Top trends and priorities focus on modernisation, workforce upskilling and service delivery

We met with 158 state, provincial and local government executives to understand their top priorities and how they are adapting to the changing needs of citizens and communities. This year, executives are prioritising:

  • Modernising legacy systems with cloud and digital platforms
  • Addressing workforce shortages with upskilling and hybrid models
  • Improving digital service delivery with mobile-first and self-service tools
  • Strengthening cross-agency collaboration and governance
  • Using AI and data to improve outcomes and community resilience
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Public service models evolve to improve access, efficiency and trust

#1 IT priority
modernising legacy systems and infrastructure for digital service delivery
70%
say digital acceleration significantly impacts their organisation
52%
cite legacy systems as a key barrier to transformation

 

  • 78%
    view technology and digital acceleration as a key macro trend driving improvements in the citizen experience
  • 74%
    report difficulty recruiting talent 
  • 69%
    cite changing political, fiscal and regulatory environments as the main reason for finding smarter ways of working
  • 49%
    say they are applying AI to reshape citizen services

 

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32% of public sector organisations generating expected results from their digitisation strategies—the digital leaders*—share common traits that help them deliver superior performance. Digital leaders in government:

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Are producing results from their data privacy and protection strategy extending to the ecosystem

+41pp

vs. others*

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Have highly agile business models to adapt to digitisation

+12pp

vs. others*

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Have a highly agile operating model to adapt to digitisation

+20pp

vs. others*

*"Digital leaders” are those producing expected results, and “others” are those building or launching their digital strategies.
pp = percentage points

 

At CGI, we help state, provincial and local governments improve transparency and productivity, and realise secure, citizen centric digital transformation. Learn more about our offerings:

 

Business & strategic IT consulting Business Process Services Cyber security Cloud & Hybrid IT Artificial intelligence