The most important goal of business and administration for this year is to focus on the needs of their customers. In addition, companies continue to be preoccupied with the shortage of skilled workers, which will become even more acute in the coming years with the wave of retirements. This is shown by the results of the annual IT trends study by Capgemini. […]
This year, more than half of the respondents (54.9 percent) consider a stronger focus on the needs of customers to be one of the three most important goals. This is even more common in public administration than in companies. However, public authorities have to catch up in many areas compared to the economy: while more than half of the companies have digitized their ordering and payment processes, use customer journey analytics or align decisions with analytical findings, only between 20 and 30 percent in public administration. When setting up automated service offerings, business and administration are roughly on an equal footing.
“During the pandemic, companies have experienced how important the user-friendliness of digital contact channels is for their competitiveness. You have to assume that digital customer service will continue to be in high demand even after the pandemic. Authorities and public bodies still have a lot of catching up to do when it comes to user-friendly online services,“ comments Martina Sennebogen, Managing Director of Capgemini in Austria.
Companies in particular often use intelligent technologies to implement their most important requirements, the use of which has increased significantly in the last 12 months. Meanwhile, 35.5 percent of all respondents use artificial intelligence (AI) intensively or very intensively, a year ago it was only 15.6 percent. The reasons for the increase are, on the one hand, technological advances, but also new processes for development and operation. These have also led to a higher success rate: last year, 30.4 percent of AI users from business classified their success as high or very high, now it is 38.1 percent. The use of intelligent technologies will continue to increase over the next two years. The growth of users in the areas of recommendation systems (an increase of 142.9 percent after two years), personalization (120.5 percent), quality management (116.9 percent), supply chain optimization (109.6 percent) and analysis of daily business (105.6 percent) will be particularly large.
More than 40 percent of greenhouse gas emission savings from IT
Intelligent technologies are also being used to reduce greenhouse gas emissions. Almost 71 percent of companies have the goal of reducing annual emissions by 2026; on average by almost 37 percent. The vast majority also consider this value realistic. The goals of the public administration are less ambitious: it wants to reduce annual greenhouse gas emissions by almost 28 percent by 2026. In total, around 42.6 percent of the reductions are to be achieved with the help of IT, the greater part of them indirectly. Intelligent technologies are mainly used to reduce energy consumption and optimize routes and means of transport.
Almost half of all data not available across the organization
Data in sufficient quantity and quality are the basis for using intelligent technologies. On average, however, only slightly more than half of all data is available in the entire organization. The other half is subject to legal restrictions for around 63 percent of the respondents and internal restrictions such as data protection or security measures for around 62 percent. Therefore, it is only made available to a limited number of users.
“Dissolving data silos and unifying formats and quality is not an easy task for many reasons. Although great progress has been made in recent years with regard to the provision and processing of large amounts of data, scaling in other areas has been neglected. This includes dealing with more and more data sources, use cases, users and changing the market. We recommend that companies and authorities consider a paradigm shift to a scalable, decentrally organized data landscape,“ continues Martina Sennebogen.
Demographic change is perceived as a problem
Over the next ten years, an average of almost 23 percent of IT employees will retire. Last year, the shortage of skilled workers caused little concern. Now the proportion of CIOs who fear negative effects is increasing by almost 16 percentage points to just under 52 percent. The biggest concerns are the loss of know-how and an additional increase in the shortage of skilled workers, which is already high anyway. At the same time, the participating CIOs predict that the strategic importance of IT will increase significantly and the department will grow. She will employ a little more specialists than generalists, as well as more people of different nationalities. The work is becoming more complex and agile, but also more often done in the home office and by software robots. The proportion of women in management positions will increase.
Technology trends up and down
Based on the global technology trends of Capgemini’s TechnoVision, 30 technologies and methods were selected to measure their importance for organizations. This year, the study participants attach the highest importance to container technologies, the Zero Trust security concept, machine learning, protection against threats from Internet-of-Things (IoT)-enabled devices and open APIs. At the other end of the scale are virtual & augmented reality, distributed ledger technology, graph databases, decentralized applications and quantum computing. At the moment, they attach the least importance to these technologies.
Mobile wallets for payment, ticketing and access control, natural language processing, AIOps, robotic process automation with intelligent decisions, virtual & augmented reality and event stream processing have become particularly important. This year, a particularly large number of projects are planned in the areas of machine learning, robotic process automation with intelligent decisions, preventive and predictive maintenance, open APIs, low-code app platforms and zero trust.