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Perspective: Municipal Government Strategic Priorities in Canada

9 Pages IDC August 18, 2011 SKU: IDC6506651

This IDC Government Insights Perspective presents our 2011 top strategic priorities for Canadian municipal government. This document incorporates data from recently completed research and focuses on technology-related initiatives. It is the fourth annual report of its kind for the Canadian market and provides prescription and insights to both the municipal government organizations and the vendor community. Specifically, IDC Government Insights notes the following:

  • Municipal governments are inherently and increasingly citizenfocused. The municipal interest in citizen-centered service delivery (CCSD) emanates from the shifting focus toward local community empowerment and visibility into local government operations as citizens increasingly look for government leadership and continuous information via multiple channels.
  • Customer service solutions are king. On the technology side, the pronounced interest in CCSD translates into interest in customer service solutions. Fifty-five percent of municipal government respondents highlighted customer service solutions as a key technology priority for 2011. This is largely to accommodate the plethora of call center rationalization and consolidation initiatives, 311 initiatives, and data management solution implementation.
  • Tie your offerings to operational efficiencies. Municipal interest in operating efficiencies (asset management, cost constraints, and government-specific applications [GSAs]) should swell over the next few years; it would be prudent to align your offerings to this megatrend.

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Perspective: Municipal Government Strategic Priorities in Canada

August 18, 2011

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