In response to rapid evolutions in society and technology, public sector organisations are undergoing important changes. They are leveraging new channels to develop their relationship with citizens and are improving efficiency in the context of strong economic pressures. These changes are redefining both front-office and back-office tasks and, in turn, have big implications for the activities employees perform and the skills they need to be successful. Digital technologies are playing a key role in this evolution. Tools like social media and mobile channels are helping to improve relationships with citizens, simplifying operational processes and enhancing the overall quality of services provided. Our survey data helps better understand where public sector organisations stand today in this transformation and what challenges await them on the road ahead.
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