Narrowing down XaaS, CMaaS is also expected to pick up in popularity, which taps into composable business principles and practices to replace legacy case management systems with modular products that can be built up or taken down when demand requires it.
It’s also anticipated it will pick up the pace in the workplace, with Gartner predicting that, by 2024, government organisations with composable case management architecture will be able to implement new features at least 80 per cent faster than those without.
Data sharing as a program
Data sharing as a program takes the ad hoc nature of typical data sharing and turns it into a scalable service, moving towards that composable approach in government service delivery.
Along with composable government enterprises, data sharing as a program is expected to have a majority usage in government organisations, at 50 per cent, by 2023 through the establishment of formal accountability structures for data sharing, including standards for data structure, quality and timeliness.
Hyperconnected public services
Defined by Gartner as the whole-of-government use of multiple technologies, tools or platforms to automate as many business and IT processes as possible, the firm sees hyperautomation principles and practices as a way of developing hyperconnected, highly automated end-to-end business process and public services with minimal human intervention.
Gartner forecasts that by 2024, three quarters of governments will have at least three enterprise-wide hyperautomation initiatives either launched or underway.
Multichannel citizen engagement
Multichannel citizen engagement — a personalised two-way form of communication with constituents over multiple mediums — is expected to be slower moving than the other trends, with over 30 per cent of governments expected to use engagement metrics to track quantity and quality of citizen participation in policy and budget decisions by 2024.
This comes offer the back of claims of citizen direct participation with governments reaching new heights in 2020, according to the firm.
This then flows into the expected uptake of operationalised analytics — the adoption of data driven-technologies, like artificial intelligence, machine learning and advanced analytics — which Gartner believes will be used to improve the efficiency, effectiveness and consistency of decision making through context-based operational decisions being made in real time.
A large majority of government AI and data analytics investments, at 60 per cent, are expected to be funnelled towards this by 2024.