government

Government agencies are under pressure to do more with less. Read Forrester’s insights on increasing efficiency and improving mission delivery by augmenting the constituent experience, implementing a Zero Trust security strategy, and tackling technical debt.

Insights

Blog

The Total Economic Impact™ Of DEI: Why Diversity, Equity, And Inclusion Matter

Stephanie Slate August 25, 2021
Essentially, as CX improves, more customers will comply with a department’s directives, engage with it proactively, speak well of it, trust it, and forgive its mistakes. And if the data is holistic and allows for true representation, it will allow government operations to cost less and run more smoothly.
Read More
Blog

The Tech Council Of Australia Brings The Digital Generation To The Policy Forefront

Michael Barnes August 18, 2021
Technology is central to nearly every aspect of our lives — even more so in the post-COVID world we’re all stumbling towards. For individuals, it’s the key to maintaining connections with family and friends. For employees, it’s the basis for communication, collaboration, and productivity. For many organizations, it’s currently the only way to engage with […]
Read More

See the future and gain a competitive advantage for 2022

Discover 12 trends our research reveals will matter most next year. Download our Predictions 2022 Guide.

Blog

5G Will Become A Key Enabler For Digital Transformation Of The Public Sector

Dan Bieler June 10, 2021
Technology transformation is a fundamental lever to change the workings of government. Government priorities, including higher citizen engagement, improved productivity, and stronger economic growth increasingly depend on digital technology.
Read More
Blog

Biden Executive Order Bets Big On Zero Trust For The Future Of US Cybersecurity

Jeff Pollard May 13, 2021
Forrester's security team sifts through the details of the new executive order on cybersecurity and looks forward at its long-term impact.
Read More
Blog

The ROI of Sustainability: How Green Leads to Green

Abhijit Sunil April 22, 2021
Photo by Abhinav Sunil Why is measuring the impact of your efforts important? Because if you can measure it, you can improve it. Especially if what you measure has profound consequences equally for your business, your professional life, and your personal life. You need a clear strategy not only to measure it, but also to […]
Read More
Blog

Finally, A US Digital Stimulus Package … But One That Only Keeps The Lights On

Sam Higgins April 5, 2021
When US President Joe Biden signed the American Rescue Plan Act into law, he added $1.9 trillion of economic stimulus to the $2.2 trillion provided by the Coronavirus Aid, Relief, and Economic Security Act and $0.9 trillion included in the federal government’s appropriations bill for 2021. This brings the combined fiscal stimulus of the Trump […]
Read More
Podcast

The Time Is Right For A Federal CCO

What It Means March 11, 2021
We’re making a call: The Biden administration should create a federal chief customer officer role. VP and Principal Analyst Rick Parrish joins to explain why now is the perfect time and why federal agencies should prioritize customer experience.
Listen Now
Blog

Facebook’s Ban On News Is A Blow To Consumers, Not Regulators

Sam Higgins February 22, 2021
UPDATE: On February 22, Facebook announced that it would restore access to news media content in Australia. This decision was taken after the Australian government agreed to changes within the regulatory regime that would: 1) take account of existing deals between platforms and publishers; 2) allow for mediation prior to arbitration; and 3) include additional […]
Read More
Blog

Service New South Wales Is The Clear CX Leader In Australia’s Public Sector

Riccardo Pasto November 29, 2020
Our Australia government Customer Experience Index (CX Index™) 2020 results are in! The CX Index tests 30 drivers of CX and 27 emotions to reveal the factors that make a government experience easy, effective, and emotionally engaging. These indicators explain each government organization’s overall CX Index score and impact on mission performance. This year, we […]
Read More
Blog

The Promise (And Perils) Of Customer-Focused Government Technology Transformation

Dan Bieler October 16, 2020
Technology transformation is a fundamental lever to change the working of government overall.
Read More
Blog

Best Practices For Tech Transformation In Government

Dan Bieler September 29, 2020
Technology transformation is a fundamental pillar for reforming the overall workings of government.
Read More
Blog

Let’s Talk About (Government) EX

Judy Weader September 1, 2020
Forrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years. And it’s not just talk: Our Customer Experience Index (CX Index™) and Employee Experience (EX Index) studies help organizations understand the key drivers of experience for customers and employees, respectively. But although we’ve published reports on government CX, […]
Read More

Driving Government Acquisition Performance Using CX Principles

Discover how successful government procurement leaders are delivering by driving a shift in mindset and reimagining their organizations to fuel mission success.

Blog

Introducing The Forrester Tech Sustainability Framework

Abhijit Sunil August 19, 2020
Get new insight on how your sustainability efforts can help optimize your tech stack and IT strategy.
Read More
Blog

Return Of The Sovereign Cloud

Sam Higgins July 29, 2020
A decade ago, I completed the first ever assessment of Australia’s emerging “trusted” or private infrastructure-as-a-service (IaaS) market. I followed this up with a 2010 opinion-editorial calling for improved “cloud computing regulation” in Australia as a model for global oversight of a hugely important market segment. How important? The cloud computing market has become as […]
Read More
Webinar

Customer Experience For Procurement: Driving Government Acquisition Performance Using CX Principles

Learn how procurement leaders can benefit from utilizing customer experience methodologies and tools to reimagine procurement organizations to fuel mission success.
Watch Now
Blog

In A Crisis, Customer-Obsessed Government Can Save Lives

Sam Higgins July 2, 2020
In the midst of the COVID-19 pandemic and a global recession, the need for exceptional government customer experience has never been greater.
Read More
Blog

Answering The Top Return-To-Work Questions For Our Government Clients

Stephanie Balaouras May 13, 2020
Learn more about translating social distancing guidelines to the workplace, providing safe commuting options, and more.
Read More

Reentry, Risk, And Review: Best Practices For Easing Pandemic Restrictions

Learn which signals state and local government should look for before loosening of restrictions and resuming normal life.

Webinar

Accelerate The Digital Future Of Government With A Customer Obsessed Strategy

Explore how to accelerate the digital future of government with a customer obsessed strategy.
Watch Now
Blog

Cloud Players And Research Groups Join The Fight Against COVID-19 With High-Performance Computing

Tracy Woo April 2, 2020
A unique public/private consortium organized by IBM and the Department of Energy is bringing high-performance computing to the COVID-19 fight. Analyst Tracy Woo provides details.
Read More
Blog

Combat In The Cloud: Securing The $10 Billion JEDI Contract

Tracy Woo March 12, 2020
Last October, Microsoft won the $10 billion U.S. Department of Defense (DoD) Joint Enterprise Defense Infrastructure (JEDI) contract. The 10-year agreement is part of a larger Pentagon initiative to modernize and unify its IT infrastructure, most of which still exists on technology from the 1980s and 1990s. The Microsoft decision came as a massive shock […]
Read More
More posts