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

Meet The New Principal Analyst For Cloud-Native Development, Devin Dickerson

Devin Dickerson June 15, 2022
Tell Us About Yourself I’m a native New Orleanian passionate about old-world architecture, gaming, and weight lifting. I love to travel with family, and I keep in touch with the same friends I’ve had since middle school and college. I was always interested in computers and fascinated by the magic of software and games. Still, […]
Blog

The Trust Imperative For Government Leaders

Sam Higgins May 31, 2022
In 2021, Forrester ran a pilot study of Australian adults to measure how people’s trust in government drives critical behaviours. We found that Australians have moderate trust in the institution of government. On average, only 28% of Australians trust the federal government. That is lower than the average of 35% who trust state governments and 31% who trust their local leaders.

Federal Zero Trust Or Bust?

Learn the three steps to federal Zero Trust compliance.

Blog

The CISA Promotes Cloud Visibility And Security With Its SCuBA TRA

Andras Cser April 22, 2022
Get ready for the semi-nationalization of public cloud security in the US. The Secure Cloud Business Applications Technical Reference Architecture (SCuBA TRA) from the Cybersecurity and Infrastructure Security Agency (CISA) provides a wide-ranging set of cloud security requirements for civilian agencies that have thus far been outside the boundaries of the FedRAMP program. The proposed […]
Webinar

Federal Zero Trust Or Bust?

Discover three strategies every federal agency should implement on its Zero Trust journey — and the fundamental shifts in architecture these strategies will demand.
Blog

Is Inflation Driving US Retail Sales Growth?

Jitender Miglani March 31, 2022
As retail industry analysts, the key question for us is whether inflation is already driving US retail sales growth – or is the retail sales growth still volume-driven?
Blog

Open Data Exposes An Uncomfortable Truth: Matters Of Gender Diversity And Inclusivity Remain Performative

Sam Higgins March 21, 2022
Three steps to increase the level of trust in your gender-related messaging.
Blog

US Public Sector Predictions 2022

Rick Parrish February 10, 2022
Read this post to discover six key predictions on US public sector customer and employee experiences, cybersecurity, and technology. Then, dive deeper with a complimentary webinar.

US Public Sector Predictions 2022

Discover how the President's Management Agenda will shape agencies' priorities in 2022.

Blog

Let’s Discover The State Of Customer Obsession In Government

Rick Parrish February 9, 2022
Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations — an approach that Forrester calls customer obsession. Most government organizations want to be more customer obsessed. But […]
Blog

New Forrester Data Shows Wide Disparities In US Federal Customer Experience (CX) Quality Despite Overall Gains

Rick Parrish December 10, 2021
Average Federal CX Ekes Out A New High, Still Trailing The Private Sector It’s a new White House priority to provide “excellent, equitable, and secure federal services and customer experience.” To help understand the state of the federal CX, Forrester has published a US federal CX Index (CX Index™) report since 2015. This year, in […]
Blog

The President’s New Management Agenda Has A Clear Approach To Strengthen Customer Experience

Rick Parrish November 22, 2021
The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.
Blog

Predictions 2022: The Global Public Sector Will Transform Itself — And Society

Rick Parrish November 9, 2021
Governments' actions on climate change, digital privacy, and the future of the workplace will reverberate throughout the world’s economy. Learn more in our public sector predictions for the coming year.
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.

Predictions 2022 Live

Chart a bold path to success in 2022. Hear our predictions for the year ahead.

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 […]
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.
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.
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 […]
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 […]

European Predictions 2022

Visit our resource hub to discover the key trends impacting European businesses in 2022.

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.
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 […]
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 […]
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