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50% Govt Agencies to Depend on 3rd Platform Technologies by 2020- IDC

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By 2020, more than 50% of government agencies with direct citizen engagement missions will direct at least 25% of their programmatic budget to 3rd Platform technologies and IoT, according to IDC Government Insights.

To achieve the intended benefits of the citizen experience, innovation will not only come in the form of new digital channels but also as a more comprehensive approach to redefining the citizen experience.

IDC Government Insights has developed the IDC MaturityScape on citizen experience (IDC #GITS04X) to help senior digital government leaders create a road map to better align the organization’s mission, operating model, and tools with the emerging needs of a consistent omni-channel citizen experience.

The study identifies five maturity stages for citizen experience based on a set of specific vision, people, process, and technology dimensions and outcomes.

Governments around the world are under increasing pressure to improve end-to-end citizen experience, optimize resource allocation, and re-imagine the way their employees, partners, and suppliers contribute to service delivery.

3rd Platform technologies such as cloud, mobile, social, and Big Data offer unparalleled opportunities to deliver new business capabilities along with the accelerated innovation in areas such as robotics, natural interfaces, cognitive systems, and the Internet of Things (IoT).

The challenge for government organizations is to orchestrate such technologies (with employee training) and process changes to optimize the composite outcomes of these and other uncontrollable external factors that result in the citizen experience.

The citizen experience IDC MaturityScape provides actionable guidance to senior IT decision and mission stakeholders who are tasked with ensuring that their organizations are effectively embracing citizen experience.

The study identifies five maturity stages for citizen experience based on a set of specific vision, people, process, and technology dimensions and outcomes:

Ad hoc: At this level, government agencies are managing citizen requests that flow in through multiple, independent channels within the established programmatic, organizational, and technology constraints.

The limited sharing of information about citizen requests within and across programs is due to organizational history, legislative constraints, and siloed technology implementations. There are no communications with (or training for) government employees regarding the principles of providing a good citizen experience.

Opportunistic: At this level, government agencies begin to employ business process automation (BPA) systems and customer relationship management (CRM) systems that have been tuned to the specific needs and requirements of government to offer better integration of services for citizens and the limited sharing of information across systems and programs.

There is a minimum level of communication with government employees and isolated training about the principles of citizen experience.

Repeatable: At this level, government efforts shift from being programmatic to citizen-centric. To accomplish this, it requires deeper and broader implementation of BPA, CRM, and other systems that results in digitized workflows across traditional engagement channels and back-end systems.

This opens up opportunities at the front end for citizens to complete some of their requests within a fully automated process. There is clearer communication and training about citizen experience.

Managed: At this level, government organizations are able to employ advanced digital, web 2.0, and social technologies to extend citizen engagement and citizen self-service beyond traditional engagement channels.

But it also requires a deeper integration of data and processes and sharing of best practices within and across programs to provide an integrated cross-functional experience.

There is a government executive ownership of the citizen experience and a formal process for training on citizen experience.

Government agencies may also implement a citizen satisfaction survey process to gather feedback which is then used to improve the process.

Optimized: At this level, qualified data about citizens and preferences is used and integrated within and across channels, allowing government programs to offer a consistent and contextual experience for the citizen across channels that also integrate with private sector programs.

Citizen experience is a key component of the government program, and government employees are trained about and employ citizen experience principles.

“Government executives who want to drive citizen value should invest in 3rd Platform technologies and address the organizational change issues that will be encountered, including updating the programmatic mission, shifting and optimizing workflows, and managing legislative expectations,” said Massimiliano Claps and Alan Webber, research directors, IDC Government Insights.

IDC MaturityScapes are used by IT executives and their enterprise partners to have a structured way to identify their current level of maturity, and the gap between where they are and where they want to be to maintain competitive balance or achieve industry superiority.

Using IDC MaturityScapes is a way to reduce the friction of change, to make more precise investments, and to identify the details of governance, process, technology, organization, and other factors that can derail the best-laid technology initiative.

IDC Government Insights assists government policy, program, and IT leaders, as well as the suppliers that serve them, in making more effective technology decisions by providing accurate, timely, and insightful fact-based research and consulting services.

 


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E-Business

Kaspersky Discovers Vulnerability in Qualcomm Snapdragon Chips that can Lead to Data Loss & Device Compromise

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Kaspersky ICS CERT discovered a hardware-level vulnerability affecting Qualcomm chipsets that are widely used in a range of consumer and industrial devices, including smartphones and tablets, car components, IoT devices and more.

The vulnerability resides in the BootROM – firmware embedded at the hardware level. Attackers could potentially get access to any data stored on the device or device sensors like camera and microphone, implement complicated attack scenarios and in some circumstances get full control of the device. The results of the research were presented at Black Hat Asia 2026.

The vulnerability affects Qualcomm MDM9x07, MDM9x45, MDM9x65, MSM8909, MSM8916, MSM8952 and SDX50 series and was reported to Qualcomm in March 2025. Qualcomm formally acknowledged the vulnerability in April 2025. It has been assigned a CVE-2026-25262. Other Qualcomm-based chips may be affected as well.

Kaspersky researchers explored the Sahara protocol, a low-level communication system used when a Qualcomm chip enters Emergency Download Mode (EDL) – a special recovery mode designed for repairing or restoring smartphones or other devices. Sahara acts as the first step that allows a computer to connect to the device and load software before the operating system on the device starts.

