Core Insights - The Australian public sector is undergoing a transformation to enhance service delivery by adopting digital-first strategies that prioritize citizen experience [1][3][4] Digital Transformation - Agencies are expanding digital services to meet rising citizen expectations for secure, seamless, and personalized interactions [2][3] - Over 90% of Australians prefer digital government interactions, yet only 79% of service contacts occur online, indicating a gap that modernization efforts aim to close [4][5] Infrastructure Modernization - Outdated IT systems and siloed data hinder interoperability, slowing decision-making and service delivery [5] - Agencies are replacing legacy systems with integrated solutions to support evidence-based policymaking and real-time collaboration [5][6] Workforce Transformation - Younger employees value digital fluency and flexible working conditions, prompting agencies to introduce hybrid and remote work options [6] - The adoption of AI, automation, and fraud detection tools is streamlining operations and enhancing responsiveness [6] Collaborative Efforts - Public sector organizations are leveraging technology to improve collaboration across agencies, addressing complex challenges like climate change and cyber threats [7][8] - Shared digital platforms and standardized data-sharing protocols are being implemented to create more integrated services [7] Technology Trends - The report highlights a growing focus on cloud migration and robust cybersecurity frameworks to protect citizen data [8] - Service providers are expected to play a crucial role in helping agencies overcome structural inertia and skills shortages [8] Provider Evaluation - The report evaluates 34 providers across four quadrants, naming Accenture and Capgemini as Leaders in four quadrants each [10] - Infosys is recognized as a Rising Star in one quadrant, indicating its promising portfolio and high future potential [10][11]