How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment - January 2021
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How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
AN IDC INFOBRIEF SPONSORED BY DELL TECHNOLOGIES
How Digital Transformation of
the Public Sector Can Succeed
in the Post-Crisis Environment
January 2021
An IDC InfoBrief, sponsored by
1 An IDC InfoBrief, sponsored by
How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Impact of the Crisis on German Public
Sector Digital Transformation
Almost 8 months from the start of the crisis
European economies and public sectors are facing unprecedented pressures, and the German public sector is no
exception. IDC data suggests that most of the German public sector (national, state, and local government, healthcare
and education) are still in the early phases of the crisis, focusing on business continuity and management of economic
slowdown. The public sector is in a unique position in terms of the immediate impact of the crisis. While some of the
20% of public sector organizations in Europe
still report organizational challenges
stemming from compliance with health and safety
challenges facing the public sector are the same as for other sectors of the economy (how to retain quality of services in regulations.
a lockdown, how to manage business continuity), some differ. Most of the public sector is not experiencing immediate
budget slashes, as governments across Europe step up and provide the necessary liquidity, but organizations across the
public sector are facing increased demand for services (especially those tied to healthcare, employment, and taxes). In
the medium term most organizations will also face increased pressure for more efficiency, as the long-term deterioration
of fiscal positions forces governments into a new round of fiscal consolidation. 15% of public sector organizations in Europe
report challenges with developing metrics
to measure productivity in hybrid working environments.
Where Are German Public Sector However, 2020 was also a year of many Almost the same percentage struggle with developing
Organizations on the Recovery Curve? firsts in the public sector in Germany and adequate management skills for the next normal.
Europe as a whole. Many organizations tried
BUSINESS FOCUS
for the first time to deliver their services
Business ROI Focus Operational Acceleration Innovation predominantly in remote mode, many tried
Continuity Resilience Only
9%
to let the majority of employees work from
31% of public sector organizations have reported
home, and many discovered that significant
27% having no organizational challenges as a result
23% process, cultural, and technological changes
were needed to successfully face the new of COVID-19 and the emergence of new working models.
10% normal. This paper will outline how to utilize
9%
these newly found experiences to the
benefit of public sector organizations, their
COVID Crisis Economic Recession Return to Growth Next Normal employees, and citizens. Source: IDC EMEA, COVID-19 Impact Survey, Wave 14, November 10–20, 2020
Slowdown
ECONOMIC SITUATION
Source: IDC EMEA, COVID-19 Impact Survey, Waves 12–15, German Public sector sample 2 An IDC InfoBrief, sponsored by
How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Opportunities to Reignite the Public Sector Post-Pandemic
While the current crisis has brought additional challenges to public sector organizations striving to retain quality of services, there are Public Sector Definition
also significant opportunities on the horizon. Both the German government and the European Union are stepping in with planned fiscal
stimulus reaching €130 billion in Germany and €750 billion on a European level. IDC expects that for Germany alone, 10%–15%
In this paper, public sector organizations are defined as organizations
of that amount will be allocated to digital transformation investments, mostly (although not exclusively) in the public sector. Substantial owned and operated by public authorities in the following areas:
investment is expected especially in the area of governmental transformation. central government, state/local government, education, public utility
operators, and healthcare.
Germany’s ICT Market — 2021 Expected Growth The paper covers all these subindustries, with case studies, use
Taking previously announced investments in education and cases, and recommendations selected for relevance irrespective of
Distribution and services
healthcare (see below) into account, this stimulus package will subindustry.
