{"id":713954,"date":"2026-05-26T07:31:34","date_gmt":"2026-05-26T07:31:34","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?p=713954&#038;preview=true&#038;preview_id=713954"},"modified":"2026-05-29T07:34:34","modified_gmt":"2026-05-29T07:34:34","slug":"autonomous-government-moving-from-portals-to-unified-services","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/autonomous-government-moving-from-portals-to-unified-services\/","title":{"rendered":"Autonomous government: Moving from portals to unified services"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Autonomous government: Moving from portals to unified services<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/05\/Jon_Harriman.jpg?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Jon Harriman<\/h5><h5 class=\"blog-date\">26 May 2026<\/h5><\/div><\/div><div class=\"brand-image\"><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div class=\"col-12 col-md-2\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-citizens-no-longer-compare-government-services-to-other-government-services-instead-nbsp-they-compare-them-to-the-best-digital-experiences-they-have-anywhere-whether-nbsp-that-s-nbsp-ordering-from-amazon-managing-finances-through-a-banking-app-nbsp-or-nbsp-easily-nbsp-booking-travel-the-expectation-is-the-same-simple-seamless-nbsp-and-responsive-by-that-standard-many-public-services-are-still-falling-short\">Citizens no longer compare government services to other government services. Instead,&nbsp;they compare them to the best digital experiences they have anywhere. Whether&nbsp;that\u2019s&nbsp;ordering from Amazon, managing finances through a banking app,&nbsp;or&nbsp;easily&nbsp;booking travel, the expectation is the same: simple, seamless,&nbsp;and responsive. By that standard, many public services are still falling short.<\/h2>\n\n\n\n<p>This gap\u00a0isn\u2019t\u00a0caused by a lack of ambition. Public sector\u00a0organisations\u00a0are actively investing in digital transformation. The challenge is that many initiatives stop at the surface. New portals, forms,\u00a0or apps may look better, but the underlying services\u00a0remain\u00a0disconnected. Information is\u00a0entered multiple\u00a0times,\u00a0cases pass slowly between teams, and citizens are left navigating complexity that should be invisible to them.\u00a0<\/p>\n\n\n\n<p><strong>This fragmentation is structural: fewer than one<\/strong>\u2011<strong>third of\u00a0public-sector\u00a0organisations\u00a0in the US, Europe, and Asia\u00a0have fully deployed\u00a0data ecosystem initiatives, according to a\u00a0<\/strong><a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/CRI_Data-Ecosystems-in-Public-Sector_web.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Capgemini Research Institute report<\/strong><\/a><strong>.\u00a0<\/strong>\u00a0<\/p>\n\n\n\n<p>Improving citizen experience requires more than better digital touchpoints. It requires orchestration.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-from-digital-services-to-orchestrated-outcomes-nbsp\"><strong>From digital services to orchestrated outcomes<\/strong>&nbsp;<\/h3>\n\n\n\n<p id=\"h-from-digital-services-to-orchestrated-outcomes\">The most meaningful improvements happen when services are designed&nbsp;end-to-end&nbsp;across front office, middle office,&nbsp;and back office. That means starting with life events and moments that matter to citizens, then orchestrating workflows, data, decisions,&nbsp;and communications behind the&nbsp;scenes&nbsp;so the service works as one, regardless of how many agencies are involved.&nbsp;<\/p>\n\n\n\n<p id=\"h-from-digital-services-to-orchestrated-outcomes\">ServiceNow has become a central platform in this shift, acting as an orchestration layer that connects systems, workflows,\u00a0and teams across\u00a0organisational\u00a0boundaries. This enables governments to move away from siloed case handling towards outcome\u2011focused service delivery that feels coherent from a citizen\u2019s point of view.\u00a0<\/p>\n\n\n\n<p id=\"h-from-digital-services-to-orchestrated-outcomes\"><strong>Where this model has been\u00a0applied at\u00a0scale, the impact is material. In Estonia,\u00a0a\u00a0<a href=\"https:\/\/oecd-opsi.org\/innovations\/child-life-event\/\" target=\"_blank\" rel=\"noreferrer noopener\">programme<\/a>\u00a0which\u00a0reorganised\u00a0services around life events reduced the number of interactions\u00a0required\u00a0for new parents from\u00a010\u00a0to just four by triggering benefits automatically once a birth is registered.<\/strong>\u00a0<\/p>\n\n\n\n<p id=\"h-from-digital-services-to-orchestrated-outcomes\">But orchestration alone is no longer the&nbsp;end&nbsp;state. It is the foundation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-rise-of-autonomous-government-nbsp\"><strong>The rise of autonomous government<\/strong>&nbsp;<\/h3>\n\n\n\n<p id=\"h-the-rise-of-autonomous-government\">Recent advances in enterprise AI&nbsp;point&nbsp;to a move beyond automation towards autonomy. Not autonomy in the sense of removing accountability or human judgement, but autonomy that allows defined work to be executed end to end, within clear guardrails, so people can focus on complex, sensitive,&nbsp;and high\u2011value activity.