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 Australian Government's Customer Experience Affects Mission Outcomes

    Insights From Forrester's Customer Experience Index

    March 29, 2019 Riccardo Pasto, William Willsea

    Like most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our Customer Experience Index (CX Index™). We also compare departments' CX performance with the private sector's and assess how well departments perform on mission-critical CX drivers. We conclude with concrete advice for government CX pros who want to improve customer experiences efficiently.

  • For B2C Marketing Professionals

    REPORT: Digital Out-Of-Home Delivers Customers

    February 22, 2019 Joanna O'Connell, Susan Bidel

    Digital screens bring an entirely new dynamic to out-of-home (OOH) advertising, a channel that has withstood the test of time. Digital out-of-home (DOOH) provides B2C marketers with a refreshing option that connects with consumers when they're on the go; even the most resolute ad blockers see billboards. B2C marketers should read this report to learn why DOOH advertising is a must-have in their omnichannel advertising strategy.

  • For Customer Experience Professionals

    REPORT: What's New In Service Design And What It Means For CX Pros

    Highlights From The 2018 Global Service Design Conference With Forrester's Analysis

    February 13, 2019 Karine Cardona-Smits

    What's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we spotted four major trends. This report lays them out with Forrester's analysis of what each one means for improving experiences.

  • For CIO Professionals

    REPORT: 2019 US Tech Budgets: Industry Outlook

    CIOs Should Make Their 2019 Plans With A Solid Understanding Of What's Going On In Their Industry

    February 6, 2019 Andrew Bartels

    The US tech budget outlook for 2019 is generally positive, with projected growth of 6.1% only slightly slower than its 2018 growth. But in that broad picture, different industries will face very different prospects. In this report, we provide our forecasts by industry and high-level tech budget benchmarks for tech spending as a percentage of revenues by industry. We also address each industry's tech spending by category and the split between business technology (BT) and back-office technology (BOT) spending. CIOs should read this report to compare their 2019 tech budgets with the outlook for tech spending in their industry.

  • For Security & Risk Professionals

    REPORT: GRC Vision, 2019 To 2024

    Vision: The Governance, Risk, And Compliance Playbook

    January 25, 2019 Renee Murphy, Christopher McClean

    Risk management professionals are used to helping steer their organizations through uncertainty, and as fast as business and technology are advancing, they should be looking five years into the future to guide their current strategy. Many key trends will amplify strategic and digital risks and transform the core responsibilities of risk management. This report outlines these global business and technology trends and their long-term implications, helping risk managers better prepare for the potential impacts that will shortly ensue.

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