Manufacturing and resources
present one of the largest opportunities for public sector
Public sector
transformation since German reunification. However, as
Financial
the stimulus window is limited and the post-stimulus world will
Infrastructure
likely tilt toward fiscal retrenchment, this window of opportunity
Consumer
is limited. In the coming years, public sector
-3.0% -2.0% -1.0% +0.0% +1.0% +2.0% +3.0% +4.0% organizations in Germany will have
Source: IDC Worldwide ICT Spending Guide Industry and Company Size - Forecast 2020 | Oct (V3 2020)
a once in a lifetime opportunity for
transformation, as the political will for
Investments in Healthcare Investments in Education
change, experiences from the crisis,
German healthcare will also profit from the recently unveiled €3 billion fund The potential transformation of education can now be supported by DigitalPakt
and the necessary financial investments
to support hospitals in the modernization of emergency facilities, digitization, Schule, a potentially massive program approved before the current crisis which will all be aligned, supporting change.
and IT security. A further €1.3 billion boost is expected from federal states could allocate €5 billion to German schools. Uptake has been limited so far,
and hospital operators. These funds will help healthcare improve patient but it is to be expected that experiences with remote learning will change that.
How well they will be able to utilize this
portals, electronic documentation of care and treatment services, digital DigitalPakt Schule is inter alia focusing on blended learning, IT infrastructure in opportunity will decide their trajectories
medication management, IT security solutions, and cross-sector telemedical schools, and digital curricula.
network infrastructure. The funds will also be used to support the adoption of
for at least a decade.
Additional investments are planned to mitigate the effects of the pandemic,
telemedicine, robotics, and high-tech medicine. An additional €4 billion will be
with €500 million allocated for device loans for students in need, €500 million
allocated as a part of “Pact for the Public Health Service.” These funds will be
for teachers’ devices, and the same amount for the training and financing of
used for staffing as well as technical modernization.
primary and secondary education IT administrators.
3 An IDC InfoBrief, sponsored by
How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Long-Term Vision in the Public Sector
To fully utilize this opportunity, public sector organizations will need to look at their long-term priorities and select those that are most likely to help them thrive in the next normal. While the
current crisis may have altered short-term priorities, the long-term objectives of public sector stakeholders across Europe remain the same. The basic set of long-term priorities can be neatly
described as adopting a new ETHIC for public services.
Good stewardship
of taxpayer money
Transparent non-
intrusive engagement
Invisible
bureaucracy
Equitable Seamless
access
The new ETHIC of the European public sector calls out five key objectives that
The outside-in
citizen view public sector organizations, no matter their purview, are focusing on:
Efficient public services. The public sector is increasingly asked to provide more with fewer
resources. As budgetary pressures are certain to grow in the medium term across Europe, the
push toward ever more efficiency will remain a priority.
Trusted operations models. Trust, both in relation to technology and interpersonal trust,
emerged as a pivotal issue in remote working environments, and in times of social media altered
Efficient Trusted Highly responsive Inclusive Convenient perceptions.
The inside-out
government Highly responsive processes. According to IDC data, improving customer experience is a priority
Productivity Security and Cross-silo Personalization Omni-
view compliance integration experience
for 61.5% of European government officials. To do so, public sector organizations are retooling
their processes to enable a higher degree of personalization and shorter response times.
Key conceptual frameworks for education and health reflect the overall public sector ETHIC framework, but
add additional angles based on current developments in these two sectors — both focused on enlarging the Inclusive delivery and workplace. As face-to-face interactions become rarer, government
ecosystem, modes of service provision, and holistic view of the customer (student/patient). organizations are focusing on maintaining the inclusiveness of their processes, both for citizens
and for their staff.
Omni-learning. The prefix omni means “in all ways or places,” “Patient of One” is a comprehensive patient-
and perfectly fits the new educational paradigm. In the next normal centric approach that focuses on personalization and
Convenient delivery frameworks. The convenience of delivery frameworks features high on the
the education ecosystem grows to fully encompass non-traditional integration of healthcare services through an intelligent agenda of public sector stakeholders. According to IDC data, channel innovation is a priority for
providers such as MOOCs, non-traditional places of provision such and actionable use of patient data. It is about building 60% of European public sector organizations.
as homes (via remote learning), and non-traditional students, such a comprehensive patient management system that
These five priorities need to be met by the public sector across all processes and use cases that are being adopted during
as life-long learners. Education must also reflect feedback from integrates information across a wider ecosystem
transformation. Public sector organizations also need to be mindful of differing complexity that the implementation of various
multiple sources — not just students and parents, but also industry involved in the patient journey, delivering a 360-degree
use cases might bring.
associations, government stakeholders, and labor market trends to view that focuses on enabling superior outcomes and
The emphasis of differing parts of ETHIC as well as institutional capacity to deal with complexity should inform the decisions
ensure the continuous relevance of curricula. experiences.
around which use cases are better to adopt early and which may be a better fit in later stages of the transformation.
