'Going digital to improve citizen services' sounds complicated, expensive and technically challenging. But it doesn't have to be so. 

The City of Oakland is using a lightweight development tool that lets them quickly and inexpensively create 'apps' to serve specific citizen needs. Those apps can either be linked to existing systems (so you keep your current investment) or can be stand-alone - either way, the idea is to develop them fast and inexpensively and get them out as quickly as possible to serve citizens' needs. 

I personally like this model as it also can enable constant, rapid innovation - trying out new things is easier if you can test things out at low effort and cost. Read more here about how the City of Oakland is doing it and I'd love to hear if you think this could work for you.