- Rising expectations of hyper-connected citizens
- Growing security and privacy concerns
- Governments becoming solution enablers
- Balancing personalized and lean services
- Use of e-gov services expected to triple
- Digital by default could bring €10 billion annual savings
- 90% of jobs will require some level of digital skills
- 47% of EU population is not properly digitally skilled
- CUSTOMER EXPERIENCE
- Citizens and businesses are increasingly expecting their engagement with government to be on par with the consumer market. Governments need to ensure relevant services and information are not only readily available online, but easy to find and easy to use on any desktop or mobile device.
- BUSINESS REINVENTION
- As we move to a more digitized world, the role of governments is changing. They are not simply digital transformation facilitators and the governors that ensure legitimate use of data; they are also digital technology users, leveraging it for reinventing their services and enhancing their economies.
- OPERATIONAL EXCELLENCE
- Governments must rethink their operational and delivery models. Automating core processes will play a key part in ensuring services are well-organized and cost-effective. But to maximize its full potential, automation needs full end-to-end integration across the government ecosystem.
- TRUST AND COMPLIANCE
- The ways people need to be protected are changing. In an increasingly connected world, citizens expect governments to safeguard their data, their communications and their services. National security is also at stake if critical national infrastructure is not adequately protected.
Director Business Development Central Government
Niels de Schutter
Global Head of Public & Health Solutions
Government agencies must also explore how to make best use of the growing volumes of citizen data. Combing data held on diverse systems across agencies will allow them to create deeper insights that will enable them to both make more informed decisions and operate in new ways.
|Technology||x||y||x (phone)||y (phone)||Impact||Range||Section||Keys||Description|
|Augmented reality||91||37||85||70||Adolescent||2017||Low||experience||Government employees across numerous agencies can access vital information hands-free through modern wearable devices, improving productivity. Augmented reality provides detailed information on the individual they’re engaging with, either face-to-face or over the phone. Embedded cameras relay pictures back to base to record activities or tap into the insight of an expert or senior manager.|
|Distributed analytics||72||44||78||44||Adolescent||2018||Medium||experience,business||Analytics running across diverse systems in different departments provide a near 360° view of the citizen to individual government agencies. Distributed analytics helps ensure each engages with the citizen consistently, more personally and appropriately. This comprehensive view of the citizen allows departments to make informed decisions on the care they need to provide to vulnerable citizens, for example, or whether to take a tougher approach with individuals who have failed to comply with a number of other departments.|
|5G networks||37||40||50||40||Emerging||2019+||High||experience,excellence||New low power, extended range 5G networks rolled out across both rural and urban areas ensure all citizens are connected and can access government resources wherever and whenever they need to. The digitally literate government workforce, from frontline workers to the highest executives, also relies on 5G networks for the more mobile and accessible work environment, which has increased productivity significantly over recent years.|
|Autonomous vehicles||86||53||87||53||Adolescent||2018||Low||excellence,trust||Unmanned aerial vehicles (UAVs) are also helping to monitor critical infrastructure and government assets. Often referred to simply as ‘drones’, these UAVs have relieved engineers from hazardous inspection activities. Onboard cameras relay videos and photos to the operator, while sensors gather data on the environment – on temperature and air quality, for example.|
|Cloud Service Integration||74||13||85||13||Early Adoption||2017||High||excellence||Both citizens and government employees depend on electronic identification (e- ID) for ensuring their access to online government resources is secure no matter which device or channel they choose to interact on. These identities may also be used to protect access to government buildings and assets and also public services across borders. Cloud Service Integration with its federated identity services simplifies the extension of identity and access management beyond national public sector boundaries, into the workflows of private-sector businesses and overseas public sector organizations, improving the mobility of citizens.|
|Context-rich systems||66||20||48||40||Adolescent||2017||High||experience||The citizen and employee experience is integrated across every channel of interaction. It’s not only seamless and consistent across all services; it’s convenient and personalized. Online services are augmented by situational context and real-time interactions. Behind the scenes, context-rich systems combine intelligence from diverse systems to proactively anticipate citizens’ specific needs. They ensure the resources needed are highly visible when needed, adjusting content based on device-type, network and input capabilities.|
