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Multi-Experience to Improve Government Services

Across the globe, government agency leaders continue to drive digital transformation initiatives. As a result, there is a growing demand for new digital experience development talent to help drive much-needed changes in online service delivery.

By 2023, 85 percent of governments without a Total Experience (TX) strategy will fail to successfully transform government services, according to the latest market study by Gartner. Governments that focus on citizen and employee experience initiatives separately will miss out on potential synergies to effectively transform their services.

"Over the past two years, most governments increased their investments in digital initiatives to respond to pandemic-induced operations disruptions. However, many digital initiatives are still occurring in silos," said Apeksha Kaushik, principal research analyst at Gartner.

Multi-Experience Market Development

Gartner believes that governments must move from a siloed approach to a cohesive strategy encompassing employee experience and citizen experiences across multiple platforms, channels, and technologies in the most intuitive user experience.

This can drive digital business adoption, improve outcomes and mitigate the effects of underwhelming service experience which can otherwise lead to a failure of the government’s digital transformation initiatives.

A TX approach combines the disciplines of user experience (UX), citizen experience (CX), employee experience (EX), and multi-experience (MX) into one holistic approach toward online service design and delivery.

A TX strategy ensures that resources across CX, EX, UX and MX disciplines collaborate to uncover new opportunities for improved service delivery that increases both citizen and employee satisfaction and improves the government’s mission outcomes.

Government CIOs must prioritize investments in capabilities that can be leveraged by both employees and citizens. For example, using "voice of the citizen" and "voice of the employee" input to identify common pain points and, therefore, potential to refine the experiences for both through one initiative.

"CIOs need to focus on supporting effortless experience across multiple touchpoints by linking datasets as digital solutions can help employees be more citizen-centric and improve overall governance," said Kaushik.

Investments in emerging technologies potentially offer a huge opportunity for the government’s operational transformation and widen the vast arena of opportunities to impact public services.

Gartner predicts that 75 percent of governments will have at least three enterprisewide hyper-automation initiatives launched or underway by 2024.

In particular, benefits such as improved business agility and improved employee productivity gained over the last two years from remote work access and automation of tasks will advance this strategy.

The continuing deployment of automation, pressure on remote decision making, dealing with backlogs of work, and the need for speed and accuracy all require decision support at the first point of interaction. 

Gartner predicts that by 2024, at least 60 percent of government artificial intelligence (AI) and data analytics investments will directly impact real-time operational decisions and outcomes.

Recovery of economies and services from the backlog of the past two years requires accelerating decisions and improving first-time accuracy: This requires the flexibility and speed of operational analytics.

Outlook for New Digital Applications Growth

Accurate and highly contextualized decisions are gaining more importance as global economies are challenged with unprecedented complexities and uncertainty. Gartner analysts believe that building data fabric within government organizations will gain vital importance.

As the need for "contactless governance" increases, governments will advance capabilities in natural language processing and machine learning to be embedded in mainstream products, making them available at scale across the organization.

The number of business scenarios available for better decision-making will grow because of the greater adoption of technologies such as augmented analytics, simulation and AI.

That said, the growing demand to support a government agency shift to a distributed workforce will also increase the adoption of Digital Workspace solutions that are tailored to the unique workflow requirements of their knowledge workers and front-line employees.

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