Digital Government, What it Means

and How to Succeed for Society

Neville Cannon
Stockholm April 2017

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© 2017 Gartner, Inc. and/or its affiliates. All rights reserved.
The Power of Me

Rise of individual driven by Internet, response to unequal income.

Taking charge of health, education and opportunity.
crowdfunding activity
$96B by 2025

people on Facebook
1.6B globally

of all college courses

50% will be offered online
by 2019

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Battle of the Business Models

Painful, but necessary disruption.

Rise of the micro-multinational?
impact on customer experience
No. 1 and engagement impact from
digital business

valuation of Airbnb, larger than

$30B Hilton Hotels & Resorts or
Marriott International

of businesses have implemented

73% some form of digital business
initiative

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The Human Enterprise

Demographic and economic imbalance forcing shift.

Man versus machine.
jobs lost to disruptive labor
5.1M market changes
(like automation) by 2020

of total workforce by 2025

75% will be millennials

people who trust businesses,

52% governments and NGOs — U.S.

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The Device Mesh: Dynamic and Pervasive

At Work

At Home In the Car

A Shifting Set
of Endpoints

On the Desk
With the
At the Game With the Person Customer
In the Environment

At the Bar/ Away From

Restaurant Home

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Consumer Retail
 Governments Must React – Quickly

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 The Digital Platform Is Here… and the Job of Government
IT Just Got Bigger
Algorithmic Government
Gateway to citizens and Connecting supply chain partners or
customers Smart Communities

Citizens Ecosystems

Intelligence

Things IT Systems

Connected devices, vehicles, ERP, CRM, Core Systems

6 sensors,
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Inc. and/or its affiliates. All rights reserved.
Key Issues

1. What are the top trends in government?

2. How will CIOs and IT executives lead digital transformation?

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Key Issues

1. What are the top trends in government?

2. How will CIOs and IT executives lead digital transformation?

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 More Than Aligned: Technology and Business are Fused
Public Sector Business Trends Public Sector Technology Trends
Digital Equity Cloud Open Data Marketplace
Community Resilience Analytics Everywhere
Citizen Experience Management Mobile Smart Machines

Evolving Civil Service Multichannel Citizen Engagement

Insight-Driven Workforce Social Digital Workplace
Partner Ecosystems Citizen e-ID
Institutional Agility Information Blockchain
Performance Management 3.0 API Management
Digital Leadership Internet of Things Mesh App and Service Architecture

Sustainable Cybersecurity Risk-Based Security

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 Open Data Marketplace:
Engines of Community Innovation
 A marketplace where open data is traded (or sold?) to
drive economic development
 Potentially any data (public or otherwise) can be made
available to all those who have the right to access it
 Public-private partnerships manage data collection,
data orchestration, data privacy and data representation

Action Item
Start with a sustainable internal
marketplace, then explore business
models for a true data marketplace
Supports Business Trends:
 Insight-Driven Workforce
 Performance Management 3.0
 Partner Ecosystems

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 Analytics Everywhere:
Embedded Algorithms at Each Decision Point
 Analytics at all stages of business activity and service
delivery
 Shift from lagging indicators to autonomous and
predictive business processes
 Humans and machines make context-based decisions
in real time

Action Item
Pursue analytics projects where high
return on investment can be achieved
in less than 12 months
Supports Business Trends:
 Citizen Experience Management
 Insight-Driven Workforce
 Performance Management 3.0

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 Smart Machines:
"Intelligence" Behind Next-Gen Services and Processes
 Applies the knowledge encapsulated in algorithms to
data stream at speed and scale
 Adds contextual, personalized and interactive
capabilities to earlier government services
 Provides guidance to citizens and workers with personal
assistants, smart advisors and chatbots

Action Item
Educate business leaders on
different types and value
propositions for smart machines
Supports Business Trends:
 Insight-Driven Workforce
 Institutional Agility
 Sustainable Cybersecurity

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 Multichannel Citizen Engagement:
One View of All Cross-Channel Activities
 All channels optimized and seamlessly integrated
 Leverages social media to engage citizens
 Recognizes a citizen's preferred engagement channels
 Predicts citizen’s needs and behaviors

Action Item
Use all data needed for a
comprehensive and integrated view
of citizen contacts and services
Supports Business Trends:
 Citizen Experience Management
 Partner Ecosystems
 Digital Equity

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 Digital Workplace:
Accommodates the Changing Nature of Work
 Boosts employee engagement and agility
 Promotes collaboration among diverse work styles
 Supports decentralized, mobile work environments
 Embraces employees' personal choice of technologies

Action Item
Assess how assumptions about risk
and reward must change in a fully
digital environment
Supports Business Trends:
 Evolving Civil Service
 Insight-Driven Workforce
 Institutional Agility

