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This year, governments will focus on implementing technology that can help them improve citizen experience, be socially responsible, become more agile, increase cyber resilience, detect and prevent fraud and streamline supply chains using IoT.

Here’s an overview of the trends I predict will most impact the public sector in 2023.

Total Experience takes center stage

In the year ahead, government organizations will continue to invest in citizen experience technology platforms. The most successful organizations will deploy total experience. “Total experience (TX) is an approach that combines the disciplines of UX, CX (inclusive of all government customers, residents, visitors, businesses and others), EX, and MX for a more holistic service design and delivery,” says Gartner®[i]. “It represents a logical evolution in maturity away from CX or EX management in isolation toward creating shared and better experiences for people, regardless of what role they play inside or outside the organization.”

Strong preference for socially responsible vendors

In 2023, governments will look for socially responsible vendors who can help them manage interactions with Indigenous Peoples. Governments will need to partner with technology providers that demonstrate strong environmental, social and governance (ESG) commitments to help them manage their repatriation initiatives in a socially responsible way.

Accelerating the migration of data to the cloud – securely

Cloud become a key enabler for digital transformation in government, with plan to migrate some workloads to the cloud. This trend will accelerate in 2023, particularly as security-related programs such as FedRAMP in the U.S. transform the way government data is stored in the cloud. In 2023, we’ll see governments looking to FedRAMP-authorized digital solutions that enable them to securely connect and manage content, automate processes, increase information governance and create engaging digital experiences.

New approaches to pursuing zero trust

The strategy of zero trust has become increasingly popular in government. This trend has only accelerated during the pandemic, as governments were faced with an increase in fraud and sophisticated cyber attacks like SolarWinds. In 2023, the rise in cyber attacks on government will force agencies to continue to evolve their approach to security. More public sector organizations will adopt the zero-trust model, while many others will outsource key elements of their security with a Managed Extended Detection and Response (MxDR) approach.

Learning from COVID-19 aid scammers

The Washington Post recently reported that $45.6 billion was illegally claimed from the U.S. unemployment insurance program during the pandemic by scammers using Social Security numbers of deceased people. Governments admirably rushed to get COVID-19 relief to individuals who needed it, but this also resulted in unprecedented levels of fraud as scammers sought to take advantage of government expediency. In 2023, governments will need to develop lessons learned, modernize legacy applications and deploy technology to flag risky transactions and reduce fraudulent activity.

IoT deployments find new uses

In 2023, new IoT applications will come to the forefront for government. For example, sensors can detect when the weight on a pallet slips below a designated level, triggering an inventory re-order. Defense and intelligence agencies will need to accelerate and expand their IoT deployments to more efficiently operate ethical supply chains, warehousing and environmentally friendly fuel and equipment management.

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