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Gartner: At least 85% of governments without a total experience strategy by 2023, will fail to transform services

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By 2023, at least 85 per cent of governments without a total experience (TX) strategy will fail to successfully transform government services, according to Gartner, Inc. Governments that continue to focus on citizen and employee experience initiatives separately will miss out on essential synergies to effectively transform their services.

“Over the past two years, most governments increased their investments in digital initiatives to respond to pandemic-induced operations disruptions. However, many digital initiatives are still occurring in silos. Governments must move from a siloed approach to a cohesive strategy encompassing employee experience and citizen experiences across multiple platforms, channels, and technologies in the most intuitive user experience. This can drive digital adoption, improve outcomes and mitigate the effects of underwhelming service experience which can otherwise lead to a failure of government’s digital transformation initiatives,” said Apeksha Kaushik, Principal Research Analyst, Gartner.

A TX approach combines the disciplines of user experience (UX), citizen experience (CX), employee experience (EX) and multiexperience (MX) into one holistic approach toward service design and delivery. A TX strategy ensures that resources across CX, EX, UX and MX disciplines collaborate to uncover new opportunities for improved service delivery that increases both citizen and employee satisfaction and improves the government’s mission outcomes.

“Government CIOs need to prioritise investments in capabilities that can be leveraged by both employees and citizens. For example, using “voice of the citizen” and “voice of the employee” input to identify common pain points and, therefore, potential to refine the experiences for both through one initiative. CIOs need to focus on supporting effortless experience across multiple touchpoints by linking datasets as digital solutions can help employees be more citizen-centric and improve overall governance,” said Kaushik.

Investments in emerging technologies potentially offer a huge opportunity for the government’s operational transformation and widen the vast arena of opportunities to impact public services. Gartner predicts that 75 per cent of governments will have at least three enterprisewide hyperautomation initiatives launched or underway by 2024. In particular, benefits such as improved business agility and improved employee productivity gained over the last two years from remote access and automation of tasks will advance this strategy.

“Government CIOs can help sustain hyperautomation initiatives with a “whole of government” and composable business principles by engaging business and IT stakeholders,” said Irma Fabular, Research Vice President, Gartner.

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