This IDC Perspective describes key citizen services activities by European governments for April to June 2019. 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.
"While government agencies continue to move forward with DX initiatives, we find that agencies still lack the capabilities to utilize these initiatives in a joined-up way to assess and address citizens' needs and improve interactions and outcomes. This will continue to present opportunities for vendors," said Chris Pennell, research director, IDC Government Insights.