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 Citizen e-ID:
Integrate Services With the Consent of the Governed
 A set of processes and technologies to provide a secure
domain for citizens to access services
 Unique and persistent citizen identifier(s) to enable the
multichannel business model
 Approach is determined by what is culturally acceptable
and legally permissible

Action Item
Evaluate citizen e-ID feasibility
based on business value, system
interoperability and user experience
Supports Business Trends:
 Citizen Experience Management
 Partner Ecosystems
 Digital Equity

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 Blockchain:
Redefines the Recording of Business Transactions?
 Distributed ledger technology with broad applicability
 Fraught with challenges: technologies in flux; scalability,
interoperability, risks, regulations
 Government use cases — voting, citizen identity, land
title registry, notary services, payment transactions, etc.

Action Item
 Develop blockchain use cases
 Conduct proofs-of-concept to learn
about the major platforms
Supports Business Trends:
 Partner Ecosystems
 Performance Management 3.0
 Sustainable Cybersecurity

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 API Management:
An Integration Accelerant
 Supports mobile and web apps and enables third-party
developer ecosystems
 Implementing APIs requires the orchestration of multiple
back-end applications and data sources
 Employ API management if governance, promotion and
life cycle management of APIs are core objectives

Action Item
Evaluate API management solutions for
integration and interoperation with your
application and security infrastructure
Supports Business Trends:
 Citizen E-ID
 Citizen Experience Management
 Partner Ecosystems

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 Mesh App and Service Architecture (MASA):
The Preferred Application Architecture for the Digital Age
 The three-tier application architecture is obsolete
 Microservices architectures decompose monolithic
application logic into independently deployable services
 Increases operational complexity, but improves agility
and scalability

Action Item
Experiment with MASA to build
maturity into your continuous delivery
and DevOps practices
Supports Business Trends:
 Institutional Agility
 Partner Ecosystems
 Citizen Experience Management

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 Risk-Based Security:
Proactive Cybersecurity to Anticipate and Mitigate Threats
 Only one dimension of a complex, multifaceted set of
threats and risks
 A holistic approach to threat-awareness is needed to
make decisions about changing risks
 Organizational risk management is the responsibility of
all senior executives, not just the CIO

Action Item
Take a full-spectrum approach to risk
management and deploy adaptive,
predictive security solutions
Supports Business Trends:
 Sustainable Cybersecurity
 Digital Workplace
 Citizen Experience Management

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Key Issues

1. What are the top trends in government?

2. How will CIOs and IT executives lead digital transformation?

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 Fuse the Top Technology Trends With Your Digital
Government Strategy …
… to reach today's connected citizen and workforce
Multichannel Citizen Engagement
Citizen E-ID
Digital Workplace
Analytics Everywhere Smart Machines
Open Data Marketplace
Blockchain API Management
Mesh App and Service Architecture
Risk-Based Security

Use Mode 2 techniques to experiment and explore with CIO Sphere of Influence
frequent iteration, testing and learning from "fast failure" CIO Span of Control
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 Playing to the Strength of IT: Data Integration Achieves
Service Orchestration
Digital Government Platforms Are:
 Open
Citizens Ecosystems
 Inclusive
 Digital to the Core Intelligence

and the CIO is a CIIO*

Things IT Systems
*Chief Information Integration Officer

Model business capabilities to link platform

functionalities with improved business outcomes
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 Action Plan for Government CIOs and IT Directors

Monday Morning:
 Evaluate your organization's mission, vision and long-range objectives.
 Select and Rank the trends that are most critical to business priorities.
Next 90 Days:
 Develop a RACI1 matrix to identify key trend sponsors and stakeholders.
 Enlist support and commitment for digitally transformed service models.
 Integrate trends with "R" and/or "A" assigned to the CIO into your IT strategy.
Next 12 Months:
 Accelerate delivery of trend capabilities with a bimodal approach to IT
management and practices.

1. Responsible, Accountable, Consulted and Informed

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Recommended Gartner Research

 The Top 10 Strategic Technology Trends for Government

in 2016
Rick Howard, Cathleen E. Blanton and Others (G00308910)
 The Top 10 Business Trends for Government in 2016
Rick Howard, Neville Cannon and Others (G00311615)
 Introducing the Gartner Digital Government Maturity Model
Andrea Di Maio, Rick Howard and Glenn Archer (G00291003)
 Predicts 2017: Government CIOs Are Caught Between Adversity and
Opportunity
Rick Holgate, Rick Howard and Others (G00292394)
 Hype Cycle for Digital Government Technology, 2016
Neville Cannon (G00289887)
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