Enterprise programs lead the way
March 25, 2019
The fact that digital transformation is being pursued at the enterprise level is not surprising, as it coincides with a push towards shared services and cost savings. However, a surprising finding from the survey was the extent to which mission, business, and operational executives reported that they are leading these transformation efforts, rather than their IT peers. Further findings included:
Most important factors impacting digital process modernization
There isn’t a silver bullet for transforming and digitizing operations. Rather, integrated approaches that bring together people, processes and technologies appear to drive the most sustainable success.
The top four factors listed as very important include:
A go-slow approach to digital process modernization
Notably, no technology was either operational or being piloted within a majority of agencies. Top contenders included cloud-based systems of record (27 percent operational, 21 percent piloting), self-service technologies (30 percent operational, 17 percent piloting), cloud infrastructure (26 percent operational, 21 percent piloting), and digital process automation platforms (28 percent operational, 18 percent piloting).
The relatively low adoption of robotic process automation (8 percent operational, 9 percent piloting) and AI & machine learning (11 percent operational, 10 percent piloting) was not surprising given their emerging status. However, similar scores for multichannel UX (18 percent operational, 12 percent piloting) and natural language interfaces (14 percent operational, 12 percent piloting) suggests that agencies are either not investing in user experience or face constraints in implementing.