Implementing digital applications to become more efficient and meet the changing needs of companies and citizens: this is currently at the top of the agenda for public administration. In the white paper "Unlocking government's technology future", our experts analyse the global status quo and provide practical recommendations for action.
Torsten Kaiser
Partner, Head of Government & Public Sector
KPMG AG Wirtschaftsprüfungsgesellschaft
Cloud, cyber security and data management in public administration
The analysis is based on the results of the KPMG Global Tech Report 2024, for which 118 managers from 20 countries were surveyed. The core finding: public administration is implementing new technologies and consistently driving the transformation forward - but there is still a need for action.
According to the analysis, proactive, dynamic change in public sector organisations is particularly evident in the areas of cloud enablement, cyber security and data management. The data also shows that organisations have already set up projects with artificial intelligence (AI).
Optimism in the digital transformation
It is striking that managers from the public sector state more frequently than participants from the private sector that they are confident that they can keep up with the pace of digital transformation. At the same time, however, respondents also fear that the momentum in their organisations is slowly levelling off. Expectations are high. Innovative impetus is being sought to counteract a potential levelling off of momentum.
Relevanz von Customer Centricity
Citizen satisfaction is an important metric when evaluating successful technology implementation. The concept of customer centricity, or "citizen centricity" in the public sector, is therefore an increasing value driver. Meanwhile, the implementation of technologies is complex, as the lack of skilled labour and other internal hurdles reduce internal efficiency.
Five key factors need to be taken into particular consideration in order to continue to successfully shape change.
Public administration organisations should...
- ...modernise their methodological approaches and, for example, tackle further developments step by step.
- ...explore previously untapped potential, for example in existing processes, with cloud applications and in partnership with external partners.
- ...ensure robust internal AI governance in order to strengthen trust and enable economies of scale in the future.
- ...focus even more strongly on the expectations of citizens for a customised and frictionless service offering in future.
- ...consider empowering employees as an integral part of the transformation in order to optimise processes and structures.
