An undeniable shift is underway: powerful technology capabilities are being put into people’s hands, useable without highly specialised skills. It’s not about a single tool or service but the culmination of an array of democratising technologies.

Natural language processing, low-code platforms, and robotic process automation (RPA) are just a few of the capabilities and services making technology more accessible. Each has different and unique applications; all are bringing the innovative power of machines into the hands of people with as little friction as possible.

Democratised technology lets people optimise their work or fix pain points on their own. Without needing to request major IT projects, employees can create a custom dashboard for a group’s finances, build an app to approve and automatically fulfil purchase orders and much more.

Suddenly, the power to create technology solutions is entering the hands of people across the enterprise. Organisations can teach non-IT employees to think like technologists – putting the skills gap in the past.


of public service respondents believe technology democratisation is becoming critical in their ability to ignite innovation across their organisation – only one point less than the private sector.


of public service leaders agree that organisations equipping their people with tools of technology democratisation are building the foundation for greater agility.

This democratisation doesn’t remove IT from the equation, however. IT will still be responsible for the big implementations, scaling successful programmes and injecting the most cutting-edge technology into the business. But democratisation frees IT from many burdens that bog down big projects, like not quite capturing the users’ needs or needing to customise for every user and use case.

Instead, IT can focus on large-scale evolutions while the people who are closest to day-to-day business problems can tackle them head-on. Democratised tech tools and capabilities empower people to move from information to insights, addressing problems with technology-driven solutions.

Government agencies can lean on technology democratisation to circumvent the skills gap.

Build in trust

As people transform their relationship with technology, it is imperative that organisations build trust into that technology.


of public service respondents expect moderate or significant investments in non-IT employees’ technology democratisation training next year.


of public service respondents agree such training strategies must include a focus on security and data governance.

The bottom line? Leaders in the future will be the ones who rethink their approach from “who can I hire?” to “how can I empower?”

About the Authors

Valerie Armbrust

Managing Director – Public Service, Technology and Cloud Lead

Mark Jennings

Managing Director – Health & Public Service, UK and Ireland

Christian Bertmann

Managing Director – Technology, Health & Public Service, ASG

Ahmed Hassan

Managing Director – Defence and National Security Lead, Australia and New Zealand

Timo Levo

Managing Director – Public Service, Defence, SAP, Europe


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