Digital transformation in government: Forrester study reveals bright future

Digital transformation in government: Forrester study reveals bright future

The pandemic has brought about a major change in the way we live and work. For government agencies, the traditional methods of doing business face-to-face – and going through a myriad of paper-based processes – were no longer an option. As a result of this change, many agencies that previously did not have the time, budget, or know-how to modernize their document workflows began to adapt quickly.

In a new study by Forrester Consulting commissioned by Adobe, “Building from a solid foundation: it’s time for digital government”, 160 government decision-makers answered a series of questions to determine if it is time for digital government? The answer: a definite yes.

Before the pandemic, 46% said their agency was not ready to activate government electronic services. Today is a whole new story.

For an overview of the study, here are some key findings on the government’s digital transformation progress and the way forward:

  1. Modernize service delivery to citizens

Stopping at the local office of an agency is usually not the way citizens receive services anymore. Government agencies are working hard to meet citizens’ needs for health care, housing, subsidies, employment assistance and other aids to reflect the relatively recent shift to virtual interactions. In fact, according to Forrester’s findings, a large percentage of government decision-makers said digitization processes enabled them to maintain their agency’s ability to serve citizens during shutdowns. As a result, the agencies also said they plan to continue improving the digital experience.

  1. Priority to employee experience

The study confirmed how difficult it is for agency workers to serve the public if they do not feel supported by their organization. This is why employee engagement is a top priority for many government agencies. Digitization of processes is essential to create more efficient and productive employee engagement – inevitably leading to better overall citizen satisfaction.

  1. Achieve sustainability goals

Government agencies – like so many other businesses – recognize that adopting sustainable best practices is very important. One of the objectives set by the organizations over the next year is to improve their impact on the environment. However, according to the study, less than half of respondents reduced their carbon footprint by moving towards a paperless government. Achieving the Sustainable Development Goals is certainly a priority, but there is still a lot of room for improvement.

So what are the predictions for fully embracing digitization? It’s brilliant, according to the survey, with a majority of decision makers looking to continue on the path of digital transformation.

The digital momentum continues, and it’s exciting to see what lies ahead!

Download the Forrester Consulting Study to see all of the survey results, including how the agencies experienced increases in productivity, customer satisfaction, employee engagement, sustainability, and more.

Learn more about Adobe digital solutions for government.

About the survey

Adobe commissioned Forrester Consulting in August 2021 to survey 160 decision makers in U.S. federal, state, and local government agencies to assess current digital transformation operations and digital document process adoption. Areas assessed included the current state of digital transformation and agency operations, online citizen engagement, and digital government as a whole.


Adobe Inc. published this content on November 19, 2021 and is solely responsible for the information it contains. Distributed by Public, unedited and unmodified, on November 19, 2021 02:03:10 PM UTC.

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