TECH BUYER Sep 2020 - IDC Perspective - Doc # EUR145831320

European Government Citizen Services Quarterly Update, April–June 2020: The Next Normal for National Governments

By: Linda ChandlerResearch Director, IDC Government Insights, Europe, Massimiliano ClapsResearch Director

Abstract

This IDC Perspective analyzes how COVID-19 has accelerated the transition to the next normal of public services in across all key missions of government. COVID-19 is accelerating the next wave of innovations that will further disrupt the complex, often siloed processes of government departments and agencies.

"European public service leaders must extend the government capability to work with the private sector, not only as policymakers but also as enablers of business innovation. They must bring together high-touch digital experiences with digitally augmented in-person experiences for citizens. They must redesign organizations to optimize and automate back- and middle-office processes, leveraging the expertise of civil servants and augmenting it with data-driven insights," said Massimiliano Claps, IDC Government Insights research director.


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