|Cyber-physical systems||81||29||78||50||Early Adoption||2017||Medium||business||Body cams worn by law enforcement agencies not only provide video images of any police interactions, they’re linked with wearables that monitor the well-being of the constable. These cyber-physical systems (CPS) both monitor and control the physical environment. Any signs of distress and these smart systems can automatically call for back-up, medical assistance or automatically divert traffic away from an area by interacting with smart traffic controls.|
|Edge computing||69||15||60||30||Early Adoption||2017||High||excellence||Some governments are also leveraging edge computing to process that data close to the point of capture to make real-time assessments about what actions they should take. Running constantly in the background and embedded into business processes, it processes sensor and environmental data. Edge computing proved particularly useful in emergency situations where it adjusts activities on the fly as events unfold, requesting the expert resources needed or reprioritizing activities.|
|Hybrid cloud||89||13||75||45||Mainstream||2016||Medium||experience,excellence||Already on the landscape, cloud computing has just touched the tip of the iceberg when it comes to the role it will play in public sector. Cloud enables organizations across public sector to share resources, reducing costs and providing access to additional resources as required. Hybrid cloud allows governments to combine internal private clouds with external cloud-based environments.|
|Intelligence amplification||63||38||75||33||Adolescent||2018||Medium||excellence||Decision-making has also been greatly enhanced through intelligence amplification, which requires public sector employees to interpret and react to the broader context of intelligence derived through advanced analytics and machine learning. Computer-generated analytics might, for example, highlight an increase in the number of people missing appointments. Only a human can correctly interpret the data; a machine is unlikely to understand the wider context and realize this is likely to be a temporary glitch connected to the current football championship.|
|63||6||50||15||Early Adoption||2017||Transformational||business,excellence||5G also enables more simultaneous connections, ensuring connectivity for the growing base of intelligent objects. These have been combined with traditional internet and IT systems and modern social media sources, amongst other things, to create a smart city based on the Internet of Things (IoT). Sensors placed in lantern poles or the ground monitor availability of on-street parking places throughout the city. Smartphone apps guide drivers to available parking places, minimizing the time spent looking for a suitable spot, reducing traffic and pollution. At the same time the use of available on-street parking capacity is maximized and thus income from parking fees.|
|Mobile and social media apps||94||19||85||65||Early Adoption||2016||Low||experience||Diverse governmental services will soon all be available online, through mobile and social media apps as well as web pages.|
|Open Data||91||9||80||30||Mainstream||2016||Medium||business||Governments are embracing the economic value of opening up data through Open Data initiatives. To make it accessible open data should be in a standardized format, easy to link to, with guaranteed availability and consistency over time. It should also be easily traceable so that it can be trusted.|
|Prescriptive analytics||59||44||65||50||Adolescent||2018||Medium||excellence||Combined with prescriptive analytics, UAVs also play a role in maintaining and extending the life of the country’s assets. In the Netherlands, for example, UAVs transmit diagnostics data from dykes back to a central control center. Advanced analytics determine maintenance requirements and prescribe a course of action that will ensure the dykes are repaired before they fail while, at the same time, avoiding unnecessary maintenance.|
|Privacy-enhancing technologies||46||25||50||33||Adolescent||2018||High||trust||With a more rounded view of the citizen now available, privacy-enhancing technologies are helping to ensure governance around citizen privacy.|
|Sentiment analytics||86||17||63||63||Early Adoption||2016||Medium||experience||Governments began leveraging social media some years ago to help them engage more deeply with their citizens. Social media not only provides citizens with a platform where they can express their needs, desires and concerns, it also allows governments to present information from different departments as a single communication and provides a platform for politicians to canvas opinions on proposals or policy initiatives. Furthermore, advanced social media analytics with its sentiment analytics provides governments with deeper insight into the needs and desires of different segments of the population. Forward thinking departments and politicians listen and actively innovate based on what they learn.|
|Wearable computing||79||21||77||30||Early Adoption||2017||Medium||experience,excellence||Citizens can interact with government departments at any time, from anywhere, on any channel, using any device – from tablets and laptops to smartphones and wearables – without having to visit government offices in person.|
|Web-scale computing||52||27||55||36||Adolescent||2018||High||excellence||Governments are progressing toward web-scale computing with its highly scalable, inexpensive open source-based hardware, integrated computer resources and self-healing capabilities. Its operational simplicity allows departments to be more agile while optimizing investments. Cloud adoption was their first step in this direction.|