The consultant Above Steria Next has presented its Next Perspectives report, Public Services, which identifies both challenges and opportunities for the future of public services in the EU. Its text also highlights the urgency of its public services in terms of modernization, in addition to offering the key trends that will mark the course of its digital transformation in the coming years.
The document is based on data analysis and the application of European policies, as well as on the study of real cases and the observation of pilot projects, and points out that technological innovation, especially AI, is essential to transform the provision of services to citizens.
Its strategic implementation aims, in addition to increasing the efficiency of operations, to guarantee more equity in access to services, and above all, to reinforce the democratic values that form the basis of European society. In this context, the report emphasizes the need for robust collaboration between countries, the adaptation of the regulatory framework and the need to commit to the development of digital talent.
The first key trend for the future of the transformation of EU public services is digital identity, driven by the eIDAS 2.0 regulation and the future European Digital Identity Wallet, which will allow citizens to access public and private services in the region.
Another trend is the increase in the importance of cybersecurity, as well as strategies to protect critical infrastructure and citizen data against cyber threats. It also points out the need to ensure the continuity of essential services in crisis situations.
On the other hand, the report addresses the future of the modernization and digitalization of the workforce and public employees. In this context, it focuses in particular on possible developments through generative AI, as well as the way in which this technology allows routine tasks to be automated.
The text also points out that the use of health data to improve medical care will be optimized in the coming years. To do this, it will be necessary to promote the use of shared data between public and private entities and the authorities of European countries. In addition, institutional resilience in the face of crises and cyberattacks will be strengthened, due to an increasingly complex and digitalized global framework.
Another trend is the drive to develop projects related to sustainability, since digital technologies offer great potential to reduce CO2 emissions in Europe. One of the types of projects that will receive the most investment, according to the report on digital transformation, will be related to automated decision making through different applications. From information processing to assistance in applying policies.
In addition, supporting changes in GovTech, as it reduces dependence on global technology giants, is also identified as a key trend for the digital transformation of public services. Also to the initiatives to redefine digital leadership. The latter is because managers who have technical, regulatory and collaboration knowledge can train teams and improve services.
Finally, the report states that Different initiatives will be carried out in the future to promote citizen trust in public services. These trends mark the future path of digital transformation in EU public services, in a context in which a third of citizens have some concern about how entities will be able to regulate new technologies.
