Top trends and priorities focus on modernization, workforce upskilling and service delivery

We met with 158 state, provincial and local government executives to understand their top priorities and how they are adapting to the changing needs of citizens and communities. This year, executives are prioritizing:

  • Modernizing legacy systems with cloud and digital platforms
  • Addressing workforce shortages with upskilling and hybrid models
  • Improving digital service delivery with mobile-first and self-service tools
  • Strengthening cross-agency collaboration and governance
  • Using AI and data to improve outcomes and community resilience

Public service models evolve to improve access, efficiency and trust

#1 IT priority
modernizing legacy systems and infrastructure for digital service delivery 
70%
say digital acceleration significantly impacts their organization
52%
cite legacy systems as a key barrier to transformation

Talent shortages, regulatory pressures and citizen experience demands drive digital acceleration

  • 78%
    view technology and digital acceleration as a key macro trend driving improvements in the citizen experience
  • 74%
    report difficulty recruiting talent 
  • 69%
    cite changing political, fiscal and regulatory environments as the main reason for finding smarter ways of working
  • 49%
    say they are applying AI to reshape citizen services
Girl looking at her phone in public transport

Digital leaders are advancing transformation through agility and trusted data ecosystems

32% of public sector organizations generating expected results from their digitization strategies—the digital leaders*—share common traits that help them deliver superior performance. Digital leaders in government:

two mechanical gears icon

Are producing results from their data privacy and protection strategy extending to the ecosystem

+41pp

vs. others*

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Have highly agile business models to adapt to digitization

 

+12pp

vs. others*

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Have a highly agile operating model to adapt to digitization

 

+20pp

vs. others*

pp = percentage points

*"Digital leaders” are those producing expected results, and “others” are those building or launching their digital strategies.

At CGI, we help government organizations modernize infrastructure, harness trusted data and improve citizen outcomes. Learn more about:

 

Cloud and Hybrid IT  Business & Strategic IT Consulting Business process services    

  Artificial intelligence Cybersecurity

 

 

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