Best Practice Report

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

Drive Customer-Centricity With An Adaptive Approach To Technology Management

October 13th, 2020
Dan Bieler, Principal Analyst
Dan Bieler Principal Analyst
With contributors:
Pascal Matzke , Sam Higgins , Rick Parrish , Harley Manning , Jennifer Belissent, PhD , Elitsa Kortenska , Diane Lynch

Summary

Technology transformation is a fundamental lever to change the working of government overall. Government organizations must change their cultures to attract digital skills, encourage employees to engage more effectively, and boost willingness to embrace open innovation and experimentation. Government priorities, including higher citizen engagement, improved productivity, and stronger economic growth, all depend on digital technology. Technology transformation will enable government organizations to do more with potentially lower investments. This report helps government CIOs devise their strategies for technology transformation as the basis for enabling customer-centric solutions.

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