This IDC Perspective describes key citizen services activities by European governments from October 2018 to December 2018. It provides insight into major announcements, ICT contracts signed, projects and pilots launched, and business developments. It also looks at main initiatives around three common strategic goals of governments: digital administration, digital public services, and digital economy. Under these strategic goals sit five areas of activity: leadership change, omni-experience, information, operating models, and work source.
"Governments are giving new impetus to putting citizens at the heart of public services. The aim of citizen-centric services is not simply to increase the use of online tools, but to also move away from the approach of creating one solution to one problem, and instead build a stack of solutions that interconnect and can be reused. In turn, this requires a different approach to IT, procurement, finance, service design, organizational resource management, etc.," said Chris Pennell, research director, IDC Government Insights.