1. Market Research

The Future of IT in the Government Sector in North America, Latin America, and Europe : An End-user Perspective

  • March 2015
  • 85 pages
  • Frost & Sullivan
Report ID: 2837194


Table of Contents

Research Objectives

The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) within the government sector for smartphones, tablets, mobile apps, cloud computing, video, audio, Web conferencing, Internet protocol (IP) telephony, company and consumer social media, unified communications client (UCC), time-division multiplexing (TDM) phones, business grade and consumer softphones, and headsets.
Frost & Sullivan aims to achieve the following goals:
•Understand the IT-related challenges that organizations face today
•Assess the current and future use of business communications technologies
•Evaluate factors that drive investments in company communications technologies
•Gauge communications infrastructure trends
•Appraise available IT budgets
•Measure workforce impact on IT


Using a Web-based survey methodology during August 2014, Frost & Sullivan surveyed 160 IT decision makers working in the government sector who were located in North America, Latin America, and Europe and who were involved in the company’s IT-related purchases.
Frost & Sullivan’s survey methodology uses online panels to source only qualified respondents. Respondents must meet requirements set by a screening process prior to full-survey participation. Online panels consist of individuals who volunteer to participate in Web-based surveys and typically receive compensation directly from their panel membership for participating in qualified survey research. In general, survey respondents do not receive direct compensation from Frost & Sullivan for participating in research projects.

Executive Summary

•The biggest challenge facing government organizations is making effective and timely investment in IT. Additionally, training IT staff on advanced technology is an issue, but few respondents say strategic projects are neglected in favor of day-to-day operations.
•Government agencies continue to want to drive productivity; however, compared to a year ago, they are less concerned with reducing costs, accelerating decision making, or improving collaboration.
•Respondents expect the use of laptops to decrease, along with the use of smartphones and tablets, suggesting they interpreted the question to be about investment rather than use.
•Consumer social media is the most-deployed technology, although IP phones are given to more employees within any given organization.
•Telephony remains the most used technology in government agencies, with almost x % of respondents indicating that IP phones and smartphones are used on a daily basis. Desktop video conferencing is used much less often.
•Enterprise and consumer social media are both highly effective in helping government agencies make timely and effective technology investments.
•Enterprise social media is by far the most effective tool in training IT staff, followed by Web and video conferencing.
•Video and Web conferencing are rated as most effective for supporting mobile workers. In addition, tablets, enterprise social media, and softphones are popular.
•Similar to their enterprise counterparts, government agencies are planning to have a more tightly integrated infrastructure in the coming years.
•Although they intended to reach a state of tight integration in 2014, many government organizations did not achieve their goals in this area.
•Cost and the perceived lack of value are the biggest reasons government agencies do not deploy various IT solutions.
•Deliberate attacks (whether through malware, crime, or espionage) are the most feared security risks.
•When it comes to choosing a cloud provider, security and reliability are top-of-mind.
•Government organizations prefer cloud-based solutions because they supplement in-house IT resources, eliminate the need for integration, and deliver advanced features. Email is still the most likely tool to be deployed in the cloud, but collaboration applications are catching up.
•Mid-size agencies are most satisfied with cloud-based solutions, and large organizations are most likely to have complaints.
•The main reason governments do not use cloud-based solutions is because they desire the ability to control and customize.
•Small agencies have completely embraced consumer social media tools. Additionally, small agencies lead the way when it comes to using enterprise social media for internal collaboration.
•Most government agencies have created a policy for social media use at work. Far fewer agencies have applied analytics to shape strategy.
•Small agencies see the most success with using social media for improving productivity.
•Only half of all agencies allow employees to connect smartphones to their corporate network; even fewer allow laptops or tablets. Only x % of agencies have a formal bring-your-own-device (BYOD) policy in place.

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