Public service for a new era
August 15, 2020
August 15, 2020
Many public service organizations took on the COVID-19 pandemic with effective leadership and extraordinary sacrifices from frontline workers. After months of managing the crisis while doing the everyday work of government, nations are opening up again. They must balance protecting citizens’ health with kickstarting operations and economies.
No one knows how long this period of co-existence with the virus will last. But the world after lockdown is vastly different. People and businesses are depending on you to guide them through the next several months, possibly years, of uncertainty. There is much to think through, and the social, political and economic fallout is unknown.
This era of uncertainty will force you to build more flexibility and adaptability into how you deliver outcomes to citizens, businesses and your workforce.
Now it’s time to capitalize on—and evolve—the innovative service delivery models launched at an astounding pace during this crisis. Explore three dimensions to determine which solutions to end, which to evolve and which to expand as standard practice.
As you plan for a post-lockdown future, the concepts of resilience, versatility and sustainability should inform your strategic planning. In addition, your priorities and decisions should account for five shifts in attitudes and ways of interacting.
The pandemic made people more aware of the role of government in their lives. The hyper focus on public service offers a window of opportunity to reestablish the public service brand.
Perfecting the virtual service delivery model means bringing a spirit of human connectedness when people cannot be together. Also key is providing the right mix of in-person and virtual service options.
Strengthening the relationships forged during the crisis can create a greater and more integrated role for non-government entities, businesses, nonprofits—and citizens.
As agencies prepare for work after COVID-19, building a resilient workforce is a priority. This means balancing productivity and outcomes with safety.
There is a need for a new social contract based on trust—a willingness for people to change their behaviors for the benefit of public health and the greater good. This is important for governing through the next crisis.
The pandemic accelerated many transformations that were ongoing in government. Of all its horrible impacts, this is a rare positive. You can build on this momentum. Meeting the needs of citizens, businesses and public servants means harnessing the power of transformative technologies and becoming a truly data-driven organization that analyzes, shares and acts on data insights to make a lasting difference in people’s lives.
Explore what's needed to build public services for a new era.
10 minute read