U.S. Public Sector Adopts Digital Services with Governance, Security

ISG’s 2026 U.S. public sector report shows agencies modernizing legacy systems and adopting governed AI under tighter security and budget constraints.

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09/17/2026 - 09:00 AM

Agencies continue migrating to cloud and AI for cost savings, reliable service delivery and better user experience, ISG Provider Lens^® report says

STAMFORD, Conn.--(BUSINESS WIRE)-- Federal, state and local organizations in the U.S. continue to modernize mission-critical systems while more closely evaluating new technology projects for measurable outcomes, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.

The 2026 ISG Provider Lens^® Public Sector Services and Solutions report for the U.S. finds that agencies are prioritizing secure and reliable service delivery. Federal organizations continue replacing legacy technology while managing the cost, risk and complexity of maintaining essential functions. Throughout the U.S. public sector, constrained budgets have increased adoption of modular systems, shared capabilities and reusable services that can operate across multiple agencies. As increased digitalization exposes more systems and information to threats, organizations are paying closer attention to cybersecurity protections, identity controls and data stewardship.

“The U.S. public sector market now rewards disciplined execution more than broad technology ambition,” said Nathan Frey, ISG partner and Public Sector lead. “Agencies increasingly judge modernization by measurable service gains and uninterrupted performance of critical operations.”

Legacy modernization remains a central priority of federal agencies, which have seen aging systems delay service delivery, complicate security and add to long-term costs. Rather than replacing complete environments immediately, agencies are pursuing phased transitions that preserve the continuity of critical programs and everyday functions. Current federal initiatives combine cloud migration, application rationalization and selective upgrades to customer-facing processes. This approach directs limited transformation resources toward urgent needs while reducing disruption for constituents and employees.

Agencies in the U.S. increasingly treat citizen experience as a driver of public trust rather than simply an IT goal. They are adopting modern portals, simpler navigation and self-service features that make interactions easier for constituents and public employees. With integrated case handling and digital workflows, they are reducing paper processes, service friction and manual handoffs between departments with connected responsibilities.

The U.S. public sector is now adopting AI as an operational tool rather than an experimental novelty. Organizations expect generative and predictive AI to support service routing, knowledge management, document handling and workflow automation. With an increased emphasis on responsible AI adoption, agencies are seeking governed environments with secure model hosting, prompt and output controls, workflow orchestration and meaningful human review. Effective deployments also require structured data, high-quality content and reliable access management for safe implementation of AI.

“Secure AI begins with dependable data and operating discipline,” said Harish B, ISG principal analyst and lead author of the report. “Providers must connect access controls, human review and data readiness to the workflows agencies use every day.”

The report also explores other technology and organizational trends in the U.S. public sector, including workforce enablement for distributed operations and uneven modernization rates among state and local organizations.

For more insights into the challenges faced by public sector enterprises in the U.S., along with ISG’s advice for addressing them, see the ISG Provider Lens Focal Points briefing here.

The report evaluates 79 providers across five quadrants: Strategy and Enablement Services (Consulting), Managed IT Services, Business Process and Other Outsourcing Services, Digital Transformation and Modernization Services and AI and Innovation Services.

The report names Accenture, CGI Federal, Cognizant, IBM and Kyndryl as Leaders in all five quadrants. It names Deloitte and Infosys as Leaders in four quadrants each. General Dynamics IT, HCLTech and Leidos are named as Leaders in three quadrants each. Booz Allen Hamilton, Capgemini, EY, NTT DATA and PwC are named as Leaders in two quadrants each. BCG, Conduent, DXC, EXL, MAXIMUS, Rackspace Technology, Scale AI and Unisys are named as Leaders in one quadrant each.

In addition, Atos and Unisys are recognized as Rising Stars — companies with a ‘promising portfolio’ and ‘high future potential’ by ISG’s definition — in one quadrant each.

In the area of customer experience, NRI is named the global ISG CX Star Performer for 2026 among Public Sector providers. NRI earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.

Customized versions of the report are available from Empower AI and Kyndryl.

The 2026 ISG Provider Lens Public Sector Services and Solutions report for the U.S. is available to subscribers or for one-time purchase on this webpage.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data and research, in-depth knowledge and governance of provider ecosystems, and the expertise of its 1,500 professionals worldwide working together to help clients maximize the value of their technology investments.