Gartner Information Technology Research

Reinventing Government Shared/Centralized Services in a Digital World

Published: 21 February 2020

ID: G00465580

Analyst(s): Neville Cannon , John Kost


A continued focus on cost hinders government shared services from adequately tackling digital disruptions. Government CIOs are no longer able to sustainably offer traditional, commodity services, so they must reinvent themselves by investing in technology and talent.

Table Of Contents
  • Key Challenges



  • Engage Customers and Mission Directors in Conversations With Heads of Government and Finance to Highlight Created Value and Avoid Disproportionate Focus on Cost Savings
  • Engage Clients to Identify Strategically Important Technologies for Future Investment and Areas for Disinvestment Before Building COEs
  • Determine What the Future SSO Workforce Looks Like and Develop Competency-Based Profiles and Career Paths to Attract and Retain the Best Talent

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