Public Sector

Public sector agencies that include infrastructure, transactional systems, emergency response systems, and data and information storage and exchange. Public sector IT executives face a unique set of challenges, including a management agenda that can change with each election, constant budget scrutiny, and a heavy reliance on external providers. Yet government IT leaders must provide a broad range of services, from transactional financial systems to support of first responder emergency services. Forrester's Government research helps public sector IT executives and practitioners keep up with best practices, understand transformational technologies and business models, and illuminate complex technology alternatives.

Latest Research

  • For Customer Experience Professionals

    REPORT: The Australia Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    December 26, 2018 Riccardo Pasto, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 36 brands across six industries in the Australia Customer Experience Index (CX Index). We also unveil surprising data about the effect that CX has on customer loyalty and the factors that drive CX quality. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Infrastructure & Operations Professionals

    REPORT: Smart City Platforms Enable The Insights-Driven City

    Build A Foundation To Improve Operations And Citizen Experience

    December 3, 2018 Jennifer Belissent, Ph.D., Michele Pelino

    Cities leaders recognize the need to invest in infrastructure and applications to improve their operations, the services they provide constituents, and the overall experience of their citizens. New internet-of-things (IoT)-enabled solutions and platforms offer a wealth of options and two distinct paths to building a smart city. Becoming smart, however, isn't easy: City leaders must address the challenges of IoT-enabled initiatives to ensure success. This report offers guidance for infrastructure and operations (I&O) professionals on how to approach IoT-enabled initiatives and overcome potential challenges.

  • For CIO Professionals

    REPORT: Predictions 2019: The Internet Of Things

    IoT's Business Promise Persists After A Consumer Reckoning

    November 6, 2018 Michele Pelino, Frank E. Gillett, Julie A. Ask, Nigel Fenwick, Paul Miller, Dan Bieler, Bill Martorelli, Merritt Maxim

    This report shares Forrester's 2019 predictions to help CIOs and their business counterparts tackle the rapidly changing internet-of-things (IoT) landscape to deliver and enable connected products and business processes.

  • For Security & Risk Professionals

    REPORT: Predictions 2019: Cybersecurity

    The US-China Trade War Will Revive Corporate Espionage Attacks Around The World

    November 5, 2018 Amy DeMartine, Jeff Pollard, Heidi Shey, Claire O'Malley, Salvatore Schiano, Merritt Maxim, Renee Murphy

    The race to improve customer engagement compels companies to collect volumes of personal data, and this puts enormous pressure on security teams to protect customers from fraud, privacy abuses, and other breaches of trust. Unfortunately, the combination of data hoarding, consolidated data stores, and interconnectedness makes it easy for attackers to steal valuable data. In the next 12 months, attackers will target specific industries and use automation to enhance their effectiveness. This report guides security and risk (S&R) pros through five predictions for 2019.

  • For Customer Experience Professionals

    REPORT: Don't Let Government Derail Your Customer Experience Innovation

    Six Ways That CX Pros Can Drive The Conversation On Government Relations And Customer Experience

    October 2, 2018 TJ Keitt, Rick Parrish, Enza Iannopollo

    In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations challenge existing laws and can lead to fines, arrests, and prosecutions. This report provides a framework that CX pros can use to guide their companies' approaches to CX innovation in a world of complex regulations and fierce competition. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We are now updating it to reflect new regulatory developments, especially the European Union's General Data Protection Regulation (GDPR).

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