Gartner Research

Market Trends: Digital Government Offerings That Engage Citizens and Build Long-Term Sustainability Will Differentiate Providers

Published: 28 September 2015

ID: G00272247

Analyst(s): Anurag Gupta


Strategic planners for technology and service providers that are targeting digital government opportunities must focus on cloud-based CRM and partner with design/behavioral insight firms. Governments consider transparency and accountability as key traits of open-data initiatives.

Table Of Contents


Market Trend

  • Increasing Government Focus on Transparency and Accountability Is the Driving Force Behind Open-Data Initiatives
  • Optimizing Information and Communication Technology Spending and Providing "Catalog-Grade" Choice to Department Agencies Are Steering Government as a Platform and Other Online Government Marketplaces
  • Delivering "Consumer-Grade" Citizen Expectations Is Creating Opportunities to Engage Citizens as "Informed Customers" and to Increase the Service Utilization
  • Digital Government Is Being Facilitated by the Leveraging the Internet of Things as It Allows Real-Time Data Analysis to Deliver Value to Users and Optimize Costs for Departments
  • The Improvement of Service Design and the Incorporation of Behavioral Insights Are Becoming Part of Delivering Digital Government Services and Sustaining Their Usage Over the Long Term

Contrarian View

  • If Governments Just "Bolt On" a Thin Veneer of Digital Services on Top of Arcane Legacy Applications, Then Change Cannot Be Sustained

Vendors to Watch

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