Shift in mindsets -- a main component of digitalisation

Through digitalisation, we need to cater to the needs of every citizen in the country, from an individual coming from a rural area to an urban citizen

Digitalisation maybe an alien concept for a country that has deep-rooted colonial structures. For a people who have graduated from a colonial, archaic education system, it may be a challenge unto themselves. This is why digitalisation efforts in state institutions have taken years to be considered successful. Despite numerous trainings, workshops, meetings and conferences in lavish hotels and exorbitant expenditure, public sector employees are struggling to adjust to digital infrastructure. 

This was evident when postal workers vehemently denied the fingerprint rule brought forward by the government. One observation is that postal workers are reluctant to move out from marking their attendance manually. From a critical perspective it could be that they may not be able to claim overtime as they did prior to the fingerprint system since they need to punch in and punch out after their required work shift ends. Addressing the media, the Deputy Postmaster General explained how overtime allowances are being paid for postal workers during weekdays and weekends. 

But going beyond claiming overtime allowances and other benefits they are entitled to, public servants really need to accommodate proposals for digitalisation. Perhaps it is one way to reduce ingrained bureaucracies that exist within state institutions and to streamline processes to provide an efficient service to the public. It would help automate tasks and improve transparency and accountability. Online services would enhance citizen engagement and opportunities to interact with government agencies increasing convenience and accessibility. Digitalisation could lead to significant cost savings. 

In fact digitalisation once again has its own pros and cons. There have been instances when government websites were ‘successfully’ hacked by youth indicating loopholes and grey areas in domains and algorithms. Through digitalisation, we needs to cater to the needs of every citizen in the country, from an individual coming from a rural area to an urban citizen. Therefore the government has an uphill task in familiarising citizens towards digitalisation. While civil society and private sector organisations have been doing pilot projects to familiarise citizens to use digital services, it certainly needs a hands-on approach. The fact that not every individual has access to a smart phone or digital device worsens the situation in reality. 

During the COVID-19 pandemic, when schools opted for zoom and online classrooms, parents in rural areas were challenged with purchasing a smart phone in to ensure that their children continued their education. But once they did purchase mobile phones they realised that there’s weak mobile reception in most rural areas of the country. Perhaps with 5G technology in place, this situation could be rectified, hopefully without affecting the already existing 4G network. 

The usual process has been to launch a digital infrastructure project, have a Minister at the event, launch the project, take a few photos and provide media coverage. But when people actually visit an institution to get their services done, they come across various shortcomings. When certain supermarket chains and shopping centers issue bills to the customers’ phones, some customers express mixed reactions towards such initiatives as well. But the world certainly has taken great strides in terms of digitalisation, from obtaining an e-ticket to visit a tourist attraction to immersive experiences in museums and so on. 

Therefore, rather than frowning upon digitalisation, it is a requirement to fulfill as the world goes beyond the world of technology, exploring avenues inspired by AI and other digital advances. As Sri Lanka opens its doors widely to tourists, it is essential that  digitalisation is embraced rather than considered a second option for the convenience of visitors. In this backdrop, it is essential that the government sector accommodates digitalisation or at least takes the initial steps in this transformation in the interest of the public while citizens are given the space to shift their mindsets and welcome this progressive transformation.

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