Gartner Research

2020 Strategic Roadmap for Digital Government CX Programs

Published: 05 December 2019

Summary

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

Included in Full Research

  • Future State
    • Designate a Chief CX Officer to Lead the CX Program
    • Use a Co-creation Approach to Establish a Vision for Digital Services
    • Use Human-Centered Design Principles to Guide the Solution Design Process
    • Use Controlled Experimentation to Develop 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
    • Take a 360-Degree View of the Citizen, and Speak With a Single Voice for Service Delivery
  • Current State
  • Gap Analysis and Interdependencies
  • Migration Plan
    • Higher Priority
    • Medium Priority
    • Lower Priority

Analysts:

Bill Finnerty

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