We evaluated 18 regulatory and licensing agencies in 6 countries from a business owner’s perspective to explore the current state of digital best practice. Despite a general move towards digital channels by governments, most regulatory and licensing agencies are still looking digital, not being digital.
All six countries studied have centralized websites, but half of them are still looking digital instead of being digital. The experience of business users varies greatly—from advanced online business portals that act as genuine one-stop shops, to digital link libraries that simply point users to other parts of government.
Agencies responsible for corporate formalities have not fully embraced the possibilities of mobility. While three out of the six countries studied offer a mobile application, only one offers direct access to government services.
Four of the countries studied have already opened access to business registration data (or plan to do so).
Regulatory and licensing agencies must move from looking digital to being digital if they are to support economic growth. Collaboration across government is key, but by prioritizing digital, agencies can greatly improve the customer experience, provide better support to business users and, in turn, drive economic growth— delivering public service for the future.