Digitalisation and online services to better serve the user
TERMS OF REFERENCE

1- Background

Digitalisation is now called the “fourth industrial revolution”, creating major economic and social opportunities, but also bringing unprecedented changes in our habits, lifestyles and relationships in society.

Thanks to digital technology, we can communicate with our loved ones, work remotely, optimise our travels and have access to online services.

These phenomena of universal transformation, which spread rapidly in most spheres of activity, are also at work in public services.

Three dimensions (interlinked) propel this digital revolution: rhythm, scope and magnitudel.

In this context, it is essential that Treasury services seize digital opportunities to increase efficiency and facilitate their interactions with users.

They must take into account their specificities in order to master the challenges and conditions for success of the digital transformation as a factor of inclusion and not exclusion.

With this in mind, AIST has decided to devote a cycle of work to “the digital transformation of the Treasury services”, this year’s symposium in Madagascar, will place at the center of the debate a theme related to this issue, namely:

digitalization and online services to better serve the user
.

This event will be an opportunity to examine the challenges for AIST member countries, user-centred digitalization and online services.

The objective is to reflect on best practices in the field of digitalization “centric users” of the Treasury services, concrete actions to be put in place and the real and potential difficulties of its implementation

2- Digitalisation issues for Treasury services

In general, the digitisation of the administrations in charge of Treasury services consists of transforming their services and operations in order to digitise business processes end-to-end and make them accessible online and in real time.

This digitalization presents challenges, both for the Treasury services and for partners and citizens.

For Treasury services, digitalization is expected to reduce transaction costs and increase transparency and security in financial transactions. It would also improve business processes and services and redirect the role of employees towards more strategic and analytical tasks with higher added value.

As far as partners are concerned, this digitalization would allow them to benefit from a reduction in management costs. It would also promote the secure sharing of data and information between the various administrations.

As far as users are concerned, the digitalization of treasury professions offers an advantage in terms of proximity, accessibility and the suitability of offers to their needs. It would also help to strengthen their confidence in the Administration.

It is therefore imperative, in order to succeed in the digital transformation and to master the challenges associated with it, to approach the digitisation of Treasury services from a global and inclusive user-centred perspective.

3- The “user-oriented” character at the heart of the digitalization process

Digitalisation is a process of change that goes far beyond technical and organizational dimensions. Of course, digital transformation is driven by technology but it is also driven and above all by the place it gives to users.

In a customer-oriented economic environment, the digitalization of Treasury services must go hand in hand with a deep reflection on the new expectations of this customer-user.

In this transformation, it will be necessary to break the administrative silos in order to have a global perspective and build daily services as close as possible to the needs of users.

The discussions at this colloquium should help to deepen the reflection on good practices and approaches to make the Treasury servicesuser-centric andthe challenges that this poses in terms of reviewing existing processes, or even revamping, in order to improve the user experience while ensuring operational efficiency.

4- Digital transformation between citizens’ expectations and stakeholder membership

The adoption of digital practices is undoubtedly one of the cornerstones of digital transformation.

Indeed, how much even a growing part of users today uses digital technology, we must not exclude other people who, by choice or because of constraints, continue to favour more traditional modes in their interactions with Treasury services.

Our administrations are therefore expected to listen to their environments and realities and continually increase their capabilities so that they can respond to changing needs and better understand future risks and opportunities.

This requires a change management approach to better anticipate resistance and reluctance and facilitate acceptance and ownership by all actors.

5- user-oriented online services: governance, constraints and perspectives

In the current context, marked by digital and its ultra-fast evolution, the ability of Treasury services to adopt new ways of working through the deployment of digital services online is a strong signal of success.

However, these online services must offer impeccable availability and quality of service, which is constantly improving. They must also be subject to strong and appropriate governance while ensuring data control both in terms of reliability and security

As such, the work in workshops and exchanges between experts will aim to deepen the reflection on these essential points and discuss the experiences of member countries in setting up online services and perspectives in this field.