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 B2C Marketing Professionals

    REPORT: Protect Your Investment: Build Privacy And Security Into Your Marketing Technology Strategy

    Landscape: The Customer Trust And Privacy Playbook

    July 6, 2018 Joe Stanhope, Alexander Spiliotes

    B2C marketing and customer insights (CI) pros are increasingly implementing a multitude of new technologies that use a wide variety of customer data for insights and engagement. These acquisitions frequently attract questions from security and risk (S&R) pros regarding the privacy, security, and compliance impacts of the technologies' implementation and operation. This report provides marketers with guidance on best practices to proactively address S&R concerns. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    June 19, 2018 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 all 287 brands across 19 industries in the US Customer Experience Index (CX Index). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: Why And How To Improve Government CX

    May 31, 2018 Rick Parrish, Laura Garvin Tramm

    The need to upgrade government customer experience (CX) has never been more urgent. Government departments around the world still struggle with substandard experiences — and their poor CX performance hampers mission success. In this report, we reveal the 11 ways that CX quality drives mission success and offer proven advice on how CX professionals at government organizations can take a systematic approach to improving CX.

  • For Customer Experience Professionals

    REPORT: The US Federal Customer Experience Index, 2018

    How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience

    May 31, 2018 Rick Parrish, Margaret Rodriguez

    The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward this goal with our annual federal Customer Experience Index (CX Index™) rankings. We also compare agencies' CX performance with the private sector's and assess how well agencies perform on key CX drivers and digital CX. We conclude with concrete advice for federal CX pros who want to improve customer experiences efficiently.

  • For Security & Risk Professionals

    REPORT: Secure Government Networks With Forrester's Zero Trust eXtended Framework

    Build Customer Trust With Robust Security And Privacy Practices

    May 31, 2018 Chase Cunningham, Heidi Shey, Alexander Spiliotes

    Government networks are under attack from all manner of threats: enemy nations, hackers, rogue assets, malicious insiders, and more. Although governments have done well combatting threats and hardening systems, perimeter-focused security paradigms create avenues of compromise and don't take full advantage of next-generation security technologies. This report helps S&R pros apply Zero Trust concepts and the Zero Trust eXtended (ZTX) framework to significantly increase insight, operational control, and security for government networks.

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