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For CIOs

Brief: Outside-In Governments Accelerate BT Transformation

Government CIOs Drive The New Citizen-Centric Imperatives

August 21, 2015

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Why Read This Brief

Citizens have perennially expected more from their governments. With the new arsenal of tools available, government organizations are better able to deliver, and just in time. Today, in the age of the customer, leading companies have discovered that they must become customer-obsessed to succeed. As these companies grow more responsive to their customers, citizens become more frustrated with governments' inability to keep up. This report summarizes the findings of the Forrester report "Transform Government From The Outside In" which outlines why governments at all levels around the world must embrace mobile, big data, customer experience, and digital — the same four customer-centric imperatives that companies have adopted to thrive in today's environment. We analyze the pivotal role government CIOs must play in coordinating the pursuit of these imperatives across departments. That role includes driving requirements gathering, designing the tech-led processes, implementing new digital services, capturing data, analyzing performance, and repeating the process to improve the citizen experience. Today's outside-in government CIOs must take on new roles to drive citizen-centric imperatives.

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