Growth Opportunities for Communications, Collaboration, and Contact Center Technologies in the Government Sector

Growth Opportunities for Communications, Collaboration, and Contact Center Technologies in the Government Sector

Frost & Sullivan has identified the government vertical as ripe for digital transformation and the adoption of modern communications and collaboration technologies to improve operational efficiencies and enhance citizen experiences.

The COVID-19 pandemic, and the social distancing norms it necessitated, has impacted all public services, revealing the urgent need for digital transformation. Governments, usually poorly funded, still perform lots of processes manually, with low levels of automation and limited use of productivity-enhancing digital technologies.

Governments bodies are usually large organizations with a diverse workforce performing multiple different job functions, spread across several facilities, with lots of specific needs. Government services span social benefits, education, law making and courts, pest and wildlife control, tax collection, citizen information management, urban infrastructure, environment, transportation, safety and security, housing and building, employment, business and consumer services, culture and entertainment, street cleaning, garbage disposal, and more.

Each government workflow has its own stakeholders, supply chain, users, specific processes, protocols, technology requirements, challenges, and objectives. Additionally, by nature, some of the workflows in the government vertical are hard to digitize.

In order to effectively leverage digital technologies to address this vertical, a clear understanding of each workflow and the related choke points is required.

RESEARCH HIGHLIGHTS

This study discusses opportunities for improving citizens’, public workers’, and other stakeholders’ communications and collaboration experiences and enhancing important workflows in the government sector using pre-packaged communications and collaboration solutions, application programming interfaces (APIs), and programmable communications capabilities.

KEY FEATURES

The study identifies key use cases for point solutions, such as video conferencing or team messaging, as well as integrated suites such as unified communications and collaboration (UCC), UC as a service (UCaaS), communications platform as a service (CPaaS), contact center, and contact center as a service (CCaaS) solutions in the government sector. The study also identifies the key growth opportunities within the government vertical for these communications solutions.

More specifically, the study has identified the following use cases whereby advanced communications tools can deliver value to government organizations:

Remote and hybrid staff collaboration and communication

Managing contractor engagements

Inter-agency communications

Inbound citizen, supplier, and partner contact

Public outreach and virtual events

On-premises and remote monitoring and follow-up

Reminders, notifications, and emergency alerts

Virtual workflows (court proceedings, city council meetings, etc.)

Mass campaigns and surveys (census surveys, voting polls, etc.)