As populations grow and age, the demand for services increases. As this demand increases, customer expectations rise. And when customer expectations rise, governments struggle to meet them.
Providing convenience, quality, transparency, promptness and personalization is no easy task. An IBV study recently discovered that 63 per cent of government organizations do not have an integrated digital strategy and, as a result, cannot face these challenges.
Amidst all these uncertainties, one thing is clear: governments must meet this change with change.
The demand is an urgent one: surges in terror attacks, migration and conflict are increasing the pressure on international governments. More than ever before, there is a pressing need for enhanced innovation capacity and operation.
Beyond physical threats, the explosion of data poses a new challenge for government organizations. As governments rely more heavily on IT and cyberspace operations, they become vulnerable to attacks, data breaches and more. In 2015, government entities fell victim to 20 per cent of all cyberattacks globally.
To rise above budget deficits, declining revenues and stagnating GDP, government organizations must hone their abilities to engage, discover and decide.
Engaging with citizens, allows organizations to communicate and collaborate more effectively with the people they serve, improving satisfaction and, ultimately, their economic vitality. Because citizens are demanding personalized service more than ever, government organizations must deliver more integrated, compelling and valuable citizen and business experiences.
By discovering new tools and capabilities, organizations will attract new talent and potential. Currently, government executives cite insufficient skills and a lack of analytical tools as the greatest challenge to innovation. Harnessing this creative surge will allow government to advance as it so desperately needs.
Finally, organizations must decide. Although it seems simple, government decision-making is notoriously difficult, requiring the ability to address ambiguity and potentially conflicting factors.
Engage, discover, decide: three words that are the only way forward.
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