The latest survey by Riverbed, a global specialist in unified observability, reveals the UK public sector is keen to harness emerging technologies to enhance both employee and citizen digital experiences.
The news underscores a broader industry trend of digital transformation, as 90% of public sector leaders are prioritising investments in Digital Experience (DEX) technology over the next five years, with 80% planning to accelerate its implementation.
According to the survey, 50% of the participants believe a seamless DEX is vital for employee engagement. Furthermore, respondents identified cloud (44%), artificial intelligence (AI) (38%), automation (33%), and DEX management solutions (31%) as the technologies critical to their digital transformation strategies. As many as 88% of the survey-takers also highlighted unified observability as instrumental for their abilities to deliver a seamless digital experience, which, in turn, supports the mission of their respective agencies.
More than ever before, the need to evolve and adapt amid a rapidly transforming workforce landscape is pressing. For instance, with a new wave of Millenniums and Gen Z employees entering the workforce, 86% of public sector leaders agree that they have to provide more advanced digital experiences. As such, the public sector is likely to invest in unified observability platforms to help bridge the skills gap, with 74% of the respondents believing the solution could achieve just that.
Also, as about 49% of public sector employees operate under a hybrid model, 92% of the public sector leaders see hybrid work as a prospect for recruiting talent and maintaining competitiveness in the future. Following this trend, an estimated 83% of them plan to invest in technology that supports the hybrid workforce over the next 12-18 months.
Unquestionably, senior leadership sees the value in prioritising the digital experience. The survey demonstrated that 58% of public sector leaders believe there would be significant disruptions and reputational impacts on their organisation if they failed to meet the DEX needs of younger generations. In fact, 63% agreed that these employees would consider leaving the organisation were they not provided adequate digital experiences.
Meanwhile, the role of public sector CIOs is evolving as they take on more strategic decisions that affect recruitment and productivity, leading to them taking on more prominent roles within the leadership team. An estimated 81% of public sector decision-makers acknowledge the growing relevance of IT within their leadership team. Additionally, 89% concur that IT is more accountable for driving innovation now than it was three years ago. Thus, the onus is on IT leaders to ensure their investments in technology align with the organisation's overall mission without contributing to unnecessary complexity.
As governments worldwide strive to shift from "doing digital" to "being digital," human-centered design and advanced technologies like AI, cyber, and cloud are becoming increasingly crucial. According to Riverbed's findings, 80% of public sector leaders plan to fast-track digital experience adoption and implementation. Furthermore, the survey found that technologies like cloud (44%), AI (38%), and automation (33%) will become mission-critical priorities over the next 18 months.
"In today's government and public sector organisations, the digital experience is more critical than ever," said John Atkinson, Director of Solutions Engineering, UK & Ireland. "However, with changing workforce dynamics, delivering better digital experiences is becoming more challenging for public sector leaders. Fortunately, these government organisations are investing in technology, including observability, AI, and automation to address these challenges."