Whether applying for an ID, accessing healthcare, navigating the justice system or engaging with social services, people are often required to resubmit the same information and move between disconnected processes. Records do not always align, and each interaction can feel separate from the last.

This is not because government lacks data. In many cases, the opposite is true. Large volumes of citizen information already exist, but they are spread across departments, stored in different formats and not always easy to reconcile. As a result, there is no consistent, shared view of the individual across the public sector.

Over time, much of the focus in digital government has been placed on introducing new systems and platforms, improving interfaces and digitising access points. These efforts have delivered value in specific areas, but they have not fully addressed how information is managed, shared and maintained behind the scenes.

In practice, the challenge often lies in how data is structured, governed and connected, as well as in enabling a truly unified, "One Government" approach that operates seamlessly across spheres and departments.

At the centre of this model is the citizen, anchored by the principle of One Citizen, One Identity — delivering a consistent, integrated experience that transcends departmental boundaries and places citizen needs at the core of service delivery.

d\Departments continue to operate independently, even where their work overlaps. Systems are developed at different times, using different standards and are not always designed to work together. In some instances, legacy infrastructure makes it difficult to adapt or integrate new approaches at the required pace.

For citizens, this shows up in practical ways. Time is spent waiting in queues or reapplying for services. Mistakes occur when records do not match. Processes take longer than they should, and the experience can feel inconsistent. Over time, this places a burden on individuals and shapes how people perceive public institutions.

In South Africa, where access to public services plays a central role in economic participation and social inclusion, these challenges carry wider consequences. They directly affect livelihoods, and result in lack of trust in institutions, limiting how effectively services can be delivered.

Addressing this challenge requires a more consistent approach to digital transformation with emphasis on the underlying data and systems that supports these services. This includes ensuring that information is accurate, standardised and able to move securely between departments where appropriate.

It also involves aligning governance practices and establishing common ways of working with data across the public sector, supported by a streamlined data-sharing framework across government institutions that enables efficient, secure collaboration while minimising unnecessary administrative complexity.

Technologies such as AI can support this shift, particularly in helping to anticipate service needs or improve how citizens engage with government. However, the quality of these outcomes depends heavily on the data that underpins them.

Where information is incomplete or inconsistent, the results are likely to reflect those gaps, often resulting in fragmented data across government institutions, which in turn leads to a disjointed and inconsistent citizen experience.

There are already opportunities to strengthen this foundation. Greater alignment across departments can help create a more reliable and coherent view of citizens over time. This can reduce duplication, improve accuracy and make it easier to deliver services in a way that reflects how people actually live and interact with the state.

It can also support more efficient operations within government. When processes are better connected and information is easier to access, administrative effort can be reduced and resources can be directed to areas of greater need.

At the same time, this does not require departments to give up their individual mandates. Rather, it calls for a level of coordination that allows information to be shared responsibly where it adds value, while maintaining appropriate safeguards.

There are useful lessons to draw from organisations that have improved how they use data across different parts of their operations. When information is connected, interactions tend to feel more coherent and responsive. This principle is just as relevant in the public sector.

A more connected approach to service delivery starts with recognising citizens in a consistent way across different touchpoints. It allows services to reflect real-life needs and circumstances, rather than the structure of departments. Over time, it also creates the conditions for more responsive and proactive support.

South Africa already has many of the building blocks in place. The next step lies in how these are brought together in a way that is practical, secure and sustainable. At its simplest, it begins with a clear objective: ensuring that, across the system, each person is seen and understood as a single individual.

For more information, visit www.accenture.com. 

*Image courtesy of contributor