Hyperautomation will be one of the primary technologies governments lean on to deliver a “Total Experience” (TX) strategy. And, according to a Gartner report, the vast majority of public sector agencies (85 percent) that do not commit to TX will fail in their efforts at digital transformation.
A TX approach combines the disciplines of user experience (UX), citizen experience (CX), employee experience (EX) and multiexperience (MX) into one holistic approach toward service design and delivery.
“Government CIOs need to prioritize investments in capabilities that can be leveraged by both employees and citizens,” said Apeksha Kaushik, principal research analyst at Gartner. “For example, using ‘voice of the citizen’ and ‘voice of the employee’ input to identify common pain points and, therefore, potential to refine the experiences for both through one initiative. CIOs need to focus on supporting effortless experience across multiple touchpoints by linking datasets as digital solutions can help employees be more citizen-centric and improve overall governance.”
An increased reliance on hyperautomation will be one way Gartner expects companies to be able to deliver on a TX strategy. The Stamford, Conn.-based consultancy expects 75 percent of governments to have at least three enterprisewide hyperautomation initiatives in production by 2024.
The report says public sector CIOs can drive hyperautomation initiatives by bringing business and IT stakeholders together and “iterating on business and IT automation needs, based on human-centered needs that encompass TX.”