Process Transformation for Public Services Driven by Blockchain

Process Transformation for Public Services Driven by Blockchain

Several government departments around the world are keen to offer their citizens seamless interactions and engaging experiences, akin to those in the private sector. 

The public sector is often riddled with manual processes, time-consuming verifications, legacy systems leading to low transparency and high costs. Over the years, digitalization has alleviated some of the challenges, but rising threats on privacy, data security coupled with the increasing legislations that enshrine the right-to-be-forgotten such as Europe’s GDPR or California’s CCPA pose new challenges for leaders serving in the public sector.

In the future, we will witness a monumental shift in what citizens will come to expect from their governments – nothing short of how they experience retail or banking in their life. While this digital transformation has already begun in the public sector, technologies such as blockchain are essential foundations that will power the next generation of citizen experiences. Blockchain and, more broadly, distributed ledger technologies will create a core of trust, transparency, and immutability that  breaks down information silos, reducing  cost all while vastly enriching the citizen experiences.

Infosys is proud to have been part of the transformation that is driving change in the public sector. We are happy to share a couple of examples where Infosys brought our strong capabilities in blockchain to help clients reimagine citizen experiences.

  1. Blockchain helps reimagine public records validation for Riverside County California

Riverside County California relied heavily on security paper and wet signatures to establish ‘trust’ and authenticate records. Citizens often had to wait for the physical copies of verified documents to reach them by post, which led to delays. In addition, easy access to numerous online tools increased the incidence of fraud, making it challenging to verify proof-of-records and physical documents, which was done manually. 

Infosys Public Services helped create a blockchain-based digital records fulfillment solution for Riverside County’s Assessor-County Clerk-Recorder Office. Built on the Hyperledger Fabric blockchain framework, the new platform can seamlessly verify and authenticate several types of digital records (like land records, births, marriages, and deaths). The solution also bypasses physical paper records by issuing digital documents when a citizen or entity requests them, thereby providing an e-commerce-like experience. The blockchain solution will help Riverside County California achieve cost savings, faster turnaround time, and enhanced customer service.

Read the full case study to see how Riverside County authenticates and delivers digital records with 100% trust to citizens.

  1. Blockchain streamlines professional license issuance and verification for the State of Rhode Island

The Department of Business Regulation (DBR) in the State of Rhode Island chose to pilot a blockchain solution for identity validation, which is a pre-requisite for issuing licenses. The department used paper-based applications to issue nearly 200,000 licenses annually. This led to high operational inefficiencies, greater costs, and a poor citizen experience. 

DBR partnered with Infosys Public Services (Infosys) for its proven expertise in transforming government processes and implementing blockchain technology. Infosys implemented a blockchain-based identity and credential management solution using Hyperledger Indy and Hyperledger Aries that can quickly and securely validate an individual’s credentials. The solution is built on the Self-Sovereign Identity Model where citizens are the custodians of their data (i.e., personal data is stored on citizen mobile wallets, not on the blockchain). Instead, the blockchain stores the information needed to cryptographically validate the citizen’s credentials, which is shared with other parties. This solution can be easily adopted by other departments within the state paving the way for greater adoption across the entire state.

Read the complete case study to see why blockchain was the right solution for the State of Rhode Island.

Beyond the buzz, blockchain is proving to be a beneficial technology in the real world across banking, insurance, retail and other industries. Governments around the world are not sitting on the sidelines but jumping mainstream into this disruptive technology to drive citizen-centered governance.

To learn more about how Infosys leverages blockchain technologies to build reliable, trusted and sustainable ecosystems for governments and other organizations, go here.

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