Digital Government, What it Means and How to …€¦ · CONFIDENTIAL AND PROPRIETARY This...

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Digital Government, What it Means and How to Succeed for Society

Neville Cannon

Stockholm April 2017

1 © 2017 Gartner, Inc. and/or its affiliates. All rights reserved.

The Power of Me

Rise of individual driven by Internet, response to unequal income.

Taking charge of health, education and opportunity.

people on Facebook globally 1.6B

crowdfunding activity by 2025$96B

of all college courseswill be offered onlineby 2019

50%


Battle of the Business Models

Painful, but necessary disruption.

Rise of the micro-multinational?

valuation of Airbnb, larger than Hilton Hotels & Resorts or Marriott International$30B

impact on customer experience and engagement impact from digital business No. 1

of businesses have implemented some form of digital business initiative 73%


The Human Enterprise

Demographic and economic imbalance forcing shift.

Man versus machine.

of total workforce by 2025will be millennials 75%

jobs lost to disruptive labor market changes(like automation) by 2020 5.1M

people who trust businesses, governments and NGOs — U.S. 52%


The Device Mesh: Dynamic and Pervasive

A Shifting Set

of Endpoints

On the Desk

With the Person

In the Environment

At Work

In the Car

With theCustomer

Away From Home

At the Game

At Home

Consumer Retail

At the Bar/Restaurant

5 © 2017 Gartner, Inc. and/or its affiliates. All rights reserved.5 © 2017 Gartner, Inc. and/or its affiliates. All rights reserved.

Governments Must React – Quickly


Citizens Ecosystems

Things IT Systems

Intelligence

The Digital Platform Is Here… and the Job of Government IT Just Got Bigger

Algorithmic Government

Connecting supply chain partners or Smart Communities

Gateway to citizens and customers

ERP, CRM, Core SystemsConnected devices, vehicles, sensors, infrastructure


Key Issues

1. What are the top trends in government?

2. How will CIOs and IT executives lead digital transformation?


Key Issues




Cloud

Mobile

Social

Information

Internet of Things

More Than Aligned: Technology and Business are Fused

Digital Equity

Community Resilience

Citizen Experience Management

Performance Management 3.0

Digital Leadership

Sustainable Cybersecurity

Insight-Driven Workforce

Partner Ecosystems

Institutional Agility

Evolving Civil Service

Public Sector Business Trends

Open Data Marketplace

Analytics Everywhere

Smart Machines

Risk-Based Security

API Management

Mesh App and Service Architecture

Citizen e-ID

Blockchain

Digital Workplace

Multichannel Citizen Engagement

Public Sector Technology Trends


Open Data Marketplace: Engines of Community Innovation

Supports Business Trends:



Partner Ecosystems

Start with a sustainable internal marketplace, then explore business models for a true data marketplace

Action Item

A marketplace where open data is traded (or sold?) to drive economic development

Potentially any data (public or otherwise) can be made available to all those who have the right to access it

Public-private partnerships manage data collection, data orchestration, data privacy and data representation


Analytics Everywhere: Embedded Algorithms at Each Decision Point





Pursue analytics projects where high return on investment can be achieved in less than 12 months

Action Item

Analytics at all stages of business activity and service delivery

Shift from lagging indicators to autonomous and predictive business processes

Humans and machines make context-based decisions in real time


Smart Machines: "Intelligence" Behind Next-Gen Services and Processes





Educate business leaders on different types and value propositions for smart machines

Action Item

Applies the knowledge encapsulated in algorithms to data stream at speed and scale

Adds contextual, personalized and interactive capabilities to earlier government services

Provides guidance to citizens and workers with personal assistants, smart advisors and chatbots


Multichannel Citizen Engagement: One View of All Cross-Channel Activities

All channels optimized and seamlessly integrated

Leverages social media to engage citizens

Recognizes a citizen's preferred engagement channels

Predicts citizen’s needs and behaviors



Partner Ecosystems

Digital Equity

Use all data needed for a comprehensive and integrated view of citizen contacts and services

Action Item


Digital Workplace: Accommodates the Changing Nature of Work


Evolving Civil Service



Assess how assumptions about risk and reward must change in a fully digital environment

Action Item

Boosts employee engagement and agility

Promotes collaboration among diverse work styles

Supports decentralized, mobile work environments

Embraces employees' personal choice of technologies


Citizen e-ID: Integrate Services With the Consent of the Governed



Partner Ecosystems

Digital Equity

Evaluate citizen e-ID feasibilitybased on business value, system interoperability and user experience

Action Item

A set of processes and technologies to provide a secure domain for citizens to access services

Unique and persistent citizen identifier(s) to enable the multichannel business model

Approach is determined by what is culturally acceptable and legally permissible


Blockchain: Redefines the Recording of Business Transactions?


