Citizen-Centric Digital Transformation Without Leaving the Disconnected Behind

Digital transformation can make local government services faster and easier to access. Residents can apply for permits online, report neighbourhood incidents, or receive service updates by text message. But digital services can also create new barriers. During a session on citizen-centric digital transformation in the Citizen Participation and Inclusive Governance course in 2026, Shahenda El Naggar, The Hague Academy’s expert on digital transformation and e-government, discussed a central question with participants: How can local governments use e-government tools to connect citizens without leaving the less connected behind?

“Good digital governance means making democratic tools and public services accessible to everyone and including people who are unable to access the services.“ – Shahenda El Naggar

Participants discussing citizen-centric digital transformation during the Citizen Participation and Inclusive Governance course.

How do digital services exclude citizens?

For many citizens, the local government is their direct point of contact with the state. It is where they register a birth, apply for social support, or pay local taxes. Moving these services online can make them more convenient, but only when local governments understand how different residents access and use technology.

In fact, citizens do not all connect to the internet in the same way. Some use online services confidently, while a large minority of citizens lack the skills or means to access digital services. They share devices with others, depend on limited mobile data, or need support because of disability, language barriers, or limited digital skills. Some may also hesitate to use digital services because they do not know how their personal information will be used.

Despite this, citizens increasingly ask for more digitally enabled public services, and many want to have a say in how they should be delivered, as reported by the Ipsos MORI and EY study where 12,100 participants of working age, across 12 countries globally were asked about their expectations regarding technology in government.

“Citizens are interested in digital public services, but many still have concerns: Will I be able to use them? Can I still speak to someone in person? Governments must use data and technology to improve services without leaving behind the significant minority of people who lack access, skills, or confidence.” – Shahenda el Naggar

How can local governments design services around citizens?

Local governments might be quick to start digital transformation by asking which services can be placed online. However, a citizen-centric approach begins with understanding the citizens’ needs and expectations. Shahenda stresses that local governments should design services with citizens rather than for them. For a successful implementation of a digital service where disconnected citizens are not left out, she recommends using the Double Diamond approach. This framework guides local governments and their citizens through four stages: Discover, Define, Develop, and Deliver.

In the process, municipalities can observe how their residents currently access a service by asking them key questions, such as:

• How are our citizens’ needs changing through technology? How do our citizens view their lives?

• What do they think of the services they receive?

• What obstacles do they face?

• Which communication channels do they already use?

• And are they ready for governments to use more data and technology in the delivery of public services?

Then the municipalities can develop possible solutions and test them with different groups before launching the service. This helps identify practical barriers early, rather than after a service has already been moved online.

How can local governments keep services accessible?

Digital access should not mean digital-only access. To avoid excluding vulnerable groups, such as the elderly, or community members with low digital literacy, Shahenda recommends that local governments offer access to public services both digitally and in-person. This can be done by combining online services with telephone or face-to-face support. It is important to maintain communication with citizens across the internet, phone, email, and in-person interaction.

To conclude, digital transformation, which makes local public services easier to access without excluding less connected citizens, is possible. What is needed is that citizens are involved in the process, in order for local governments to identify barriers for less connected citizens early. Would you like to learn more about how you can lead digital transformation processes that include and reach all citizens? Then register for our upcoming Digital Transformation in the Public Sectorcourse.