PRAGUE/LONDON, April 24, 2015 — By 2020, more than 50% of government agencies with direct citizen engagement missions will direct at least 25% of their programmatic budget to 3rd Platform technologies and IoT, according to IDC Government Insights. To achieve the intended benefits of the citizen experience, innovation will not only come in the form of new digital channels but also as a more comprehensive approach to redefining the citizen experience. (TZ)
IDC Government Insights has developed the IDC MaturityScape on citizen experience (IDC #GITS04X) to help senior digital government leaders create a road map to better align the organization’s mission, operating model, and tools with the emerging needs of a consistent omni-channel citizen experience. The study identifies five maturity stages for citizen experience based on a set of specific vision, people, process, and technology dimensions and outcomes.
Governments around the world are under increasing pressure to improve end-to-end citizen experience, optimize resource allocation, and reimagine the way their employees, partners, and suppliers contribute to service delivery. 3rd Platform technologies such as cloud, mobile, social, and Big Data offer unparalleled opportunities to deliver new business capabilities along with the accelerated innovation in areas such as robotics, natural interfaces, cognitive systems, and the Internet of Things (IoT). The challenge for government organizations is to orchestrate such technologies (with employee training) and process changes to optimize the composite outcomes of these and other uncontrollable external factors that result in the citizen experience.
About IDC – International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community to make fact-based decisions on technology purchases and business strategy. More than 1,000 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. In 2014, IDC celebrates its 50th anniversary of providing strategic insights to help clients achieve their key business objectives. IDC is a subsidiary of IDG, the world’s leading technology media, research, and events company. You can learn more about IDC by visiting www.idc.com.