Then there are the inevitable conversations public sector IT chiefs have over whether to build or buy, and the discussions over the amount of money being invested in critical platforms, some of which are legacy systems that have been entrusted to run operations for many years. At the time, just as the UK began facing the Covid-19 lockdown, the report’s author and Socitm associate director, Jos Creese, said: “In the current climate, all bets are off about what technology trends matter most in the public sector – those that are at the forefront now are supporting mobile and flexible working. “Smaller local government organisations need to merge, or at least establish shared service arrangements, in order to create the critical mass that can justify investments based on sound business cases,” says Creese. In February, analyst Forrester reported that government agencies around the globe lag their private sector counterparts in embracing digital transformation to deliver positive customer experience (CX). “Agencies with better CX typically spend less, roll out legislation more smoothly and avoid scandals,” write analysts Sam Higgins and Zhi-Ying Barry in Forrester’s To digitally transform, government agencies must start by becoming customer-obsessed report.