Navigating Public Sector Transformation in a Hyper-Digital Era

Overall satisfaction with government services is falling—a decline that has migrated to the fields of technology and digital-focused services. Since the private sector has raised the bar on the customer experience, people expect government to keep up. For many, it’s a matter of trust—citizens who are satisfied with public service are nine times more likely to have confidence in the government than those who are not.

As I point out in my book REINVENT,  your customer isn’t what he or she used to be—in this case, the customer as citizen. Increasingly, people see no reason why public services should be more complicated than shopping online. They want to be able to find the most relevant services easily and quickly. They want information in clear and simple language and expect to complete all transactions via digital channels—ideally, through a single digital journey rather than repetitious, scattered experiences.

In effect, the expectations and even demands of most every stakeholder involved have shifted and sharpened. To meet those expectations, governments should explore new service and interaction models that are both modern and integrated—in effect, a transformation.

This white paper examines the innovation challenges and opportunities inherent in public service transformation, with particular emphasis on the use of artificial intelligence, cloud computing, Zero Trust Architecture, and the overall value of service optimization. In particular, steps to implementing each of these components are also addressed based on my award winning #1 The Wall Street Journal best-selling book REINVENT (published by Fast Company Press in association with IMD – International Institute for Management Development).



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