Published: 17 November 2022
A broad set of hyperautomation technologies will be essential for providers of managed services and the platforms that enable managed services in public-sector organizations. Product leaders targeting the public sector should use this research to refine their automation capabilities strategies.
Readily available automation capabilities are increasing expectations of business process outsourcing (BPO) and managed service providers in the public sector. The focus is moving beyond low-level transactional cost efficiency to a place where their capabilities must support the automation of complex, dynamic processes, including those that require human judgment and intervention.
The value proposition of BPO and managed service providers in the public sector is being redefined as hyperautomation technology offerings are enhanced to support process orchestration and complex tasks requiring human judgment. Business case justifications are evolving from outsourcing traditionally labor-intensive processes to enabling higher-value-based processes.
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