People are used to 24/7, personalized service. We can pay our bills online, order our coffee from our phones, and have products delivered overnight. This has reshaped expectations, putting an onus on government organizations to match private sector services and experiences—so much so that 93% of respondents in Boston Consulting Group’s (BCG) third annual Global Trust Imperative 3.0 report said they expect government quality of service to be on par with leading tech companies, the commercial sector, and government providers.
Relying on legacy information technology (IT) systems makes it difficult for government agencies to overcome (or even address) these challenges. Inefficiency, outdated processes, and concerns around privacy and data security slow down service delivery and negatively impact constituents — and isn’t scalable for the future.
The new normal for IT
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