4 An IDC InfoBrief, sponsored by
How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
What Public Sector Organizations Need to do to Make ETHIC a Reality
Societal and technology evolution creates ever increasing pressure to bring together citizen-centricity and operational effectiveness, and the pandemic has accelerated the transformation. Social
distancing measures made digital interactions between government and citizens, government and businesses, and among government agencies the rule rather than a complement to face-to-
face interactions. It catapulted civil servants into the future of remote, flexible working arrangements, and it prompted the government to roll out urgent public health and economic recovery
measures that must be quickly translated into new business workflows and digital services. The six keys to unlocking this next normal of public services will be:
Omni-channel citizen experience. This goes beyond Leveraging data as a strategic asset. To realize
the digitalization of front-end services. It will require the value of data, government leaders will invest in
the reimagining of the citizen and business experience. innovative solutions, such as Big Data, analytics, and
Governments will use APIs, machine learning, and Omni-channel machine learning, and related skills. Such capabilities
intelligent process automation to reduce the time citizen experience will enable the delivery of intelligent insights for
between the events that trigger the eligibility for a policy decision making, service automation, and
government payment, such as a pension or unemployment benefit, or the Data-driven collaboration across the key government missions, such as economic
obligation to pay a debt, such as a tax or license fee, or the entitlement policymaking and development, international relations, civic engagement, public security
to a permit, and the ability of a case worker to verify those changes service delivery and justice, social services and benefits, tax and revenue collection,
in specific circumstances. This makes processing more efficient and sustainable energy and resources, and intelligent transportation.
potentially reduces the collection/payment debts and credit positions of
governments, as well as providing a more responsive service to citizens.
Investing in open platforms and hybrid
Future of work. Governments are embracing a hybrid Future infrastructure that enable them to scale
working model, in which secure remote access to of Work Digital innovative technologies, such as AI, and IoT,
data and applications and collaborative tools inclusion through reusable microservices. For example,
enable staff to work across departmental silos. the Estonian government, when developing and
Change management services will be a critical success implementing SUVE, a chatbot that provided
factor of this transition. services to citizens during the pandemic, made sure the algorithm
Trust and could be deployed across more than 10 government websites.
Guaranteeing the security of digital services, so that both citizens and civil
security Agile, intelligent
servants can trust their reliability and the stewardship of sensitive data. IDC’s platforms and
COVID-19 Impact Survey (Wave 11) showed that 47% of government agencies infrastructure Closing the digital divide by partnering with IT
interviewed identified digital trust programs as a top business priority into 2021. and telecom companies to extend access to
Research and innovation projects funded by the European Commission, such broadband and grow digital literacy, including
as SUNFISH (SecUre iNFormatIon SHaring in federated heterogeneous private making citizens aware of the security and ethical
clouds) and HEAT (Homomorphic Encryption Applications and Technology), are developing and risks of technology innovation.
piloting leading-edge solutions in this area.
5 An IDC InfoBrief, sponsored by
How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Future of Work
The world of work changed significantly in 2020, and public sector organizations were
the most likely to experience dramatic shifts. Before COVID-19, public sector white-
Lindau District Office
collar employees were much less likely than their private sector counterparts to work
from home and deliver their services remotely. This has changed.
