Trends Report

Best Practices For A Customer-Obsessed Tech Transformation In Government

Drive Customer Centricity With An Adaptive Approach To Technology Management

September 24th, 2020
With contributors:
Pascal Matzke , Sam Higgins , Rick Parrish , Harley Manning , Jennifer Belissent, PhD , James Staten , Elitsa Kortenska , Peggy Dostie


Technology transformation is a fundamental pillar for reforming the overall workings of government. Government priorities of more citizen engagement, improved government productivity, and higher economic growth all depend on digital technology. Technology transformation will enable them to do more with fewer investments. This report helps government CIOs devise their strategy for technology transformation as the basis for enabling customer-centric solutions.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.