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Citizen Service Delivery

Citizen Service Delivery Reviews and Ratings

What is Citizen Service Delivery?

Gartner defines citizen service delivery market consists of solutions with integrated capabilities to modernize end-to-end citizen service delivery processes. Traditionally, governments took the approach of implementing a single technology or application for service delivery. Now, as citizens and employees have increasing expectations and myriad needs, governments increasingly prefer a central platform for managing and connecting citizen information.

These platforms have common foundations taken from CRM and DXP capabilities such as payments, journey mapping, personalization, and other options provided with single sign-on based on identity and access. These platforms consist of unified citizen profiles with identification elements connected to external systems. These provide citizens with services and related information, in addition to capabilities that offer a more unified and intelligent citizen service experience.

There are also options to use citizen data platforms (CDPs) or master data management (MDM) platforms and other data capabilities to enhance data stewardship and data governance and help governments that aim to build the data fabric.

How Categories and Markets Are Defined

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Logo of Adobe Experience Platform

Adobe Experience Platform

By Adobe

4.5
(4 Ratings)

Adobe Experience Platform is a software that enables organizations to collect, normalize, and manage customer data from multiple sources to support real-time customer profiles and analytics. The software offers tools for data ingestion, identity resolution, segmentation, and governance, allowing businesses to integrate data across digital channels and systems. By centralizing data, the software aims to enhance personalization, customer journey analysis, and orchestration of experiences across various touchpoints. It provides capabilities for activating insights across marketing, advertising, and customer service channels, while adhering to data privacy and security standards. The software is designed to address challenges related to fragmented data management and inconsistent customer experiences within enterprise environments.

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Logo of Civic Platform

Civic Platform

By Accela

Civic Platform is a software designed to support government agencies in managing civic processes, including licensing, permitting, code enforcement, and workflow automation. The software streamlines application intake, review, approvals, and inspections by enabling centralized data management and configurable process workflows. Civic Platform facilitates communication among stakeholders through integrated case tracking and document management. Its reporting and analytics features assist agencies in monitoring operational performance and optimizing resource allocation. The software addresses the business challenge of improving the efficiency and transparency of public sector operations by providing solutions that reduce administrative workload and support regulatory compliance.

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Logo of Digital Service Delivery Platform

Digital Service Delivery Platform

By Deloitte

Digital Service Delivery Platform is a software designed to facilitate the management and delivery of digital services across organizations. It provides capabilities for integrating service workflows, automating business processes, and enabling multichannel access to services. The software supports digital transformation by streamlining service operations, improving process efficiency, and enhancing accessibility and transparency for both users and administrators. Through its modular architecture, the software enables organizations to deploy solutions tailored to specific business needs while maintaining integration with existing enterprise systems. The platform aims to address challenges around legacy system modernization, service delivery consistency, and operational scalability within complex environments.

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Logo of NewgenONE Platform

NewgenONE Platform

By Newgen

NewgenONE is an AI-first, low-code decision intelligence enterprise platform designed to support digital transformation by unifying content, processes, communications, and data within a single architecture. Built with decision intelligence at its core, NewgenONE embeds AI into day-to-day operations to augment decisions with contextual insights and automated actions. The platform is structured around five intelligence pillars—Content, Process, Communication, Data, and Agentic AI—working together to enable intelligent automation at scale. It integrates with existing enterprise systems and includes analytics and monitoring capabilities to continuously optimize performance across industries such as banking, insurance, government, and healthcare.

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Logo of Public Service Platform

Public Service Platform

By Accenture

Public Service Platform is a software developed to support public sector organizations in managing services, operations, and processes efficiently. The software offers functionalities for case management, citizen engagement, workflow automation, and data analytics. It helps government entities streamline administrative tasks, improve service delivery, and enhance communication between agencies and citizens. By enabling digitalization of traditional processes, the software assists in addressing operational inefficiencies and supports compliance with regulatory standards. Public Service Platform allows customization to meet specific government requirements and facilitates integration with existing systems, thus helping agencies optimize resource allocation and improve the transparency and effectiveness of public service management.

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Gartner Research

Market Guide for Citizen Service Delivery

Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.

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