As governments look ahead to 2021, they can use the pandemic as a long-term catalyst for technology advancements.
FREMONT, CA: For government agencies, the COVID-19 pandemic upended operations, transformed where and how employees work, and forced shifts in the delivery of services. Throughout this pandemic, the technology proved to be the fuel keeping the wheels running in the government’s response to the challenges. Technology investments have proven to be an operational vitality for government agencies to sustain important public services and remote work. As agencies start determining their 2021 technology priorities, here are some technology trends to watch in the public sector.
Government agencies have talked about digital transformation. Perhaps the visible example is the rapid transformation to remote work. Thanks to investments in advanced infrastructure and applications, and inter-agency collaboration, and private partnerships. This enables many agencies to send an estimated 80-95percent of their workforces to safer locations. The success of digital transformation initiatives in areas like teleworking, cybersecurity, and digital services has left many government technology professionals looking at what other areas of their operations could benefit from a technology change.
Digital Citizen Experience
The pandemic has increased the digitization of daily life. Research estimates that consumer and digital business adoption increased five years forward within just the first eight weeks of the COVID-19 pandemic. Given this transformation online, it is perhaps no surprise that research shows many citizens prefer digital experiences when communicating with the government. Moving even more digital services online can help boost productivity, mitigate government backlogs, and free up talent and resources for other priorities.
The pandemic has focused on the vulnerabilities of the legacy systems still in place throughout the government. For government agencies to better serve citizens, they must properly capture and analyze citizen data to find trends and focus and personalize service delivery. It has become evident that new IT infrastructure must ensure an improved digital experience for citizens and a more resilient government. IT modernization efforts will focus on allowing high availability, high quality, and accessible data. Bringing this data, computing capacity, and AI will expedite digital transformation across the government and let agencies move from reactive to proactive service delivery.
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