(Landratsamt) have
In the next normal, German public sector organizations will need to analyze sucessfuly switched
to almost fully remote
which of the changes enforced by the crisis worked well, and which of them are
not sustainable in the long term. Blended workspaces will require organizations
to not only maintain in some cases newly instituted homeworking policies, but
also a cultural shift. German public organizations should ask themselves the working.
following:
To set an example for businesses and public
sector alike, Lindau Landratsamt has moved
• Was our organization efficient while the majority of
almost all workers which can work from
employees worked in remote settings?
to Homeoffice. To be able to do that, the
• Do we need to change regulations, internal practices, Landratsamt not only had to adjust processes to
and organizational culture to enable blended learning make sure that the level of service for citizens is
in the next normal? not impacted, but also purchase enough devices
to make sure that every civil servant can work
• Is our current workplace collaboration suite supported from home. As a result, approximately 95%
by adequate infrastructure? administrative employees are now equipped
with necessary devices and moving to home
office when appropriate. This shows that even
public administration organizations can execute
the move to remote working on a massive scale,
given the resources to do so.
6 An IDC InfoBrief, sponsored by
How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Future of Work
Key Use Cases to Consider
Connected Back Office Smart Campus and Public Building Infrastructure
The connected back office replaces today’s systems of record with new Operating public buildings is a significant expense that public sector
intelligent systems that retain core capabilities while layering in new organizations want to control better. Smart buildings ensure occupant
automated and predictive intelligence. The goals are to transform the safety while helping save energy and costs. Governments are deploying
platform tier for core ERP applications to drive cost reduction and process IoT technology that utilizes advanced automation and building systems
efficiency across the organization (e.g., by cutting cost per transaction) integration to measure, monitor, control, and optimize operations. The
and enable organizational agility (e.g., by allowing the organization to scale up or end goal is optimization, but also improvement of working conditions for public
down its business units more easily and to acquire or divest units faster and cheaper). employees. These systems manage how building equipment operates to use energy
These systems will become more intelligent by leveraging machine learning and in the most efficient and cost-effective way and optimize the environment. Analytics
predictive analytics on massive data sets capable of learning from exceptions and and data management tools accommodate the increasing volume of data associated
adapting business rules, allowing users to discover insights, better predict and plan for with the instrumented and connected equipment in the facility and make this data
outcomes, recommend next best steps, and automate processes. understandable and actionable.
Impact of use case adoption on ETHIC and its complexity Impact of use case adoption on ETHIC and its complexity
Efficient Trusted Highly responsive Inclusive Convenient Complexity Efficient Trusted Highly responsive Inclusive Convenient Complexity
5/5 1/5 2/5 1/5 4/5 1 2 3 4 5 4/5 1/5 1/5 2/5 2/5 1 2 3 4 5
While changing workplace processes, start with cultural change. It is likely that without employee and middle
Recommendation
management buy-in, any changes will fail to deliver tangible benefits.
Note:
Complexity denotes the overall time and resources likely needed to execute the transformative project in a given use case. The complexity rating takes into consideration both the
7 An IDC InfoBrief, sponsored by
technological complexity and the required changes in processes,, culture, or regulatory framework. For all other ratings related to ETHIC, 1 means that the use case does not have
significant influence and 5 means the use case has very significant influence.
How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Trust and Security
The number and seriousness of attacks on the European public sector and on
European societies as a whole has grown in recent years. Investment in cybersecurity
and other security related measures have reflected that.
Trust is a key ingredient of success for every organization and society, not only
in the public sector. According to Eurostat, Germany’s citizens display above
average trust in their government and its key services. The focus in most Hospital Cyberattacks
organizations is thus more on retaining already high levels of trust, rather than
on further improvement. This implies the focus on defensive measures, with Prove Importance of
cybersecurity (and its impact on trust in communications) as one of the key
aspects of trust to consider. German public sector organizations should ask Security
themselves:
A spate of recent cyberattacks has been keeping
public sector CISOs busy. Among the most
• Is our security architecture limiting risks, but also simultaneously serious was a ransomware attack at Düsseldorf
not presenting users with an overly limiting environment that University Hospital, which disabled servers with
stifles productivity? data needed to treat critically ill patients. While
• Are our contingency measures in case of a breach aligned ultimately a police investigation has not proved
with dynamic changes undertaken in recent years across our the direct link between the death of a patient
enterprise architecture? which occurred after the incident and the attack,
the serious disruption has nevertheless impacted
• Have we done enough to inform and educate the usual weak the ability of the hospital to operate as normal.
links in all security architectures — the employees?
