Trends Report

To Digitally Transform, Government Agencies Must Start By Becoming Customer-Obsessed

Embrace Outside-In Thinking To Overcome Execution Barriers And Fulfill Your Mission

February 24th, 2020
With contributors:
Riccardo Pasto , Michael Barnes , Seles Sebastin , Bill Nagel


An independent review of the Australian Public Service (APS) revealed the need for servicewide transformation — both short-term change and long-term reform — to better serve Australians and improve their customer experience (CX). The findings apply well beyond Australia; government agencies around the globe lag their private-sector counterparts in embracing digital transformation to deliver positive CX. CIOs, especially in the public sector, can use the insights in this report to accelerate their own digital transformation efforts, improve CX, and ensure mission success.

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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.