#Gov24IDCFoundry
Making government services more people-centric is not a new aspiration; in fact, according to the IDC EMEA Cross-Industry Survey, 33% of public sector senior leaders consider “Digital frictionless citizen experience” a top strategic priority. But with fast advances in technology and rising societal expectations, public sector senior leaders in Europe and beyond are re-imagining how to deliver on that promise.
Powered by data sharing and increasing uptake of AI and GenAI – only 7% of governments in EMEA are using GenAI, but almost 40% are planning to start using it in the next two years - the next generation of government services will make the bureaucracy invisible.
Ambitious policies and strategies, like the European Digital Compass and the Espana Digital 2026, governments want to ensure that constituents (citizens, businesses, investors, tourists, etc.) are not asked to provide the same data multiple times to prove changes in their personal circumstances. By sharing data in a secure manner across the public sector and with private partners, through data spaces, governments will proactively register constituents for programs that they are entitled to and automatically deliver services. Becoming less visible should not mean the government becomes less accountable to its constituents. Government will have to invest in digital trust services – such as the "Carpeta Ciudadana" - and secure infrastructures and platforms to ensure data protection, digital sovereignty and ethical use of AI.
Public sector leaders aiming to deliver on the promise of the invisible bureaucracy, cannot rely only on technology. Organizational capacity and competencies, policies, procurement vehicles and processes must be re-imagined to realize the value of technology innovation.
