Several technologies contribute to digital transformation. The most relevant are:
Digital government technology platforms, which are a set of cross-cutting, integrated, horizontal capabilities that coordinate government services across multiple domains, such as citizen experience, ecosystem, Internet of Things, and IT systems and analytics.
Digital citizen identity to support online authentication in interactions with government, and increasingly across sectors and jurisdictions, overcoming past identity silos.
Hybrid cloud computing, i.e., one or more public and private cloud services that operate as separate but integrated entities, offering a combination of cost optimization, agility and scalability of public cloud with control and compliance that are typical of the private cloud.
Data sharing across the whole government, leveraging multiple data sources to create new value and achieve improved outcomes. This requires government departments to be willing to expose data and be able to analyze it through a systematic and scalable approach that can reuse data and innovate services.
Total experience is a strategic approach designed to improve the engagement of citizens by providing them with modern tools across multiple channels and touchpoints that enhance overall experience, inclusion and equity. Moving away from a singular focus on customer experience improves the chances that governments can improve the quality of their services and capacity to deliver on their mission in the future.