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3rd Platform Technologies and IoT Will Drive Citizen Engagement, According to New IDC MaturityScapeBy 2020, more than 50% of government agencies with direct citizen engagement missions will direct at least 25% of their programmatic budget to 3rd Platform technologies and IoT, according to IDC Government Insights. To achieve the intended benefits of the citizen experience, innovation will not only come in the form of new digital channels but also as a more comprehensive approach to redefining the citizen experience. IDC (News - Alert) Government Insights has developed the IDC MaturityScape: Citizen Experience (IDC #GITS04X) to help senior digital government leaders create a road map to better align the organization's mission, operating model, and tools with the emerging needs of a consistent omni-channel citizen experience. The study identifies five maturity stages for citizen experience based on a set of specific vision, people, process, and technology dimensions and outcomes.
Governments around the world are under increasing pressure to improve end-to-end citizen experience, optimize resource allocation, and reimagine the way their employees, partners, and suppliers contribute to service delivery. Third Platform technologies such as cloud, mobile, social, and Big Data offer unparalleled opportunities to deliver new business capabilities along with the accelerated innovation in areas such as robotics, natural interfaces, cognitive systems, and the Internet of Things (IoT). The challenge for government organizations is to orchestrate such technologies (with employee training) and process changes to optimize the composite outcomes of these and other uncontrollable external factors that result in the citizen experience. The citizen experience IDC MaturityScape provides actionable guidance to senior IT decision and mission stakeholders who are tasked with ensuring that their organizations are effectively embracing citizen experience. The study identifies five maturity stages for citizen experience based on a set of specific vision, people, process, and technology dimensions and outcomes:
For additional information about this report series or to arrange a one-on-one briefing with an IDC Government Insights analyst, please contact Kanupriya at +44 20898 77111 or [email protected]. Reports are available to qualified members of the media. For information on purchasing reports, contact [email protected]; reporters should email [email protected]. About IDC MaturityScapes IDC MaturityScapes are used by IT executives and their enterprise partners to have a structured way to identify their current level of maturity, and the gap between where they are and where they want to be to maintain competitive balance or achieve industry superiority. Using IDC MaturityScapes is a way to reduce the friction of change, to make more precise investments, and to identify the details of governance, process, technology, organization, and other factors that can derail the best-laid technology initiative. About IDC Government Insights IDC Government Insights assists government policy, program, and IT leaders, as well as the suppliers that serve them, in making more effective technology decisions by providing accurate, timely, and insightful fact-based research and consulting services. Staffed by senior analysts with decades of government and IT industry experience, our global research analyzes and advises on business and technology issues facing the federal/central and local/provincial governments. International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology market. IDC is a subsidiary of IDG, the world's leading technology, media, research, and events company. For more information, please visit www.idc-gi.com, email [email protected], or call 703-485-8300. Visit the IDC Government Insights Community at http://idc-community.com/government. All product and company names may be trademarks or registered trademarks of their respective holders.
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