Partner Ecosystems



Develop blockchain use cases

Conduct proofs-of-concept to learn about the major platforms

Action Item

Distributed ledger technology with broad applicability

Fraught with challenges: technologies in flux; scalability, interoperability, risks, regulations

Government use cases — voting, citizen identity, land title registry, notary services, payment transactions, etc.


API Management: An Integration Accelerant


Citizen E-ID


Partner Ecosystems

Evaluate API management solutions for integration and interoperation with your application and security infrastructure

Action Item

Supports mobile and web apps and enables third-party developer ecosystems

Implementing APIs requires the orchestration of multiple back-end applications and data sources

Employ API management if governance, promotion and life cycle management of APIs are core objectives


Mesh App and Service Architecture (MASA): The Preferred Application Architecture for the Digital Age



Partner Ecosystems


Experiment with MASA to build maturity into your continuous delivery and DevOps practices

Action Item

The three-tier application architecture is obsolete

Microservices architectures decompose monolithic application logic into independently deployable services

Increases operational complexity, but improves agility and scalability


Risk-Based Security: Proactive Cybersecurity to Anticipate and Mitigate Threats



Digital Workplace


Take a full-spectrum approach to risk management and deploy adaptive, predictive security solutions

Action Item

Only one dimension of a complex, multifaceted set of threats and risks

A holistic approach to threat-awareness is needed to make decisions about changing risks

Organizational risk management is the responsibility of all senior executives, not just the CIO


Key Issues




Fuse the Top Technology Trends With Your Digital Government Strategy …

… to reach today's connected citizen and workforce

Multichannel Citizen Engagement

Citizen E-ID

Digital Workplace

Analytics Everywhere Smart Machines

Open Data Marketplace

Blockchain API Management

Mesh App and Service Architecture

Risk-Based Security

Use Mode 2 techniques to experiment and explore with frequent iteration, testing and learning from "fast failure"

CIO Sphere of Influence

CIO Span of Control


Model business capabilities to link platform functionalities with improved business outcomes

Citizens Ecosystems

Things IT Systems

Intelligence

Playing to the Strength of IT: Data Integration Achieves Service Orchestration

and the CIO is a CIIO*

Digital Government Platforms Are:

Open

Inclusive

Digital to the Core

*Chief Information Integration Officer


Action Plan for Government CIOs and IT Directors

1. Responsible, Accountable, Consulted and Informed

Monday Morning:

Evaluate your organization's mission, vision and long-range objectives.

Select and Rank the trends that are most critical to business priorities.

Next 90 Days:

Develop a RACI1 matrix to identify key trend sponsors and stakeholders.

Enlist support and commitment for digitally transformed service models.

Integrate trends with "R" and/or "A" assigned to the CIO into your IT strategy.

Next 12 Months:

Accelerate delivery of trend capabilities with a bimodal approach to IT management and practices.


Recommended Gartner Research

The Top 10 Strategic Technology Trends for Government

in 2016

Rick Howard, Cathleen E. Blanton and Others (G00308910)

The Top 10 Business Trends for Government in 2016

Rick Howard, Neville Cannon and Others (G00311615)

Introducing the Gartner Digital Government Maturity Model

Andrea Di Maio, Rick Howard and Glenn Archer (G00291003)

Predicts 2017: Government CIOs Are Caught Between Adversity and

Opportunity

Rick Holgate, Rick Howard and Others (G00292394)

Hype Cycle for Digital Government Technology, 2016

Neville Cannon (G00289887)

http://www.gartner.com/document/3342817?ref=solrAll&refval=173208397&qid=2ae1c515051d936f008c51a3ca7de24e

http://www.gartner.com/document/3408118?ref=TypeAheadSearch&qid=6475e9656bada2f92d9b73d7f337b295

http://www.gartner.com/document/3135317

http://www.gartner.com/document/code/292394

http://www.gartner.com/document/3372417

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