8 An IDC InfoBrief, sponsored byHow Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Trust and Security
Key Use Cases to Consider
Critical Infrastructure Management Social Engineering (Defense)
Critical infrastructure is increasingly the target of cybersecurity breaches A number of hostile actors have recently used social media as a key tool to
— targeted because of the disruption and chaos violations bring to society. disrupt the foundations of the democratic process, such as public opinion,
Legacy technologies are ill-equipped to manage or even detect these the electoral process, and social activism. Preexisting tools and vetting
breaches. Public sector organizations are investing in next-gen security processes were patently incapable of detecting these breaches. Public
solutions that help to minimize risks stemming from breaches. sector organizations, and national governments in particular, are adopting
technologies to detect, reveal, and neutralize potential influences from foreign hostile
actors.
Impact of use case adoption on ETHIC and its complexity Impact of use case adoption on ETHIC and its complexity
Efficient Trusted Highly responsive Inclusive Convenient Complexity Efficient Trusted Highly responsive Inclusive Convenient Complexity
3/5 5/5 2/5 1/5 3/5 1 2 3 4 5 2/5 5/5 1/5 4/5 2/5 1 2 3 4 5
Cybersecurity’s weakest links are often associated with human error. Ensure a balance between the freedom of users
Recommendation and appropriate and enforced security policies. Monitor and measure compliance, but also the hidden costs of security
policies, especially those tied to the loss of time for users.
Note:
Complexity denotes the overall time and resources likely needed to execute the transformative project in a given use case. The complexity rating takes into consideration both the
9 An IDC InfoBrief, sponsored by
technological complexity and the required changes in processes,, culture, or regulatory framework. For all other ratings related to ETHIC, 1 means that the use case does not have
significant influence and 5 means the use case has very significant influence.How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Data-Driven Policymaking and
Service Delivery
The demand for the usage of data in decision-making processes is increasing.
Recent IDC research conducted in Central Europe indicates that more than 9 in 10
government stakeholders consider making decisions based on data as a crucial mark
of quality of the decision-making process.
However, the actual practice across the public sector often does not meet
the perceived importance of data. Organizational obstacles, legal boundaries,
German Coronavirus
political process, as well as insufficient internal know-how for turning data into
actionable insights are among the most frequently cited reasons why data does
Data Management
not play its role as it should. In this context, German public sector organizations
should ask themselves the following questions: The importance of data-driven policymaking
has become fully apparent during the
coronavirus crisis. Although operating in highly
decentralized settings with regional and state-
• Do we have the necessary in-house skills for the transformation level public authorities playing an important
of data into insights? role, the German public sector has managed
to present comprehensive, timely data and act
• Are decision makers incentivized to utilize available data in their
on it, setting up a tracing system that reacts to
management decision-making process?
changing situations with agility. More importantly,
• Do we have data architecture in place that enables the usage surveillance systems developed by the Robert
of data across the organization and also utilizes other available Koch Institute serve as a basis for decision
public sector data? making in the highest levels of government as a
basis for fact-based public discussion and helps
to retain the trust of the public in the measures.
10 An IDC InfoBrief, sponsored byHow Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Data-Driven Policymaking and Service Delivery
Key Use Cases to Consider
Data-Driven Social Services Digital Twin
Social services organizations are frequently reactive, coping with large In the public sector, a digital twin refers to a digital model, or version,
caseloads per worker and dealing with crises well after a number of of the physical assets and resources tied to a particular public sector
triggers and warning signs have arisen. Analytics enable social services organization; and in the case of municipalities more broadly to the
organizations to better manage their caseload by proactively tracking at- area under their purview. Digital twins are a 3D model of systems from
risk individuals and connecting them with the right services before crisis infrastructure such as buildings and transportation to the movement of
point. The objectives are to proactively collect and analyze data to understand the people, things, and resources (e.g., water) using sensors installed on physical objects.
factors that put individuals at social risk and implement processes for intervention and Digital twins offer a view into the existing situation and help to make predictions about
prevention. This includes measuring outcomes and success factors. how city systems will respond to changes and events. The goal is to understand city
operations at a systemic level for improvements in operations, processes, resource
use, policy development, and urban planning.
