In recent years, the government’s journey towards IT modernization has been synonymous with digital transformation. However, the landscape is rapidly evolving, with artificial intelligence (AI) and advanced data integration capabilities pushing the boundaries of what’s possible. According to Accenture, while digital remains crucial, it has become the baseline for conducting government business. Gartner’s insights indicate that digital administration has become normalized in government operations. To thrive in this post-digital world, government leaders must shift their perspective, prioritizing the mission above all else and recognizing the pivotal role of data integration.
In this new era, the mission should take center stage, with innovation as its dedicated partner. Innovation can encompass various capabilities, but one that consistently emerges as a mission enabler is data integration. Gartner predicts that 75% of governments worldwide will assess the success of their digital transformation initiatives based on their lasting impact on the mission. This enduring mission impact is closely tied to improving customer experience (CX) in government.
A McKinsey study highlights that CX in government has seen improvements since the launch of the Biden administration’s 2021 CX executive order. Furthermore, the administration’s Fifth Open Government National Action Plan, launched towards the end of 2022, focuses on creating a more inclusive, responsive, and accountable government by enhancing public access to data. These efforts are cultivating an environment of empathy for citizens, where valuable insights drive optimal engagement.
The role of Artificial intelligence
Artificial intelligence is poised to revolutionize government operations, particularly in streamlining citizen and constituent engagement. A fundamental aspect of realizing this potential is marrying AI capabilities with all data sources and systems. Gartner envisions a post-digital government driven by ecosystems that offer shared platforms for accessing diverse data subsets, allowing multiple agencies to collaborate efficiently in meeting constituent needs.
The cornerstone of this post-digital government world is ubiquitous data integration. While citizens and constituents enjoy seamless front-end experiences, autonomous data integration platforms operate behind the scenes, effortlessly establishing connections and workflows enhanced by AI. This rapid data integration capability empowers agencies to leverage consistent, comprehensive data across all systems, facilitating the achievement of mission goals. Moreover, it enables on-demand integrations, quicker integration connectors, and self-healing data mapping.
AI-enabled enterprise integration takes government IT systems to new heights by harnessing past, present, and future data while allowing IT teams to focus on strategic, mission-critical work. Process mining is another valuable tool in an agency’s arsenal, as it leverages data from various IT systems to create visual representations of processes. This aids in identifying efficiencies, streamlining processes, and uncovering automation opportunities, benefiting services ranging from tax filing to emergency response.
Embracing technological evolution
Over the past five decades, humanity has continually adapted to monumental technological changes. From the advent of the internet to the proliferation of mobile devices, 2023 marks what many have dubbed the “year of AI.” Technology has become an extension of human capabilities and intelligence.
For government leaders, transitioning to a post-digital mindset opens doors to strategic opportunities for fulfilling their missions. With ubiquitous and autonomous data handling the backend work, agencies can provide personalized, on-demand services to address diverse constituent needs. As technology continues to advance, embracing the potential of AI and data integration is the path forward for governments seeking to serve their citizens efficiently and effectively in this ever-evolving digital landscape.
