Increased Agility and Productivity: The Transformative Role of Technology in Public Services
As expectations for responsive, efficient, and personalized services increase, government agencies worldwide are using technology to meet these needs. Digital infrastructure and artificial intelligence (AI) have been instrumental in streamlining government sector processes and helping citizens provide more effective interactions. By adopting technological solutions, especially digital transformation and AI, public agencies are evolving to deliver services with greater agility, productivity and satisfaction.
Driving agility in public service delivery
To meet modern expectations, governments have started prioritizing agility in their service structures. Digital Public Infrastructure (DPI) is central to this evolution, empowering government with tools that allow flexible, responsive public service delivery. DPI incorporates systems such as digital identity verification, data-sharing platforms and online payment options that enhance the user experience by making interactions smoother and more efficient.
For example, the impact of DPI on public services in India is considerable. Over the past decade, India has established a robust DPI system with Biometric Identification (Aadhaar) and Unified Payments Interface (UPI). This infrastructure proved invaluable during the COVID-19 pandemic, allowing the government to quickly deposit emergency funds into the bank accounts of millions of citizens. In just two weeks, $3.9 billion was distributed to 318 million people—showing the potential of agile digital infrastructure.
Similarly, Ukraine’s Diia app has played a significant role in facilitating and securing access to government services. Launched before the Russia-Ukraine conflict, DIA has become a lifeline for citizens in need of assistance, providing displaced people with easy access to funds. Now, as reconstruction efforts continue, Diia’s eRecovery program is ensuring efficient disbursement of funds to homeowners, further illustrating DPI’s potential in a crisis.
The Power of AI to Increase Public Sector Productivity
Artificial intelligence, and particularly the rise of generative AI (GenAI), is dramatically increasing productivity in government agencies. GenAI’s potential to automate repetitive and knowledge-intensive tasks allows public sector employees to shift focus from routine functions to high-value tasks that demand critical thinking and insight. AI’s ability to rapidly retrieve, process and analyze data enables governments to respond to citizen queries more effectively and quickly.
In recent years, thousands of public sector agencies have embedded AI technology to enhance their operational efficiency. From virtual public servants who provide personalized answers to common questions, to AI-powered language translation tools that help broaden accessibility, these technologies are reshaping public services. For example, the Police Service of Northern Ireland has integrated AI to automate tasks across multiple departments, shortening response times and allowing staff to focus on critical cases that require human supervision. These productivity gains not only improve service outcomes but also enable governments to meet increasing demand without proportionately increasing costs.
AI’s productivity potential extends to applications as diverse as digital learning. With hyper-personalized digital tutors powered by AI, students can receive lessons tailored to their unique learning needs and progress, making learning more effective and equitable. In health services, virtual assistants assist doctors and nurses by automating administrative tasks, enabling them to focus directly on patient care.
Strategies to increase agility and productivity in government
While technology adoption is critical, achieving true agility and productivity in government requires a strategic, multifaceted approach. Here are some key strategies agencies can employ to maximize the potential of their digital and AI investments:
1. Cultivating an agile mindset and culture
True agility goes beyond implementing new technologies; It incorporates a mindset of adaptability and responsiveness. To cultivate this, governments need to establish a culture that emphasizes citizen-centric outcomes. By breaking down traditional silos and rigid procedures, agencies can better respond to changing circumstances. Creating rapid feedback mechanisms is key to understanding and adapting to citizen needs in real time.
For example, public agencies that adopt agile project management methods often experience better results, because they can iterate and improve services based on real-world feedback. Embracing an agile culture means agencies prioritize flexibility over formality, which is essential in today’s rapidly changing environment.
2. Integrating Digital Public Infrastructure (DPI) components
The effectiveness of digital public services lies not only in the deployment of individual components but also in their interoperability. An integrated DPI system—where digital identity, payments, and data exchange components work seamlessly together—can foster innovation, collaboration, and transformation. By ensuring these systems communicate efficiently, governments can create responsive and resilient digital services that improve the citizen experience.
For example, countries that adopt a “whole of government” approach, where various digital tools and systems interact seamlessly, are better positioned to respond to both day-to-day operations and unexpected challenges. This integrated approach helps agencies share data securely and efficiently, reducing redundancies and improving service delivery.
3. Updating AI strategies to include generative AI
With the rapid development of AI technology, government leaders must update their AI strategies to identify the most impactful applications of GenAI. It involves a holistic approach, where agencies assess which jobs are best suited for AI and reshape workforce roles to take advantage of AI’s capabilities. In parallel, agencies must establish ethical guidelines around the use of AI, especially for applications that may involve sensitive data or critical decisions.
For example, an AI-powered system can help immigration agencies process documents faster, but human oversight is still necessary for final decisions. By balancing the efficiency of AI with ethical oversight, governments can harness the benefits of the technology while maintaining public trust.
4. Prioritizing workforce experience and training
New technologies can sometimes create cultural resistance within government agencies. Effective adoption of AI requires agencies to focus on the workforce experience by implementing thoughtful training and support systems. Programs should be designed with the end-user in mind, incorporating feedback from frontline workers who interact with the technology every day. As AI-powered tools increase productivity, governments can also consider how these improvements can help improve wages, work-life balance and talent retention.
Additionally, governments can encourage reskilling programs to help workers adapt to new roles and responsibilities. In the long term, this investment in people not only fosters a positive work environment but also makes the agency an employer of choice, attracting and retaining talent in the public sector.
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Balancing efficiency with mandatory service
Unlike private sector organizations, public sector organizations do not have the same flexibility to pivot resources. Service mandates must be met, even if they are costly. This is especially challenging when citizens rely on government assistance in critical areas such as health care, social services, and public safety. As such, improving efficiency in the public sector is less about cutting costs and more about finding innovative ways to meet growing demands with limited resources.
For example, by implementing digital services that allow citizens to apply for permits or licenses online, agencies can reduce wait times and reduce administrative burdens, freeing up resources for more complex tasks that require human intervention. Thus, technology enables governments to fulfill mandates more effectively, even as demand for services increases.
Looking Ahead: The Ongoing Role of Technology in Public Sector Transformation
As technology advances, the possibilities for enhancing public services will continue to expand. Emerging areas such as blockchain for secure and transparent records, IoT for real-time data on public infrastructure, and advanced machine learning for predictive analytics have the potential to further transform public services. The success of this innovation will depend on strategic investment, workforce adaptability, and a commitment to citizen-centered design.
In October, Deloitte’s Shared Services Conference will convene Netherlanders in the Netherlands to discuss the latest in public sector transformation. The conference will showcase practical strategies and solutions that are helping government agencies achieve sustainable excellence through agility, innovation and technology.
The future of agile, technology-driven public services
As citizen expectations continue to evolve, so should the public sector’s approach to service delivery. By integrating digital infrastructure and AI, governments are moving towards agile and productive public services that can better meet the needs of today’s population. While challenges remain, a commitment to technological innovation and workforce engagement will enable public sector agencies to navigate these challenges and improve the lives of the people they serve.