Impact of use case adoption on ETHIC and its complexity Impact of use case adoption on ETHIC and its complexity
Efficient Trusted Highly responsive Inclusive Convenient Complexity Efficient Trusted Highly responsive Inclusive Convenient Complexity
2/5 3/5 5/5 4/5 5/5 1 2 3 4 5 5/5 2/5 5/5 2/5 3/5 1 2 3 4 5
Get your data management in order. Ensure that data flows as freely as legislation allows and incentivize proposals
Recommendation
that are based on quantifiable insights provided by available data sets.
Note:
Complexity denotes the overall time and resources likely needed to execute the transformative project in a given use case. The complexity rating takes into consideration both the
11 An IDC InfoBrief, sponsored by
technological complexity and the required changes in processes,, culture, or regulatory framework. For all other ratings related to ETHIC, 1 means that the use case does not have
significant influence and 5 means the use case has very significant influence.How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Agile, Intelligent Platforms and
Infrastructure
The migration to an effective platform and use of modern IT infrastructure is essential
for further transformational projects.
German public sector organizations often battle with a desire to adopt current
architectural principles favoring cloud-first approaches, and simultaneous need
to adhere to regulations, particularly those related to data protection. There
may be very little room for innovation, delimited largely by tried solutions that Heidelberg University
established legal precedents for particular approaches to data management,
storage, and access management. German organizations seeking to start with Relying on Private Cloud
the modernization of their infrastructure should ask themselves the following
questions: to Enable Top-Notch
Research
• Are there legal precedents for the approach that we are
considering? Heidelberg University has switched to a private
cloud IaaS solution to enable more flexibility and
• Did we align our long-term data management strategy with our faster development of computing capabilities to
infrastructure strategy? foster evolving research needs.
• Are we ready to integrate new infrastructure with legacy parts The new private cloud has increased scalability
that cannot be easily discarded? and flexibility significantly and the research
needs of research departments can be met
quickly, without resorting to tedious and lengthy
procurement processes.
12 An IDC InfoBrief, sponsored byHow Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Agile, Intelligent Platforms and Infrastructure
Key Use Cases to Consider
Smart (City) Platforms
Public sector organizations tend to have multiple platforms for various functions, but they exist in silos and lack an organizationwide view into operations or a view that brings together
data from disparate sources, especially from sensors and other devices, for analysis and subsequent recommendations for actions across multiple departments. This is especially
true for cities, as they need to incorporate data covering numerous activities beyond the municipal administration. A smart platform seeks to optimize operations, improve the
quality of citizen-facing services, and increase citizen engagement through secure real-time data intelligence, intra-agency collaboration, and new service offers. A smart city platform
interconnects the physical and digital worlds across one or more domains, connecting new and legacy applications, and edge data collection devices on an organization’s assets,
providing a holistic view of infrastructure for improved management and control.
Impact of use case adoption on ETHIC and its complexity
Efficient Trusted Highly responsive Inclusive Convenient Complexity
5/5 3/5 4/5 2/5 4/5 1 2 3 4 5
While a decent infrastructure is a necessary underpinning for the development of all kinds of initiatives, it is often hard to push
through the substantial investment, as the immediate benefits for employees and citizens may be less apparent than in the
case of other types of major projects.
Recommendation
Make sure that you tie up the proposals for major infrastructure investments directly with other types of projects that directly
benefit citizens/customers. This is the right time for major investment, financed by fiscal stimuli, which will support citizen-
facing initiatives for years to come.
