I’ve spent years working in the IT scene of Pakistan, both with businesses and our government. And trust me, while making things more digital in the public sector sounds great, it’s not without its bumps.
Digitalization in the public sector of Pakistan was slower than for most of our neighboring countries. There are several reasons for it but I am honoured that I have been part of the journey and got opportunities to play my role in the progress of my country.
Here are some challenges I’ve faced during this digital evolution in our public sector, peppered with my tales and solutions.
1. Unravelling the Change Management Spectrum
Tech changes fast, and sometimes we need help to keep up. The learning curve is a bigger problem at the client’s end, especially for new systems being incorporated. Navigating teams through the changes as the tech evolves and helping them adapt to new technology is crucial in effective change management.
Change management within an organization can encompass dealing with dramatic changes, such as when I was involved in a digital transformation of an educational organization that entailed changing the admission process since they used to have hundreds of thousands of applications for every term. This was to deal with an overwhelming number of applications, many of which were unnecessary or not up to the mark. That not only ate up our resources but also delayed our response time, causing frustration for both staff and prospective students.
Digitalization of this process was aimed at cutting through the clutter and focusing solely on genuine and eligible applications. This meant a trade-off, a decrease in quantity to improve quality.
Undoubtedly, different stakeholders were apprehensive. Would we inadvertently turn away potential students? Would the new process be too rigid? But this is where the essence of change management came into play. We realized that it wasn’t just about introducing a new system; it was about guiding our team through this shift, addressing their concerns, and ensuring they felt confident in the new direction. Regular training sessions were held, and feedback was actively sought and addressed. By fostering an environment of openness and collaboration, we turned potential roadblocks into stepping stones.
The result? A more efficient admissions process that allowed our organization to focus on what truly mattered: nurturing the academic journey of genuine and deserving applicants. Through proper change management, we didn’t just change a system; we changed our outlook, emphasizing the importance of quality and the human touch in the age of digitization.
One should always remember that resistance to change is natural and it does not help to overrule resistance with power, instead, resistance must be acknowledged and should be responded with logic. Only by dialogue, you can onboard people, empowering them with knowledge and the ability to make a choice. Sharing vision with your team is crucial to change management.
It takes regular communication with stakeholders, to empower people with knowledge, and emphasize the importance of the change along with highlighting the expected outcomes. Changes in tech also mean adapting processes to the tech being incorporated.
2. Financial Constraints
One of the major challenges in public sector projects is dealing with financial delays, particularly concerning payment releases. My own experience serves as a testament. During a pivotal digital transformation initiative for the government, I faced the hurdle of elongated payment processes. Our carefully constructed project timeline struggled due to essential funds for several project phases being delayed. In our dedication to the task at hand and our commitment to timely delivery, we resorted to using our organizational project contingency and management reserves. Although this step ensured that the project did not lose momentum, it unintentionally induced internal cash flow issues for us.
The public sector needs to consider revisiting and re-engineering its payment mechanisms. Streamlining these processes not only ensures smoother collaboration with external partners but also fosters a conducive environment for successful digital transformations. Simple solutions, such as setting up a phased payment structure aligned with project milestones or establishing a dedicated digital transformation fund, can make a drastic difference. By proactively addressing these financial bottlenecks, the public sector can pave the way for more seamless and effective transformational journeys in the future.
3. Apprehension of the Unknown
People can be wary of changes. It’s human nature. Remember the first time you tried a new food? Initially hesitant but then, you might’ve loved it! In my experience creating hype around a new idea can help smooth out any friction. Social media has done it so many times, and we can do it in our dull office lives too. Let’s chat, hold workshops, and share success stories. Celebrating small victories can make a big difference.
In the Digital Transformation journey led by me in Pakistan’s largest education organization, when I introduced a new solution, there was resistance. I recall a fellow from accounting telling me, “Why fix what isn’t broken?” The Journey of process reengineering took almost 1 year to convince all the stakeholders to agree and move forward. Once deployed, these process re-engineering and improvement steps improved the efficiency making it possible to mark the highest revenue generation in 40 years.
4. Public Records, Private Matters: Protecting Our Shared Data
With everything online, data safety is a big deal. It’s like locking our homes before leaving. Always invest in good locks (security measures) and remind everyone to be cautious. After a minor data breach in one of our branches, the pressure was on. I recognized the importance of fortification and jumped straight to action. I collaborated with a cybersecurity firm and organized training for our staff. We revamped our protocols and elevated our security walls, and now our data is Fort Knox-level secure.
5. Unique Needs for Unique Souls
Pakistan is diverse; one solution will only fit all anywhere in the world. It’s like expecting everyone to love the same ice cream flavor.
What can help: Let’s design with everyone in mind, considering different languages and needs.
In a project, our software was perfect for Islamabad but was not well received in Karachi and Multan. I took a hands-on approach. I traveled there, conducted a mini-survey, and tweaked our approach. The new, localized versions were a hit!
To sum up, making Pakistan’s public services more digital has its challenges. In essence, my time in the IT trenches of Pakistan has taught me that challenges are just puzzles waiting to be solved. Throughout my journey in the IT world, I’ve seen that when we work together, we can find solutions. Let’s connect if you have thoughts or want to chat more. Here’s to a brighter, more digital future for us all!