In a recent research report, Gartner maintains that it’s time, technologies enabling new service models for digital government be introduced to government organizations. It has identified 10 relevant trends for governments in 2015 to help CIOs and IT leaders appraise critical strategic technologies.
1) Digital Workplace
Internet is penetrating into every nook and cranny of the world with an accelerating pace. As the Digital Revolution has already geared up across the globe, the government workforce of the future would have digitally literate employees, from frontline workers to top-level executives.
The digital workplace would be open, flat and democratic- organizational avatar of open government. Therefore, CIOs and IT leaders must take the charge of constructing a more social, mobile, accessible and information-driven work environment.
2) Multichannel Citizen Engagement
Government dominion with multiple channels like municipal offices, physical mail correspondence, contact centers, eGovernment websites and mobile apps are toiling to provide one lucid, compact and coherent view of the enterprise to the citizens. Hence, employing multichannel strategy in such scenario is imperative.
A multichannel strategy in this context refers to not just delivering a seamless experience to stakeholders but also “delivering interactions that are connected, consistent, convenient, collaborative, customized, clear and transparent” (Gartner).
To get these results, policymakers and CIOs must restructure service models by combining traditional marketing tools such as focus groups, user experience labs, surveys and stakeholder analysis with new approaches like citizen co-creation initiatives, nimbling development and design thinking.
3) Open Data
The number and variety of public datasets and Web APIs published by all tiers of governments worldwide is increasing continuously. According to Gartner, government’s open data would be the future. However, it will not take less than over a decade before its optimum value and utility is recognized in terms of how its availability can gaugeably contribute to functional efficiency or effectiveness, let alone how it would play a pivotal role in economic development, national productivity or commercial ventures.
As Gartner forecasts, by 2018, more than 30 % of digital government projects will treat every data as open data.
4) Citizen e-ID
Providing citizens with integrated and seamless access to all government services has been a real challenge for Governments across the world. This issue can only be catered to, with the introduction of Citizen Electronic Identification (e-ID).
e-ID refers to an organized set of processes and technologies managed by governments to render a trusted domain for how public services will be accessed by citizens on any device or through any online channel.
As a mandatory requirement, citizen e-ID programs need a trusted relationship between the government and commercial vendors, with an emphasis on business value, interoperability and user experience. Regardless of whether a government agency serves as the primary citizen e-ID identity broker or contracts with a commercial identity and access management as a service (IDaaS) provider, CIOs must ensure that personal privacy and data confidentiality requirements are met.
5) Edge Analytics
Analytics is rapidly evolving from an individual and distinct business function into a fluid aspect of system operations and user experiences. The potential of edge analytics are particularly relevant as government CIOs and agency program leaders design new mobile services that are ameliorated by situational context and real-time interactions.
Edge analytics embodies three distinct attributes:
Edge analytics are advanced. They apply predictive and prescriptive algorithms and cognitive computing to make real-time assessments about what will happen or what should happen.
Edge analytics are pervasive. They are embedded into business processes and applications to deliver responsive and agile organizational performance.
Edge analytics are invisible. They function continuously in the background, tracking user activity, processing sensor and environmental data, dynamically adjusting workflows to enhance the user experience, or managing activities during events as they unfold.
6) Scalable Interoperability
To optimize their service delivery networks and business functions, such as cross-boundary collaboration and service coordination, monitoring and outcome reporting, government agencies are starting to fall back on data exchange with external partners.
According to Gartner’s report, “scalable interoperability offers government CIOs, enterprise architects and business process analysts an incremental, approach to architecture as well as standards to deliver value. By narrowing the scope of interoperability initiatives, a motivated community of interest — that is, stakeholders who receive tangible benefits from improved data exchange — can agree to use application-neutral and source-neutral extensible identifiers, formats and protocols to achieve mutual goals”
7) Digital Government Platforms
Owing to the digital advancements, citizens should no longer be made to navigate among various agencies and programs through vertical, first generation eGovernment Web portals so as to locate the services they want. To ease this process, digital government platforms must be introduced. These platforms should incorporate service-oriented architecture (SOA) design patterns for the provision and use of enterprise services across multiple domains, systems and processes.
Vendor offerings are still at an embryonic stage, and are centered primarily around supporting smart cities.Although, they focus on operational technologies and the Internet of Things (IoT), these platforms as well address many of the problems relating to the data exchange and event triggering that are quintessentially of digital government.
8) The Internet of Things
The IoT is the network of physical objects (fixed or mobile) containing embedded technology to communicate, monitor, sense or interact with multiple environments.
To government agencies, the IoT renders digital transformation of service strategies.
The areas which would plausibly be enhanced by IoT include- environmental or public infrastructure monitoring, emergency response, supply chain inspection, asset and fleet management, and traffic safety.
So, Government CIOs would be required to approach the IoT strategically to evaluate how a growing base of intelligent objects and equipment can be dovetailed with traditional Internet and IT systems to support disruptive innovations in operational performance or public service delivery.
9) Web-Scale IT
As Gartner explains, “Web-scale IT is a system-oriented architectural pattern of global-class computing that delivers the capabilities of large cloud service providers within an enterprise IT organization.” It enables the fast and measurable progress and delivery of Web-based IT services that promotes nimble, sleek and continuous delivery principles.
“For government, the shift to Web-scale IT is a long-term trend with significant IT process, cultural and technology implications,” maintains Gartner.
Organizations which adopt Web-scale IT philosophy would likely abstain from the acquisition of expensive, scalable computing, storage and networking resources in favor of lower-cost, open-source-derived hardware that bypasses the traditional infrastructure “middlemen.” As a result, traditional IT suppliers and delivery modes would lose their relevance to Government IT.
10) Hybrid Cloud (and IT)
With Hybrid IT, government CIOs would be provided with a novel functional model which would support their IT department’s’ potential to combine and manage on-premises infrastructure or internal private cloud with external cloud-based environments simultaneously.
In general, Hybrid IT refers to IT departments which are organized to secure, deliver, manage and govern these environments.
To view the original report, click here.