Kaspersky demonstrated that a security flaw in this process could allow an attacker with physical access to the target device to bypass key security protections in the chip, compromise the secure boot chain and, in some cases, deploy malicious applications and backdoors to the chip’s Application Processor, thus fully compromising the entire device.

For example, in cases when the target device is a smartphone or a tablet, the attacker can potentially get access to entered user passwords, and subsequently this opens further access to multiple types of sensitive user data, such as files, contacts, location, access to the devices’ camera and microphone, etc.

A potential attacker only needs a few minutes of physical access to a device to compromise it. Therefore, if a smartphone has been sent for repair or left unattended for a short time, one can no longer be sure it is not infected. Researchers warn that the threat extends beyond end-user scenarios to include potential compromise during the supply chain phase.

“Vulnerabilities like this may allow attackers to deploy malware that is difficult to detect and remove. In practice, this could enable covert data collection or influence device behaviour over extended periods of time.

“While a reboot might seem like an effective way to remove such malware, it cannot always be relied upon: compromised systems may simulate a reboot without actually resetting. In such cases, only a complete loss of power – including battery depletion – guarantees a clean restart,” comments Sergey Anufrienko, security expert at Kaspersky ICS CERT.

Kaspersky advises organisations and individual users to exercise strict physical security control over devices including at the supply, maintenance and decommissioning phases. A reboot of the device by cutting off the power supply to the affected chip (if available) or full battery discharge may help to get rid of the malware if it was installed.


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Survey Shows Gaps in Cybersecurity Policies and Employee Commitment Leave Organisations Vulnerable

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A recent Kaspersky survey entitled “Cybersecurity in the workplace: Employee knowledge and behaviour”, showed that 39% of professionals in the Middle East, Turkiye and Africa (META) region, consider cybersecurity rules in their company to be excessive or not fully appropriate.

While 7% noted that their organisations do not have cybersecurity rules or that they are not aware of them. These results show a disconnect between corporate cybersecurity policies and employee commitment to these rules, underscoring the risks associated with shadow IT and unmanaged device usage in the workplace.

Shadow IT is defined as the use of unauthorised software, devices, or services without IT oversight, and it has evolved into a critical business risk. While often driven by employee productivity needs, it creates blind spots for IT departments.

The rise of hybrid work environments, increased reliance on cloud-based tools and the spread of AI tools have accelerated this trend. Without robust cybersecurity management and oversight, organisations face heightened exposure to ransomware attacks, data leaks, and regulatory penalties.

19% of survey respondents in the META region said there are no policies regarding the use of non-corporate devices in their company. 35% of employees admitted that they can use their own devices to access business information, provided they have some type of cybersecurity protection, even consumer-grade software.

On the positive side, 21% said they can use their own device, but these must first pass more stringent corporate IT security checks; while 25% of respondents indicated that only devices provided by the IT function can be used for work purposes.

The situation is significantly better with permissions for employees to install software on corporate devices without IT department’s approval. 50% reported that only IT specialists in their company are allowed to install software, while in 31% of organisations only top management or designated users can do so. 11% of employees can install software that is approved by the IT team. However, 8% of respondents said that all users can install any software they need without IT agreement in their organisation.

At the same time 21% of professionals surveyed acknowledged that within the past year they installed software on their work devices without IT supervision. That highlights a persistent shadow IT challenge that continues to expose organisations to security vulnerabilities, compliance risks, and data breaches.

“Shadow IT is now a mainstream operational risk. When one in five employees installs software without IT oversight, it signals a policy gap. Many organisations already have security policies in place, but employee perception must also be considered.

Organisations should move beyond restrictive controls and instead implement intelligent, user-centric cybersecurity strategies that combine strategies that integrate technology with employee awareness and responsible use,” said Toufic Derbass, Managing Director for the META region at Kaspersky.

 


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Microsoft Faces £1.7Bn Cloud Lawsuit in UK over Alleged Market Abuse

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Microsoft is facing a £1.7 billion ($2.3 billion) class action lawsuit in the United Kingdom over allegations that it abused its dominant market position in cloud computing.

Microsoft Faces £1.7bn Cloud Lawsuit in UK Over Alleged Market Abuse

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The case, filed before the Competition Appeal Tribunal, was brought by Maria Luisa Stasi on behalf of about 59,000 British businesses and organisations. It alleges that Microsoft unfairly imposed higher costs on customers running its Windows Server software on rival cloud platforms.

Stasi said the company’s practices have had a significant financial impact on both public and private sector organisations over several years.

In allowing the case to proceed, the tribunal ruled that it has a “reasonable prospect of success.” The judges noted that Microsoft is alleged to have abused its dominance in the paid server operating system market to undermine competition in the cloud services space.

If the claim succeeds, compensation for affected organisations is estimated to range between £1.7 billion and £2.1 billion.

Microsoft has rejected the allegations and confirmed it will appeal the ruling. A company spokesperson said the decision does not represent a final judgment on the claims and that it disputes the substance of the case.

The lawsuit comes as regulators in the UK and the European Union intensify scrutiny of Microsoft’s cloud business practices. UK authorities are currently assessing whether the company should be designated as having “strategic market status,” a move that would subject it to stricter competition rules.


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