In the coming decades, several factors will reshape the ways governments deliver services, including an aging population, complex mission requirements, high expectations of citizen service levels, rapid technology changes, increased budget pressures, the rise of millennials, budget shortfalls, and ballooning entitlement spending. No single factor will be more important than the pure power of digital technologies and we are likely to see an increase in the commercialization of public services.
For government agencies and service providers, digital transformation is vital for ongoing relevance and survival. Increasing efficiency and transparency, improving and aligning processes, smart government and smart cities, attracting new investors, bridging the digital divide, transforming government transaction services, data-driven government, better access to and management of information, enhancing citizen satisfaction and trust, meeting the needs of rapidly changing demographics and balancing costs while optimizing efficiency, all play a role in the ongoing digitization and digital transformation of government and the public sector. Governments need to drive digital to rebuild public accountability and boost their mission productivity. It is more crucial than ever for the public sector to be in tune with technological change and its implications on citizen expectations, security and public service delivery.
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