Seven Pivots, Infinite Possibilities The Future of Government Cloud

1. Seven Pivots, Infinite Possibilities: The Future of Seven Pivots, Infinite Possibilities: The Future of Government Cloud Cloud Government While governments had been able to digitize front-end services over the years, core operations often lagged behind. However, the COVID-19 pandemic saw an acceleration in digital transformation such that governments were forced into scaling up solutions like telehealth and virtual education. Despite all this, the scalability reflected upon readiness gaps. A recent worldwide survey indicated that 77 percent of officials saw positive digital progress during the pandemic, yet 80% felt efforts remained insufficient. Key Features of Digital Transformation Key Features of Digital Transformation 1.Improved Service Delivery Improved Service Delivery oPersonalized and proactive services with citizen needs. oFrictionless experiences and universal digital identities for seamless access. oOmnichannel strategies that ensure consistent service across channels. 2.Enhanced Operations Enhanced Operations oOnce-only data collection, resilience, and real-time analytics. oFlexible, cloud-based platforms to enhance agility and innovation. issue of strained systems and

2. Becoming a truly digital government requires the development of a broad array of assets and capabilities, which we term digital pivots. As mentioned earlier, applying these seven pivots would result in government services that have core characteristics of “Being Digital”. “Being Digital”. 1: Data mastery 1: Data mastery Data mastery is more than building master data management (MDM) systems or data lakes to empower senior executives to make decisions. It’s about a seamless flow of structured and unstructured data and making data and systems interoperable within and between agencies to enable front-line workers to understand customers and customize service delivery. 67% percent of high-maturity agencies in our survey reported that they were seeing a significant positive impact from their use of data, compared to just 10% of lower-maturity agencies. Data mastery also stresses the need to put a right regulatory and legal framework in place to access and share data between agencies. Governments can also consider allowing citizens to opt-in to data sharing in exchange for an integrated experience. 2: Flexible, secure infrastructure: 2: Flexible, secure infrastructure: It requires deploying privacy requirements with This means embracing cloud infrastructure and a cloud-native environment, using agile and DevSecOps methodologies, and implementing among others. The pandemic forced governments worldwide to dramatically scale government services, meaning flexible and scalable yet secure infrastructure turned crucial for agencies. 67% percent of government executives reported an increase in financial commitment to digital transformation despite budget pressures brought about by the pandemic. a technology infrastructure flexible, that balances security scalable capacities. and a thorough strategy on cybersecurity, Government executives understand the significance of agile and DevOps methods, with 83% reporting that they are positively impacting their organization. Further, cybersecurity (54%) and cloud computing (54%) top the list of technologies that are expected to play an important role over the next two years in digital transformation During the pandemic, many governments needed flexible infrastructure and hence aggressively moved to the cloud to scale their services. For example, eSanjeevani telemedicine platform scaled seamlessly, conducting over 140 million consultations by leveraging secure, cloud-based infrastructure. Agile methodologies have been embraced through partnerships with private players and DevSecOps practices that ensure security while enhancing speed and flexibility. 3: Digitally savvy, open talent networks 3: Digitally savvy, open talent networks Talent The includes strategies to enable an agency to access the right is without a doubt digitally fundamental to open digital transformation. network the right moment. savvy, talent pivot talent at

3. These involve hiring digitally savvy employees, upskilling existing talent, contingent labor, and even challenging and competing for the power of the crowd. Digitally mature agencies are four times more likely to state that digitally savvy talent is having a positive impact on their organization than less mature organizations. Government agencies will require a step change in higher sophistication in technical skills such as data science. The demand for technical capability time, and governments will need to find needs or otherwise- by partnering with universities, recruiting temporarily from industry, and making their workforce employable. is likely innovative to outstrip supply for some ways of filling talent Digital agencies, which goes to show that digital transformation is a leadership imperative and not just the IT function. 75% of government executives say that their digital transformation has resulted in major changes to their Many governments are reskilling and upskilling their employees to get into the digital age. transformation is also rattling leadership ranks across many government senior leadership team. During the pandemic, India had utilized contingent talent power along with private-sector collaboration for the development of a vaccine registration CoWIN platform. It has collaborated with startups, IT companies, as well as the open- source community for getting scalable solutions. 4: Ecosystem engagement 4: Ecosystem engagement Ecosystem engagement is the strong backbone for India during the whole period of its digital transformation, particularly during The Government of India actively collaborated with academic establishments to solve some of the hardest challenges in A stellar example is Aarogya Setu App Aarogya Setu App – and academia alike, that became the largest contact-tracing platform in the world, with over 200 million downloads. The COVID-19 Vaccine Intelligence Network (CoWIN) was similarly designed in a public-private collaboration to efficiently manage vaccine distribution and registration for over 1.4 billion citizens. Apart from health, the Startup India initiative brings partnerships between the government and startups for the handling of governance issues with technology; funding and mentorship for innovators is provided. the pandemic period. players, start-ups, private and need. firms co-created with private tech This collaborative approach accelerates solution deployment while avoiding the inefficiencies of reinventing the wheel, as the government increasingly adopts commercial off-the-shelf solutions to meet its needs. Leverage external ecosystems and build a more agile, efficient, and inclusive digital landscape. 5: Intelligent workflows 5: Intelligent workflows