Note:
Complexity denotes the overall time and resources likely needed to execute the transformative project in a given use case. The complexity rating takes into consideration both the
13 An IDC InfoBrief, sponsored by
technological complexity and the required changes in processes,, culture, or regulatory framework. For all other ratings related to ETHIC, 1 means that the use case does not have
significant influence and 5 means the use case has very significant influence.How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Digital Inclusion
Digital inclusion is one of the priorities of the German government in the area of digital
society. There are two reasons why inclusion should be high on the agenda: firstly,
citizens that feel excluded are significantly less likely to be satisfied with government
services in general; and second, without reaching the critical mass of users, most
digitized services cannot deliver efficiency gains as original analog processes must run
in parallel as well.
The German government already has substantial experience with supporting Cooperation Between
initiatives for digital inclusion, especially in the field of closing the age gap
in the adoption of digital technologies, including conducting major research Social Services and the
initiatives (such as project FUTA). However, inclusivity is not dependent only on
centrally run initiatives. Each public sector organization must strive to make its Not-for-Profit Sector
services more inclusive. German public organizations should ask themselves the
following: Spurs Innovation
• Have we tested the appropriateness and ease Digital inclusion in Germany is often driven
of access of our channels across important by the public sector (especially providers of
socioeconomic divides? social services) in cooperation with not-for-
profit organizations. For instance, the PIKSL (an
• Do we present alternatives for citizens/customers that acronym for “Person-centered interaction and
are for whatever reason unable to access the service communication for more self-determination
via the most common channel? in life”) organization with its laboratories and
• Do we incentivize the use of digital channels in a way projects is enabling disabled and elderly people
that is both attractive, but also non-discriminatory? to navigate the internet (including tackling the
issue of internet misinformation).
14 An IDC InfoBrief, sponsored byHow Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Digital Inclusion
Key Use Cases to Consider
Skills Development and Labor Market Programs Digital Equity Inclusion and Accessibility
The employability of the population is maintained by matching Faster and broader network pipes with efficient spectrum management aid
organizational needs with employee skills at a macro level. As the economy government equity of service delivery. Accessible design typically delivers
evolves and jobs change, there is a need for governments to collaborate a better user experience for everyone and enables internet access to help
with large and small employers and academic institutions at all levels to reduce the digital divide and facilitate economic growth.
ensure that skills are taught the right way through the formal educational
system and job-related skills and lifelong learning are available to citizens of all levels.
While this use case may be more relevant to national government than to other parts
of the public sector, these other parts should cooperate to fit their inclusivity strategies
into the overall approach taken by the government, so that the newly utilized skills can
be immediately used in the context of the wider public sector ecosystem.
Impact of use case adoption on ETHIC and its complexity Impact of use case adoption on ETHIC and its complexity
Efficient Trusted Highly responsive Inclusive Convenient Complexity Efficient Trusted Highly responsive Inclusive Convenient Complexity
2/5 3/5 4/5 5/5 4/5 1 2 3 4 5 2/5 5/5 2/5 3/5 2/5 1 2 3 4 5
Analyze your customer base, establish a key typological group of users, and conduct regular analysis of the
Recommendation
appropriateness of outreach tools to these groups.
Note:
Complexity denotes the overall time and resources likely needed to execute the transformative project in a given use case. The complexity rating takes into consideration both the
15 An IDC InfoBrief, sponsored by
technological complexity and the required changes in processes,, culture, or regulatory framework. For all other ratings related to ETHIC, 1 means that the use case does not have
significant influence and 5 means the use case has very significant influence.How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Omni-Channel Citizen
Experience
Omni-channel citizen experience (as defined on slide 5) is a prerequisite for the overall
improvement of Germany’s digital society. The latest data from the European Digital
Economy and Society Index shows that while Germany is doing very well in human
capital, connectivity, and overall usage of the internet, it lags comparable peers in the
integration of digital technology by business and the scope and utilization of digital
public services.
