Digital transformation – right design and right needs

Digital transformation is essential, but only with the right design. If the design does not align with citizens’ actual needs, it may fail to create any meaningful impact. Citizens play a crucial role in this process, and their needs must be properly addressed. The question is: how will this be ensured?

In government, there are often people who include the word “need” in documents, but in many cases, there is no clear process for how these needs will be assessed. A more critical question is: how will it be monitored—especially in contexts where citizens are supposed to be engaged and hold the government accountable?

And how will the “right design” be developed with the “right people”? Are they just consultants? Who are these consultants? What terms of reference (ToR) do they follow to deliver? Often, government officials or donors simply follow the documents they have prepared—without truly addressing citizens’ needs. The same wheel keeps turning, doesn’t it?

This is not about blame—it is about reality. The solution is not only technology, not only the right consultants, and not only money. It requires courage—to ask authorities about citizens’ needs and ensure these are reflected in the design. Consultants, government officials, or donors all have a responsibility to think about sustainability.

Engaging citizens—digitally or physically—is key. Their participation is essential for identifying needs and achieving a design that truly works.