Gartner Research

Develop Impactful KPIs Leveraging Citizen Experience Metrics to Show the Business Value of Digital Government

Published: 23 June 2020

ID: G00728789

Analyst(s): Bill Finnerty

Summary

Many government CIOs struggle to demonstrate the business value of IT and digital initiatives, too often reporting IT performance rather than KPIs relative to the business. CIOs can rally the business and digital teams around common goals by ensuring the use of CX KPIs to create a shared direction.

Table Of Contents

Overview

Strategic Planning Assumption

Introduction

Analysis

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