&nbsp;<\/p>\n\n\n\n<p id=\"h-the-rise-of-autonomous-government\">A key development here is the growing role of conversational AI combined with workflow execution. The integration of&nbsp;Moveworks&nbsp;into the ServiceNow platform is a strong example of this direction:&nbsp;bringing together enterprise\u2011grade conversational AI, search,&nbsp;and workflow execution to enable intent\u2011driven interaction.&nbsp;<\/p>\n\n\n\n<p id=\"h-the-rise-of-autonomous-government\">This means\u00a0organisations\u00a0can move beyond traditional portals and\u00a0forms\u00a0towards a model where employees can trigger secure, governed action across systems simply by expressing what needs to be done. In effect, the front door becomes conversational, while the platform executes the work seamlessly behind the scenes.<\/p>\n\n\n\n<p id=\"h-the-rise-of-autonomous-government\">This internal shift matters deeply for citizen experience. Public services feel fragmented externally because they are fragmented internally. When the workforce struggles to navigate systems, handoffs,&nbsp;and policies, citizens inevitably feel the impact.&nbsp;<\/p>\n\n\n\n<p id=\"h-the-rise-of-autonomous-government\"><strong>More than&nbsp;<\/strong><a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/CRI_Data-Ecosystems-in-Public-Sector_web.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>80&nbsp;percent&nbsp;of public administrations<\/strong><\/a><strong>&nbsp;that have implemented strong data governance and shared data ecosystems report measurable improvements in citizen engagement&nbsp;\u2013&nbsp;demonstrating&nbsp;the direct link between internal enablement and external experience.<\/strong>&nbsp;<\/p>\n\n\n\n<p id=\"h-the-rise-of-autonomous-government\">Simplifying internal experience through conversational front doors and autonomous, role\u2011based execution is a critical enabler of simpler, faster,&nbsp;and more reliable services for citizens.&nbsp;<\/p>\n\n\n\n<p>Autonomous government, in this sense, is not&nbsp;about technology&nbsp;replacing people. It is about creating an operating model where routine, high\u2011volume activity is handled consistently and transparently, while human&nbsp;expertise&nbsp;is focused where it matters most.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-why-autonomy-matters-for-citizen-experience\"><strong>Why autonomy matters for citizen experience<\/strong><\/h4>\n\n\n\n<p>Citizens rarely become frustrated because of a single interaction. Frustration builds across the journey,&nbsp;through repeated requests for information, unclear status updates, delays between steps, and a lack of ownership when services cross department lines.&nbsp;<\/p>\n\n\n\n<p>Consider something as common as moving home. Today, this often requires separate notifications to local councils, utilities, electoral services, licencing authorities,\u00a0and more. Each interaction is treated as a separate transaction, even though from the citizen\u2019s perspective it is a single life event.\u00a0<\/p>\n\n\n\n<p><strong>The same pattern has existed in other life events: prior to the UK\u2019s Tell Us Once service, citizens had to notify more than six services on average when reporting a death.\u00a0Centralising\u00a0intent and orchestrating actions behind the scenes transformed that experience.<\/strong>\u00a0<\/p>\n\n\n\n<p>In an orchestrated and increasingly autonomous model, a single expression of intent\u00a0\u2013\u00a0\u201cI\u2019m moving\u201d\u00a0\u2013\u00a0can trigger coordinated updates across services. Information is shared securely where\u00a0appropriate,\u00a0workflows are executed across\u00a0organisational\u00a0boundaries, and the\u00a0citizen is\u00a0kept informed proactively. What was once fragmented becomes coherent.\u00a0<\/p>\n\n\n\n<p>In simple terms: autonomy behind the scenes enables simplicity at the front. Invisible complexity, visible simplicity.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-from-journeys-to-intent-nbsp\"><strong>From journeys to intent<\/strong>&nbsp;<\/h4>\n\n\n\n<p>The most advanced public services are moving from transaction\u2011based design to intent\u2011based services. Citizens should not need to understand which agency owns which process. They should be able to express what they need, receive guidance in plain language, and trust that the service will be coordinated on their behalf.&nbsp;<\/p>\n\n\n\n<p><strong>This is particularly important given that while nearly&nbsp;<\/strong><a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Citizen-Services-for-Life-Personalizing-eGovernment-through-a-life-events-approach.