This means that if the German public sector is to attain the goals of ETHIC,
it needs to significantly improve its ability to interact with its citizens and Vienna Leading the Way
businesses digitally and provide platforms and incentives for businesses looking
to align their business transformation to the overall digitization of the public in Citizen Engagement
sector (especially services related to taxes, employment, insurance, compliance,
etc.). German public organizations should ask themselves the following: The City of Vienna is renowned for its citizen-
centric approach. That approach has been of
great use in the current crisis, when Vienna
• Are we able to engage with citizens with the same efficiency no repurposed some of its more advanced channels
matter which channel of communication they choose? of communications to deliver COVID-relevant
• Do we have aligned data management so that all information and help to maintain compliance
communications are clearly visible and civil servants work with with rules. For example, Vienna repurposed
the comprehensive view of the citizen, able to provide them its chatbot (WienBot) to deliver information on
with the best possible advice? the COVID situation and measures, alleviating
pressure on the main information line. This
• Did we optimize processes and utilize available technologies to concerted effort, which used synergies across
enable change to an omni-channel mindset? communication channels, has helped to deliver
reliable information to the Viennese population.
16 An IDC InfoBrief, sponsored byHow Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Omni-Channel Citizen Experience
Key Use Cases to Consider
Omni-Channel Portal Open Data
Many public sector organizations have developed a central website that A key tenet of ETHIC is to improve transparency, accountability, and
links to services provided by separate departments, but most lack clear government-community engagement. “Open data” became the movement
navigation and an easy user experience. Omni-channel portals consolidate to achieve these goals by tracking performance, sharing data within
government departments’ data to enable users to see all information government and outside government, and, as a result, spurring the
(policies, alerts, and statistics) as well as access digital services. Next-gen development of public sector services by the private sector using open data
portals also add on mobile access and interactive features that move beyond simple sets. Open data is typically provided by a software solution that catalogs, aggregates,
transactions to offerings such as contextualized search and citizen online accounts. and publishes data for the express purpose of sharing government data online with
those outside and inside government. Many of these solutions provide built-in data
visualization and dashboarding capabilities with data access via APIs to feed analytics
systems. Oftentimes, open data sets are accompanied by policies or guidelines on what
data is published and how the data can be used, shared, and referenced.
Impact of use case adoption on ETHIC and its complexity Impact of use case adoption on ETHIC and its complexity
Efficient Trusted Highly responsive Inclusive Convenient Complexity Efficient Trusted Highly responsive Inclusive Convenient Complexity
4/5 2/5 5/5 4/5 5/5 1 2 3 4 5 2/5 5/5 2/5 3/5 2/5 1 2 3 4 5
Conduct a thorough process and technology audit to discover obstacles to the adoption of an omni-channel approach.
Recommendation
Focus especially on data governance.
Note:
Complexity denotes the overall time and resources likely needed to execute the transformative project in a given use case. The complexity rating takes into consideration both the
17 An IDC InfoBrief, sponsored by
technological complexity and the required changes in processes,, culture, or regulatory framework. For all other ratings related to ETHIC, 1 means that the use case does not have
significant influence and 5 means the use case has very significant influence.How Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
Key Recommendations
Make sure that you tie proposals for major infrastructure
While changing workplace processes, start with cultural change. It investments directly with other types of projects that benefit
is likely that without employee and middle management buy-in, any citizens/customers. This is the right time for major investment,
changes will fail to deliver tangible benefits. financed by fiscal stimuli, which will support citizen-facing initiatives
for years to come.
Cybersecurity’s weakest links are often associated with human
error. Make sure there is a balance between freedom for users and Analyze your customer base, establish a key typological group
appropriate and enforced security policies. Monitor and measure of users, and conduct regular analysis of the appropriateness of
compliance, but also the hidden costs of security policies, especially outreach tools to these groups.
those tied to the loss of time for users.
While executing change, try to repurpose existing technologies to fit Conduct a thorough process and technology audit to discover
with the new processes. Not everything needs to be built again from obstacles to the adoption of an omni-channel approach. Focus
scratch. especially on data governance.
Get your data management in order. Ensure that data flows as
freely as legislation allows and incentivize proposals that are based
on quantifiable insights provided by available datasets.
18 An IDC InfoBrief, sponsored byHow Digital Transformation of the Public Sector Can Succeed in the Post-Crisis Environment
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