Business Environment: Domestic Segment

Changes in the Digital Dimension Drive Demand

Our customers are constantly looking for new and innovative ways of improving their customer experience, processes and competitiveness in the changing digital world. This creates demand for Digia's domestic service offering. One of our major assets is our profound knowledge and understanding of the core processes of various organisations, and of the supporting operational systems and integrations. By providing digital business services, we can win a bigger role in our customers' value chains.

Six key tech trends driving demand and growth in Digia's domestic business

1. Software as a Service increasingly popular

IT procurement used to be about projects and systems, or bigger outsourcing packages. Today, cloud services and consumerisation are driving change and boosting the popularity of SaaS solutions.

Business value and entire business process components are being bought as a service, based on which the technical systems are never operated or even directly used by the buyer. IT suppliers are transforming into service producers, who play a more important role in the chosen process component, while the buyer manages the overall process.

Since the services are more and more often being procured by someone other than an IT unit, the service provider is expected to have a deep understanding – far beyond technology expertise – of the customer's business.

2. With agility comes flexibility and adaptability

Long development projects have been replaced by more agile processes that allow design flexibility and adjustments and adaptations in the service, information system and architecture development. This enables early and cost-efficient testing of the services to be implemented, and modification of their implementation if necessary.

3. Experience-seeking consumers look for inspiration, information and peer support online

Mobile data and easy-to-use terminal devices have led to accelerating change in consumer behaviour.

Consumers are buying products and services online to a growing extent, and are turning to various networks for inspiration, information and peer support in their personal choices.

Changes in consumer behaviour determine what kinds of services will be offered to customers in the future. Service providers must be able to create winning services – services that include a strong experiential dimension – for increasingly small target groups. Consumer behaviour is also changing the way in which services are designed, with mobile user interfaces increasingly being the first priority.

4. Better customer experience is the goal of any organisation going digital

Technology continues to blend the physical with the digital world, placing new demands on the consistency of customer experiences.

Customers expect consistent, more specifically targeted and high quality service via every channel and at all hours. To cater for these needs, service providers need to ensure the continuity of the service process regardless of time and location, and a seamless and imperceptible switch from one service channel to another.

The customer's purchase process is no longer regarded as a linear process, but rather as a matrix with multiple stages and paths. There are as many paths leading to a purchase decision or another desired action as there are customers. Identifying these paths and understanding the needs, values and motives of customers is therefore paramount in the digital world.

5. Closer cooperation between the public and private sectors

One of the key themes in society today is the need to provide citizens, companies and organisations with easy and flexible access to services.

Public sector service provision and development is increasingly reliant on cooperation between the public and the private sectors. In the future, public sector organisations will mainly be tasked with organising services, in other words, identifying citizens' needs and making sure that services are available to customers when needed. The private sector will assume responsibility for actual service provision.

6. Ubiquitous networking

Intelligent terminal devices will be everywhere. Sensors that collect information everywhere in our physical environment enable the collection of more accurate and specific customer data, while extensive historical data allows greater predictability. Growing data volumes emphasise the importance of analytics and data visualisation. IoT offers incredible opportunities for the IT sector in analytics, integration and service design.