The Digital Revolution in Public Institutions: Can you imagine a State without all that bureaucracy?
Have you ever wondered why, while we do everything from our phones—money transfers, shopping, etc.—requesting a document from a public institution is still an odyssey of paperwork, long lines, and endless waiting? It's frustrating but more common than we'd like.
The root of the problem isn't the lack of computers or internet. What weighs more heavily is the fear of change—that habit of doing things “the way they've always been done” is what ends up distancing the State from the community.
Moreover, many public workers haven’t had the opportunity to learn basic digital tools, which slows everything down, and we all pay the price of being stuck in time. Hours and hours on procedures that could be resolved in minutes, resources wasted on manual processes that could be digital—we all end up exhausted from queuing and receiving slow service.
Meanwhile, the private sector innovates, modernizes, and takes advantage of technology, which is more than just buying more computers. What’s truly needed is to train people to use technology without fear and in practical ways. Age doesn’t matter—today, anyone can learn to manage an email account, a spreadsheet, or a digital system. There's a lot of fear that technology will “take your job,” but the reality is different. A worker who knows how to respond to inquiries using a chatbot, or who leverages data to make decisions, is far more valuable and can help more people.
What do we need to take the leap? Lose the fear of innovation, reward those with new ideas, implement continuous and inclusive digital training programs, and have leaders who truly commit to transformation—not just in words.
The future won’t wait. We can no longer delay the modernization of the State. If we want institutions that genuinely help and serve, we must make the digital leap now. Change is possible: all we need is will, attitude, and a little less fear of the “click.”
Raphael Pajuelo Prado is a dynamic leader with over 25 years of experience driving growth and innovation. As CEO of Camino Contigo, he leverages his extensive background in marketing and business development to transform education. His decade-long career leading projects at Santillana, a major publishing house, honed his skills in strategic planning, project management, and team leadership. Passionate about connecting institutions, technology, and learning to create lasting educational impact, he also serves as an Advisor at Dialéctica, Commercial Director at TopDream Entertainment, Social Media Projects Advisor at NGO Perspektiva, and Founder/Director of NGO SAPHI-Emprende Perú. Connect with him at LinkedIn and www.caminocontigo.pe.