Presentation given by Armenia at the Service Design and Delivery in a Digital Age - Academies for EaP countries. Topic 2: Digital transformation.

1. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
ARMENIA
Main challenges
in digital
transformation

2. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
2

3. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
3
[Leonid Avetisyan, EKENG, Armenia]
SERVICE DESIGN AND DELIVERY IN A DIGITAL AGE
Academies for EaP countries
Digital
transformation

4. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. Table of contents
1 Digital Identity Maturity 4
2 Lack of digital knowledge 5
3 Chaotic digital development 6
MAIN CHALLENGES IN DIGITAL TRANSFORMATION

5. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. DIGITAL IDENTITY MATURITY
5
- Understanding by the citizens
- Adoption by the business and
public service providers
MAIN CHALLENGES
- 3 underused digital identity solutions + 1.2 mln citizens with ID cards
- Almost no popular services based on these solutions
FACTS

6. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. LACK OF DIGITAL KNOWLEDGE
6
- Lack of awareness
- Lack of trust towards digital
- Lack of digital literacy
MAIN CHALLENGES
- Dozens of services are available online
- Citizens prefer face-to-face communication
- Not only the citizens but also the civil servants lack the ability to use
and properly provide services over the internet
FACTS

7. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. CHAOTIC DEVELOPMENT
7
- Uneven distribution of digitalization and IT specialists among state entities
- Legacy information systems
- Silos
MAIN CHALLENGES
FACTS
- Dozens of new e-services have been introduced during the last 12 months
- The lack of full-fledged digital databases impedes the making of services
end-to-end digital
- Many state entities resist digitizing their processes and want to preserve
their oasis comfort zones, while others endeavor to create massive
pyramids