target audience: TECH BUYER Publication date: Apr 2021 - Document type: IDC MarketScape - Doc Document number: # EUR146128420
IDC MarketScape: European Professional Services for Government Citizen Experience 2021 Vendor Assessment
This IDC MarketScape advises governments that want to deliver an immersive citizen experience to go beyond publishing a list of services online or developing a mobile app. They must integrate web portals with contact centers, mobile, and social media to offer an omni-channel experience; securely exchange and analyze data to personalize service plans; and redesign the citizen journey to align it with citizen preferences, behavior, and context of usage of services.
"European governments are embracing technology to accelerate on the path to new ETHIC — efficient, trusted, highly responsive, inclusive, convenient — public services. They must select suppliers of services that can help them to deliver immersive digital capabilities that make the bureaucracy invisible by shifting toward touchless experiences, leveraging data intelligence to personalize services, and protecting citizen privacy," said Massimiliano Claps, research director, IDC Government Insights.