Disruption Brings New Engagement from Government
This engagement is critically important to the effectiveness of government. In a digital ecosystem, government employees have more opportunities to interact with each other, but they also interact with the private sector, including contractors, universities and citizens.
Agencies engage with private sector partners at a faster pace while acquiring the expertise to build out IT infrastructure to extend digital services. In a 2021 Deloitte survey, 85 percent of global government respondents said their agencies benefited from this kind of engagement with the private sector.
As part of this engagement, state governments strive to improve the citizen experience. They are doing so by mapping the journey of citizens, or government customers, across the public sector enterprise. This mapping will allow them to reimagine pathways to digital government rather than simply building up isolated touchpoints.
Agencies see a unified digital experience as key to serving citizens. Today, they have opened more lines of communication with the private sector in support of that goal.