, user-centric ecosystems. Once requiring in-person visits, tasks like obtaining an ID or driver’s license can now be done digitally, thanks to cloud technology, automation, and digital identities.
However, expectations are rising. Citizens now demand the same seamless experiences they get from private-sector platforms. Governments must enhance accessibility, security, and efficiency while tackling cyber threats and ensuring crisis resilience. Here’s what’s next.
Proactive services
Governments are shifting from reactive to proactive services—anticipating citizen needs instead of waiting for requests. This means real-time notifications, automated reminders, and personalised updates across platforms.
For example, in our State of CX in E-Government Platforms report, we highlighted how automated status updates and prominent homepage alerts improve user engagement. These proactive solutions reduce missed deadlines and build trust in digital platforms.
AI-powered assistance
AI is everywhere, and e-government is no exception. Smart assistants and chatbots now automate routine inquiries, reducing wait times and freeing up specialists for complex issues.
Examples like Estonia’s Bürokratt and Singapore’s Ask Jamie show how AI can streamline processes, from application support to document retrieval. The result? Faster, more efficient public services with minimal friction.
Accessibility first
Public services must be inclusive—whether for professionals filing taxes, seniors managing healthcare, or individuals with disabilities. Poorly designed platforms create barriers, frustrating users and limiting access. Prioritising inclusivity by creating a platform accessible by different devices and users with different abilities and needs ensures equal access to government services for all citizens.
Governments are adopting human-centred design principles to ensure seamless, personalised, and intuitive user experiences across all devices. With a new accessibility act arriving in June 2025, staying compliant isn’t optional—it’s essential.
IT modernisation & scalability
Legacy systems are no longer fit for purpose. Governments must invest in cloud-based solutions and modern infrastructure to scale effectively, especially during crises or peak demand.
Key to this transformation? Multidisciplinary teams combining IT, UX, cybersecurity, and policy expertise. These diverse groups collaborate to create innovative solutions that are not only technologically advanced but also user-friendly and compliant with regulatory standards. Skimping on this isn’t an option—successful modernisation requires collaboration to ensure security, usability, and compliance.
Cybersecurity & zero trust
Cyber threats are growing more sophisticated, and governments are prime targets. From phishing to ransomware, the risks demand immediate action. To combat such cyber threats, every government must enhance its cybersecurity measures immediately.
Zero Trust security—"never trust, always verify"—is the way forward. This trend, discussed in our report on e-government platforms, includes biometric authentication, dual-factor verification, and hardened endpoint security. This approach is driven by the need for robust data protection in the face of rising data breaches, which affected 878.17 million records globally last year. The stakes are too high to rely on outdated defences.
Data-driven governance
Data isn’t just numbers; it’s the foundation of smarter governance. By leveraging economic indicators, demographics, and user behaviour analytics, governments can refine policies, allocate resources efficiently, and improve service delivery.
Core principles of data-driven decision-making:
Informed policy: Decisions based on data, not guesswork.
Transparency: Open data fosters trust and accountability.
Continuous improvement: Real-time insights drive constant refinement.
Public engagement: Citizens contribute to shaping policies through feedback loops.
Data is key — but to what? In most cases, to everything. This is why governments are increasingly leveraging data to enhance their digital services. Governments can identify trends, patterns, and correlations by collecting, analysing, and interpreting a variety of data types, such as economic indicators, demographic information, performance metrics, and social trends. This information is then used to inform policy creation, allocate resources effectively, and improve service delivery.
There are also some principles when it comes to this approach:
Informed policy decisions: Governments rely on data analysis to shape policies and strategies, ensuring decisions are based on facts rather than assumptions or political influence.
Openness and responsibility: Public access to government data fosters greater transparency and holds officials accountable for their actions and policies.
Continuous improvement: Data-driven decision-making prioritises continuous assessment, using real-time insights to track progress, measure effectiveness, and refine initiatives.
Active public involvement: Citizens play a key role in shaping policies by providing feedback, sharing experiences, and participating in data-driven decision-making processes.
The rise of digital identities
Digital transformation means more than going paperless—it’s about building secure, unified access to services. Digital identities do just that. They replace passwords, physical IDs, and outdated forms of authentication with a single, verified credential.
This shift allows citizens to interact with public services—like tax filing, healthcare, voting, or business registration—through one secure, user-friendly access point. It reduces administrative burden, streamlines verification, and strengthens protection against identity fraud.
As more nations follow suit in 2025, expect digital IDs to become a cornerstone of digital governance—empowering citizens while simplifying bureaucratic processes. The goal isn’t just convenience. It’s building a safer, smarter, and more inclusive digital public sector.
Integrated platforms & unified user accounts
Governments manage multiple digital platforms simultaneously, such as tax portals, social services, and business registration systems, each overseen by different departments. A crucial issue is that, without proper integration, users may face a fragmented experience, inconsistent user interfaces, and data silos.
Governments juggle multiple digital services, often creating fragmented experiences. The solution? Integrated platforms with centralised user accounts, ensuring seamless interactions across tax portals, social services, and business registrations.
Key elements of integration:
Single sign-on: One login for all government services.
Unified design: Consistent UX across platforms.
Cross-platform data sharing: Eliminates redundant form-filling.
Omnichannel access: Seamless experience across web, mobile, and smart assistants.
To tackle these challenges, governments invest in developing integrated platform experiences that provide seamless user journeys across all digital touchpoints. This approach ensures citizens and businesses can easily navigate government services, reducing complexity and improving efficiency.
Key elements of an integrated platform's experience:
Single sign-on & identity verification: Citizens should be able to log in once and access multiple services without needing separate credentials. Advanced digital identity solutions (e.g., biometric authentication) should also be available.
Unified design and consistent navigation: A standardised design system ensures visual and functional consistency across platforms. Moreover, transparent, predictable navigation patterns reduce cognitive load and increase accessibility.
Cross-platform data sharing: Secure data-sharing frameworks eliminate redundant form-filling and streamline processes like tax filings, healthcare access, and permit applications.
Omnichannel access: Whether accessing via the web, mobile app, or even smart assistants, users should experience a cohesive journey.
The road ahead
E-government is evolving fast, but there’s still work to do. Governments must continue refining accessibility, security, and user experience to match citizen expectations. With the right innovations, bureaucracy becomes a thing of the past.
At Flying Bisons, we help organisations navigate these shifts, creating cutting-edge digital solutions that drive efficiency and engagement. If you’re ready to transform your platform, let’s talk.
