Gartner Research

2018 Strategic Roadmap for Digital Government CX Programs

Published: 26 March 2018

ID: G00351410

Analyst(s): Bill Finnerty


Citizens' experience with government services is often "underwhelming," leaving them lacking confidence and trust. Government CIOs leading digital transformation need to establish a citizen experience program with an outside-in approach that meets citizen expectations of digital government services.

Table Of Contents


  • Future State
    • Have the Chief CX Officer Lead the CX Program
    • Use an Outside-in Approach to Establishing a Vision for Digital Services
    • Use CX-Focused Digital Government Metrics to Measure the Impact of Digital Services
    • Use Customer Journey Maps to Evaluate the Scope of Service Delivery
    • Use Human-Centered Design Principles to Guide the Solution Design Process
    • Take a 360-Degree View of the Citizen and Speak With a Single Voice for Service Delivery
    • Use Controlled Experimentation to Develop Digital Services
  • Current State
  • Gap Analysis and Interdependencies
  • Migration Plan
    • Higher Priority
    • Medium Priority
    • Lower Priority

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