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 trends are covered in Avasant’s new State and Local Government Digital Services 2023-2024 RadarView™ .

The help desk plays an important role in the delivery of IT services to the business. However, in 2023, help desk staffing declined to a level not seen since prior to the pandemic. Businesses are adapting to new working models, which may be one factor impacting this staffing ratio. This Research Byte summarizes our full report on help desk staffing ratios.

After a slowdown during the pandemic, the adoption of blockchain services picked up the pace again in 2022. Use cases such as tokenization, central bank digital currencies (CBDCs), non-fungible tokens (NFTs), and the metaverse saw an increase in blockchain adoption, and new use cases emerged, such as blockchain for ESG. More enterprises are moving from proof of concepts (POCs) and pilots to full-scale production and building integrated digital solutions for blockchain with a focus on enabling trust and transparency and addressing data privacy issues. The share of enterprise production-grade projects increased from 18% in 2021 to 29% in 2022. These emerging trends, and others, are covered in Avasant’s Blockchain Services 2022 –2023 RadarView™.