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As digital transformation has radically reshaped private organizations across industries, governments have been slow to adapt. Today’s reactive approach to public services doesn’t meet citizens’ increased expectations. Something as simple as a few lane closures for emergency repairs causes unending gridlock and leads to frustrated citizens, unplanned last-minute service costs, and extensive negative publicity for the local government. Satisfying citizens and restoring faith in government starts with proactive, predictive public works that prevent problems before they interfere with citizens’ lives.

New, intelligent digital solutions are proven to improve efficiency and satisfaction—citizens trust in government institutions increases by 58 percent when citizens are provided a great digital experience1, and Internet of Things (IoT)-powered predictive maintenance drives a 50 percent reduction in downtime2. In fact, governments will save 1.1 billion hours annually3 and $930 billion globally by 20254 through IoT predictive maintenance. An intelligent, unified public works strategy is the key to driving efficient results in an increasingly agile world.

Why governments need a new paradigm in public service

An intelligent public works approach enables governments to transform services across the board. Injecting intelligence into processes benefits everything from welfare checkups, public safety, to bridge inspections, wastewater treatment, and underground pipe maintenance by streamlining operations. By connecting devices and operations on the IoT, governments enable citizens to engage with the systems they use daily to easily report issues as they arise. For employees, new technologies like predictive maintenance and remote monitoring empower government technicians with visibility into performance and advanced warning through alerts and automated workflows. These insights enable technicians to respond proactively to prevent problems before they occur. When preventative maintenance is required, optimized schedules help ensure the right technicians are dispatched with the right tools to fix the problem on the first trip. Thanks to augmented reality and collaboration tools, even inexperienced technicians are empowered to fix problems efficiently and effectively, leveraging guidance from remote experts and driving down maintenance costs.

With systems connected on a single platform, workers gain insights from repair, performance, and utilization data to keep processes running smoothly and efficiently. Most importantly, intelligent systems keep routine maintenance out of the public eye by automating processes to flag and address problems without citizens having to report them. By automating device monitoring and maintenance scheduling, governments ensure that the systems their citizens rely on run smoothly to boost satisfaction.

Empower governments to maximize citizen engagement, optimize operations, and cut costs.

Intelligent Public Works from Microsoft provides government employees and technicians with the tools to help them redesign their structures and processes to keep pace with today’s complex, interlinked, fast-changing environment. Intelligent systems make it easier for citizens to engage with the services they use daily. By streamlining reporting processes, governments ensure issues are taken care of before they become problems, driving increased citizen satisfaction and trust. Better yet, optimizing operations with systems that predict problems rather than react to them means that citizens are less likely to run into issues in the first place. Automated service workflows, inventory management, and scheduling combined with streamlined finances enable governments to run more efficiently, leading to better services at lower costs.

Governments around the world have already seen the benefits of intelligent, IoT-enabled platforms as Microsoft has partnered with municipalities, counties, and regions to implement comprehensive solutions. For instance, Western Australia’s Main Roads turned to Microsoft when they needed a solution to address increasing congestion and improve operational efficiency across the more than 18,000 km of roads they manage. Partnering with Microsoft enabled Main Roads to create a single solution that bridged their two CRM frameworks, unifying the information available to the office and the field. Doing so streamlined communications between maintenance crews and office administrations, improved outage response time by routing fault reports directly to technicians, and optimized service visits by tracking the location and quantity of spare components.

Best-in-class solutions

Microsoft and its partners are offering powerful new solutions to enable Intelligent Public Works for government. As a trusted enterprise partner with best-in-class security and unique hybrid cloud scalability, Microsoft is uniquely suited to help governments better serve their citizens. To learn more about how Intelligent Public Works helps you optimize operations and engage citizens, visit the Intelligent Public Works page.

[1] Foresee – The Foresee Experience Index: E-Gov, Q1 2017

[2] Tibco, Predictive Maintenance: How Data Can Increase Production, 2016

[3] “A Future the Works: Automation, Employment and Productivity” McKinsey Global Institute, 2017

[4] McKinsey Global Institute, June 2015