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>90&nbsp;percent&nbsp;of citizens&nbsp;in the European Union<\/strong><\/a><strong>&nbsp;used&nbsp;the internet regularly, only around half&nbsp;possess&nbsp;basic digital skills&nbsp;\u2013&nbsp;placing a practical limit on form<\/strong>\u2011<strong>heavy, process<\/strong>\u2011<strong>led service models.<\/strong>&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-a-pragmatic-path-forward\"><strong>A pragmatic path forward<\/strong><\/h4>\n\n\n\n<p>Autonomous government is not a single leap; it is a pragmatic journey. The most successful\u00a0organisations\u00a0start with focus and discipline:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Identify&nbsp;high\u2011impact citizen journeys where friction is greatest&nbsp;<\/li>\n\n\n\n<li>Establish a unified front door across channels&nbsp;<\/li>\n\n\n\n<li>Redesign workflows and ownership&nbsp;end-to-end&nbsp;<\/li>\n\n\n\n<li>Introduce conversational and autonomous capabilities where they remove effort, not add novelty&nbsp;<\/li>\n\n\n\n<li>Maintain strong governance, transparency,&nbsp;and human oversight.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Done well, this approach delivers&nbsp;real results: faster resolution times, lower cost to serve, reduced manual effort for staff, and&nbsp;\u2013&nbsp;most importantly&nbsp;\u2013&nbsp;better experiences for citizens.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-looking-ahead\"><strong>Looking ahead<\/strong><\/h4>\n\n\n\n<p>Citizen experience is no longer purely a digital or design challenge. It is an operating model challenge. As governments face rising demand, constrained resources,&nbsp;and increasing expectations, the ability to orchestrate and autonomously execute services in a trusted way will become a defining capability.&nbsp;<\/p>\n\n\n\n<p>Autonomous&nbsp;government is already taking shape. Its real value lies not in the technology itself, but in what it enables: joined\u2011up services, clearer accountability,&nbsp;and public experiences that feel simpler, more human,&nbsp;and more responsive to the realities of people\u2019s lives.&nbsp;<\/p>\n\n\n\n<p>The question is no longer whether&nbsp;government&nbsp;can become autonomous. It&nbsp;is whether it can afford not to.<\/p>\n\n\n\n<p id=\"h-the-rise-of-autonomous-government\"><br>&nbsp;<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-call-to-action call-to-action-block\"><div class=\"container\"><div class=\"call-to-action-block-content-wrapper has-description\"><div class=\"text-wrapper has-description\"><h3 class=\"title\" data-maxlength=\"144\">Citizen services for life<\/h3><p class=\"description\" data-maxlength=\"210\">Personalizing eGovernment through a life events approach<\/p><\/div><div class=\"button-wrapper has-description\"><a class=\"cta-btn action-valid\" href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/autonomous-government-moving-from-portals-to-unified-services\/\" target=\"_blank\" rel=\"noopener noreferrer\" aria-label=\"Contact us about Citizen services for life\" title=\"Opens in a new window\" data-maxlength=\"24\" tabindex=\"0\"> Contact us <\/a><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\" section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Author<\/h2><\/div><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/05\/Jon_Harriman.jpg\" alt=\"Jon Harriman\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/uk.linkedin.com\/pub\/jon-harriman\/10\/7bb\/571\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Jon Harriman<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Group Offer Lead &#8211; People Experience &amp; Customer Experience for ServiceNow<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/uk.linkedin.com\/pub\/jon-harriman\/10\/7bb\/571\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Jon is a renowned expert in employee experience, leveraging his role as the People Experience Group Offer Leader at Capgemini to drive organizational success through people-centric approaches. With an extensive and diverse background encompassing roles in portfolio and offer development, pre-sales, solutioning, and delivery, coupled with a fervor for transforming how companies cultivate their workforce, Jon is committed to empowering organizations to establish engaging environments for their employees.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Autonomous government connects workflows, data, and AI to turn fragmented public services into simpler, faster, citizen-centered experiences.<\/p>\n","protected":false},"author":388,"featured_media":713955,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[1],"tags":[],"brand":[],"service":[192],"industry":[],"partners":[142],"blog-topic":[150],"content-group":[],"class_list":["post-713954","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","service-customer-experience","partners-servicenow","blog-topic-customer-experience"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 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