Journey to digital government: Three areas for change 

Our extensive experience with government clients reveals three key areas where government organizations can make substantive progress on their digital transformation journey:

  1. Modern workplace: communication and collaboration

Government employees, like citizens, have come to expect a highly personalized, self-directed experience from their employer. In response, government organizations are rapidly adopting cloud-native software-as-a-service offerings such as Microsoft Office 365, Skype, Teams, Slack and even Facebook, to name just a few. These offerings provide dramatic new options for communication and collaboration, not only within government organizations, but also across government silos and out to partners and citizens.

Government’s success is dependent on collaboration across the mission value chain. Modern government is adapting commercial sector initiatives such as open source communities and collaboration platforms to enable the ecosystem to exist and work. It is also embedding social networking in core applications and processes where possible. Using cloud-based collaboration applications makes it possible to achieve continual innovation, and to more easily extend collaboration beyond enterprise boundaries.

  1. Modern computing platforms: hybrid cloud 

After several years of steady work, the easy cloud migrations are complete. The next phase of cloud migration will be far more challenging. Government organizations own thousands of legacy mission and back-office applications that still need to be operated and maintained because of organizational hierarchies and complexities often stipulated in regulation and legislation. And with most obligated funds tied to legacy programs, budgets are another complication. But things are changing.

As government organizations create a new “right mix” of applications and data, they look for a right mix of infrastructure to support it, some of which originates outside the boundaries of the government itself. This leads them to transform to hybrid infrastructure — migrating and managing workloads across on-premises and off-premises data centers as well as private and public clouds — permitting the consumption of evergreen software-as-a-service offerings.

  1. Modern service management: integrated 

Today, the typical government IT group works with a mix of partners, suppliers, contractors and others. This empowers the organization with knowledge, products and services of experts outside the organization. At the same time, the new workforce also creates management challenges and requires new tools, approaches and techniques.

The vast majority of government services comprise case management, event management or a combination of the two. To develop a true digital government experience for citizens, customers and partners, government organizations are acknowledging what has been understood in the commercial sector for some time: Mission services and IT services are inseparable and must be managed jointly.

Integrated digital service management (IDSM) makes this possible. IDSM takes a holistic view of service integration and management (SIAM), while also focusing through the lenses of DevOps and continuous delivery. It focuses on the processes and responsibilities of parties to respond with shared accountability for requests and remediation. IDSM is the ultimate enabler for both personalized workplaces and hybrid IT.

Read more in our position paper, Journey to Digital Government.


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  1. […] at the three areas of change outlined in my previous post — modern collaborative workplaces, hybrid cloud infrastructure and integrated service management […]

  2. […] analysant les trois champs d’étude de mon précédent billet, à savoir les plateformes de travail collaboratif, l’infrastructure de cloud hybride et la […]

  3. […] Journey to digital government: Three areas for change  […]

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