Making Public Services Better, Stronger, Faster By Monitoring the Digital Transformation 

Digital Transformation: A Catalyst for Better Public Services 

Digital transformation has become the cornerstone of modernization across all major sectors of public service—administration, employment, social services, education, law enforcement, and healthcare. In fact, the European Union aims to increase availability of digital public services for the EU population and businesses, as well as access to e-health records, to 100% by 2030. 

For citizens, it isn’t simply about convenience. It’s a matter of trust. Research shows that people satisfied with public services are nine times more likely to trust their government than those who are not. 

Digital platforms also deliver practical benefits. Unlike physical offices, online services remain open 24/7, providing continuity even during public health crises or natural disasters. 

Civil servants benefit as well. Automating case handling and document workflows boosts productivity, reduces backlogs, and frees up valuable human resources for strategic tasks. 

As people demand more digital services, expectations rise in step with technological progress. The citizen experience and workforce experience have therefore become central to the success of digital transformation in the public sector. 

 

How Satisfied Are People with the Digital Transformation of the Public Sector? 

Modernization aims to build a more open and efficient government that supports innovation, transparency, and citizen participation. Because citizen satisfaction is the defining metric of success, public bodies must monitor the quality of digital services at both local and national levels. 

At the same time, public sector workforce experience is equally vital. Governments have long been perceived as inflexible, but digital transformation presents an opportunity to reimagine how employees engage with their tools, processes, and missions. 

This is precisely where digital experience monitoring (DEM) becomes indispensable; it enables organizations to measure the true effectiveness of digital transformation from the perspective of end users. 

 

The Need for End-User Monitoring of Online Public Services 

Delivering a seamless digital experience requires coordination among multiple departments, providers, and technologies. To succeed, quality targets must be objective, user-centered, and clearly defined. 

Each unit’s responsibilities should be explicit, and government agencies need the ability to monitor services from an end-to-end perspective—ensuring citizens and employees alike enjoy reliable, accessible, and efficient digital interactions. 

Unfortunately, the reality often falls short. Many public organizations rely on fragmented performance data that doesn’t reflect actual user experience. Without centralized, actionable insights, decision-makers struggle to identify where performance issues truly lie. 

By adopting robust digital experience monitoring tools, public bodies can gain accurate visibility into user journeys, optimize performance, and generate meaningful, real-time reports on digital service quality. 

 

Secure, GDPR-Compliant Monitoring of Digital Public Services 

With the rise of cyber threats and data privacy concerns, public sector organizations are rightly cautious about introducing external scripts or altering application code. 

An effective monitoring solution must therefore deliver insight without compromising security, privacy, or compliance. 

Solutions like Ekara from ip-label are purpose-built for such environments—operating without code modifications and ensuring full GDPR compliance. By storing monitoring data within the European Union, these solutions help public entities comply with rulings such as Schrems II, eliminating cross-border data transfer risks. 

This balance between transparency and compliance is essential for protecting sensitive citizen information while ensuring accountability and service quality. 

 

The Many Public Services That Need Digital Experience Monitoring 

From tax and social services portals to healthcare systems and educational platforms, the digital backbone of the public sector touches millions of lives daily. These systems must remain highly available, secure, and efficient. 

Downtime or sluggish performance doesn’t just inconvenience users—it can delay healthcare delivery, disrupt benefit payments, or hinder tax processing, with wide-reaching social and economic consequences. 

In some cases, the stakes are even higher: interruptions in law enforcement or emergency response systems can compromise public safety. 

By monitoring digital experiences proactively, public entities can detect bottlenecks, prevent outages, and maintain citizen trust through consistent service quality. 

 

Case Studies: Monitoring the Quality of Digital Public Services 

Voice Monitoring Improves the Performance of a Public Health Hotline  

The context
A public health provider operates a telephone hotline where registered nurses advise and guide patients seeking medical help. The service plays a key role in optimising doctors’ appointments and ensuring efficient care. To maintain constant availability and quality of experience, the provider needed a proactive way to detect and resolve service issues. 

The solution with Ekara
With ip-label’s Ekara solution, the hotline deployed bi-directional synthetic monitoring with voice robots to measure call quality 24/7: 

• Voice scenarios designed to simulate real interactions between patients and nurses, 

• Automated measurement of response times and perceptual speech quality (MOS), 

• Continuous monitoring from both the patient and nurse perspectives, 

• Alerts and detailed reports enabling staff to act quickly and document service quality. 

The results 

• 99.5% availability of the hotline service, 

• 35% fewer user complaints thanks to proactive detection of quality issues, 

• 20% faster resolution of voice-related incidents, 

• Call audio quality improved by +25% in MOS scores, 

• Proven resilience to traffic peaks during seasonal health crises (e.g. flu season). 

 

User-Centric KPIs Help a Municipality Improve the Reliability of Online Public Services  

The context
A major European city provides 1.5 million inhabitants with essential services in education, health care, transport, culture, administration, and more. Its website is a vital channel for delivering these services, and ensuring a seamless user experience is a top priority. A small applications team is responsible for maintaining service quality and the reliability of all online interactions. 

The solution with Ekara
To go beyond the limits of traditional technical tools, the city chose Ekara consultants to provide: 

• 24/7 synthetic monitoring of critical user journeys (sign-in, online forms, e-services), 

• Automated alerts and objective reporting to accelerate incident resolution, 

• Load testing to validate website performance during predictable traffic peaks (school registrations, medical appointments, etc.), 

• Expert analysis and recommendations to optimise infrastructure, support technical upgrades, and move to the cloud. 

The results 

• 99.9% availability of critical online services, 

• 40% fewer incidents reported by users thanks to proactive detection, 

• 25% faster incident resolution, 

• Proven ability to handle 50% more traffic during peak periods, 

• 30% improvement in average response times for key user journeys. 

 

Making Digital Public Services Exemplary Through End-User Monitoring 

By adhering to high standards of digital experience, the public sector can transform public services into models of accessibility, transparency, and efficiency. 

Digital experience monitoring plays a crucial role in: 

• Ensuring equitable access across devices, regions, and demographics 

• Supporting cloud migration and modernization with data-driven insight 

• Reducing operational costs of administrations and businesses through proactive problem resolution 

• Strengthening public trust through consistent service performance 

 

Building Smarter, More Trusted Public Services 

To sum up, the digital transformation of the public sector isn’t just a technological shift—it’s a human one. Citizens and businesses expect responsive, seamless interactions with government agencies, and employees need tools that empower them to serve effectively and securely. 

The key to achieving both lies in monitoring, measuring, and continuously improving the digital experience. 

By implementing digital experience monitoring, public entities can align IT performance with real-world outcomes, ensuring that every service—whether it’s healthcare, education, or taxation—meets the high expectations of a connected society. 

As digital transformation accelerates, DEM becomes not just a technical necessity but a strategic instrument for building a smarter, more trusted, and more resilient public sector.