With the end of the year getting ever-closer, Peter Ford, Public Sector Industry Principal at Pegasystems, looks ahead to identify five key public sector tech trends expected in 2018.
The death of coding as we know it
The term coding will disappear. Low or no-code enterprise solutions that can be configured will emerge as the norm with re-use and readiness for change in-built. With these scenarios, policy change will not be constrained by IT as it was for the last three decades.
Automation will change, again
Automation and the drive for operational efficiency will develop and increase through use of intelligent business process and case management solutions together with context-sensitive guidance for self-service. Robotic desktop automation may be a quick, early win for government agencies followed by robotic process automation.
Skills will need to shape up
Civil servants will be helped with upskilling to become effective in digital transformations through intuitive systems that present a holistic picture of the individual citizen need. AI solutions will use contextual information from existing systems either within or beyond the parent agency to support the speed and quality of citizen outcomes and interactions. Contacting government via any channel will be expected and provided.
Government will race to keep up
The evolution of ‘joined-up’ government will accelerate. Notwithstanding security compliance, government agencies will start to share data, embrace the end-to-end citizen journey and design solutions that overcome current organisation and procedural boundaries. Government will predict and act upon key life events such as births, house moves and job changes.
Agility will be recognised
Customers will demand the three-month delivery of IT solutions. Agile solutions that can easily be changed will become a key pre-requisite for those government functions that typically are subject to policy change.