Aging infrastructure and demand for better citizen experience have put state and local governments under pressure to deliver. In addition, public safety and health support delivery issues are straining government resources along with the increased focus on sustainability. By expediting digital transformation initiatives, governments are focusing on modernizing existing infrastructure and automating core processes to enhance service delivery. They are also investing in solutions to promote citizen experience and improve outreach to them via multiple digital channels. To maintain the right balance between controlling costs, improving government operations, and enhancing citizen services, governments are partnering with service providers to accelerate digital adoption.
These emerging trends are covered in Avasant’s new State and Local Digital Services 2023-2024 RadarView™. The report is a comprehensive study of digital services in state and local governments, including top trends, analysis, and recommendations. It takes a close look at the leaders, innovators, disruptors, and challengers in this space.
Avasant evaluated 35 providers using three dimensions: practice maturity, investments and innovation, and partner ecosystem. Of the 35 providers, we recognized 14 as bringing the most value to the market during the past 12 months.
The report recognizes service providers in four categories:
- Leaders: Accenture, Capgemini, and IBM
- Innovators: CGI, Infosys, TCS, and Wipro
- Disruptors: Atos, NTT Data, and Unisys
- Challengers: Conduent, DXC, HCL, and Serco
Figure 1 from the full report illustrates these categories:
“The pandemic really changed citizen expectations,” said Henry Guapo, a partner with Avasant. “At the same time, the need to modernize citizen services is forcing governments to update their core platforms and internal operations.”
The full report provides a number of findings and recommendations, including the following priorities for governments:
- Modernize the existing infrastructure, migrating to the cloud for scalability, and automate core processes to expedite time-bound operations such as unemployment insurance claim payments.
- Increase citizen engagement by improving outreach through multiple digital channels and motivating them to share their views on ongoing challenges.
- Reassess existing policies to include better health-related measures by expediting health delivery support.
- Achieve environmental, social, and governance goals by promoting alternate modes of transportation and investing in energy-efficient resources to reduce carbon emissions from vehicles and infrastructure/utilities.
“Governments and service providers are partnering on digital initiatives to enhance public safety and improve healthcare,” said Praveen Kona, associate research director at Avasant. “They are collaborating to elevate citizen engagement by leveraging technology, implementing smart city solutions, and upskilling the workforce.”
The full report also features detailed RadarView profiles of 14 service providers, along with their solutions, offerings, and experience in assisting governments in digital transformation.
This Research Byte is a brief overview of the State and Local Government Digital Services 2023-2024 RadarView™ (click for pricing).