4. Intelligent workflows are transforming government operations in India, increasing efficiency, and enabling seamless The Goods and Services Tax (GST) Network is one such, where automation has been used to make tax filing and compliance processes easier for more than 13 million businesses. Through automation and AI, redundant manual tasks like reconciliation and validation are being eliminated, reducing errors and processing time. service delivery. Similarly, through the disbursements in programs such as LPG automated, allowing for timely transfers directly to the beneficiaries' bank accounts. This has saved the government over ₹2.2 lakh crore by eliminating leakages and fraud. Aadhaar-enabled DBT system, subsidy and subsidies scholarships are Indian Railways is also introducing robotic process automation (RPA) for payroll, freight management, and passenger ticketing to curtail operational costs and delays. Automating workflows not only enables the government to enrich the citizen also allocate resources to strategic priorities and pave the way for the "no-touch" governance model. experience but 6: Unified customer experience 6: Unified customer experience In India, creating a unified citizen experience is becoming a central focus of digital transformation efforts. Notable examples include the Unified Unified Governance Governance, or UMANG UMANG, which consolidates over 1,400 government services from 127 departments into a single platform accessible via mobile, web, and voice. This initiative allows citizens to seamlessly access services like applying for passports, paying utility bills, and filing income tax returns, reducing the need to navigate multiple portals. Similarly, the Aadhaar grievance redressal system grievance redressal system streamlines citizen queries and ensures timely resolution by integrating various departments under a unified interface. Mobile Mobile Application Application for for New New- -age age Aadhaar- -based based 7: Innovation and new business models 7: Innovation and new business models In India, the pandemic is catalyzing the adoption of new business models for governance by all- round digital transformation. For instance, how the (GeM) revolutionized public procurement through a platform that allows government departments to source goods and services directly from vendors. This new model has not only reduced procurement costs by up to 25% but also empowered small businesses, with nearly 57% of orders on GeM placed with MSMEs 57% of orders on GeM placed with MSMEs. Similarly, the National Health Digital Mission (NDHM) National Health Digital Mission (NDHM) leverages AI, cloud, and blockchain to create a unified health ecosystem. This includes digital health IDs for citizens, enabling seamless access to medical records across hospitals and doctors nationwide, thus reducing inefficiencies and delays in healthcare delivery. Another example is India Stack India Stack, a series of APIs including Aadhaar, UPI, and eSign, which has enabled innovative financial services and inclusion, powering over 10 billion UPI transactions in Oct transactions in October 2024 alone ober 2024 alone. These transformative initiatives highlight how India is Government transparent, e-Marketplace AI-powered online 10 billion UPI

5. embracing digital technologies to reshape service delivery and build resilient, citizen-centric governance models. Conclusion: Conclusion: Digital fundamental citizens. Through innovation, embracing AI, models, the government will redefine citizen experience and efficiency. A case in point for India's examples would be the Government e-Marketplace a testament to overcoming unique challenges through impactful solutions at scale. transformation is, therefore, not just about adopting technology but building a in how governments do things and serve their cloud, data mastery, shift and new business (GeM) and India Stack- We are proud to be leaders in enabling such transformation through our secure, scalable, and AI- driven cloud solutions that empower the government enterprises in innovating citizen-centric ecosystems. Focusing on sustainability, ESDS ESDS is committed to partnering with all stakeholders to deliver future-ready solutions, bridging the digital divide and driving inclusive growth across India. agencies and and resilience, agility, Visit us: Visit us: https://www.esds.co.in/govt-community-cloud For more information, contact Team ESDS through For more information, contact Team ESDS through - - ? Email: Free: Free: 1800-209-3006 | Website: Website: https://www.esds.co.in/ Email: getintouch@esds.co.in| ✆ Toll Toll- -