IDC & Salesforce Webinar - From eGovernment to the Invisible Bureaucracy: A roadmap for next-generation digital public services in the Nordics


IDC predicts that by 2027, 50% of national governments will extend GenAI from task automation to decision support use cases, improving citizen service responsiveness by 10% and civil servant productivity by 15%

Making government services more people centric is not a new aspiration. But, with fast advances in technology, socioeconomic volatility, and rising societal expectations, senior public sector leaders are reimagining the next generation of government services and operations to deliver on that promise.

Nordic public sector senior leaders have been actively pursuing government digital transformation. Their achievements have laid the groundwork to accelerate investments in next-generation digital public services to address future challenges. Now, they need to enable secure, agile, and data-driven organizations that can design and deliver proactive citizen services that make the bureaucracy invisible.  

Designing, developing and deploying the next-generation of government services requires untangling complex legacy architectures that make it difficult to scale and reuse capabilities and embed innovations that are necessary to deliver:

  • Seamless services that enable citizens to choose the most convenient channels and minimize requests to submit the same data multiple times.
  • Proactive operations that understand citizen needs and can suggest, register for, and deliver services.
  • Trusted engagements that makes compliance less burdensome for citizens, while maintaining high levels of accountability and transparency. 

During the webinar, you will be able to hear about good practices and shared experiences, and hopefully walk away with some concrete ideas as to how to get started on this journey. Together we will dive into:

  • Bringing together all touchpoints along the citizen/business experience journey.
  • Building a 360° view of the citizen/business, while treating sensitive data in a trusted and transparent manner.
  • Accelerating proactive citizen-centric services and drive change from the bottom up by understanding how automation can change service delivery end-to-end


Event Details

The complete agenda, speakers and other event information can be found on the event's website.

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Videos & Presentations

IDC & Salesforce Webinar - Recording

Massimiliano Claps, IDC - Presentation Slides