target audience: TECH BUYER Publication date: Jul 2023 - Document type: IDC PeerScape - Doc Document number: # EUR150941423
IDC PeerScape: Next-Generation Digital Citizen Services — Making the Bureaucracy Invisible
This IDC PeerScape analyzes how governments are aspiring to improve citizen experience and trust need to understand individual citizen needs, ensure accessible and inclusive digital services, and offer convenient, secure, interoperable services across programs and layers of government.
"Siloed investments in citizen relationship management (CRM) applications, electronic signature, and omni-channel self-service portals are no longer enough. Forward-looking governments are delivering on the promise of making the bureaucracy invisible for citizens and businesses by investing in data integration that can yield intelligent understanding of individuals' and businesses' needs, simplifying and joining up services across programs, partnering with the private sector, and ensuring inclusive digital services," said Massimiliano Claps, research director, IDC Government Insights.