In today’s complex environment, governments must reinvent how they work. To do so, many government agencies focus on citizen-facing services because they account for the majority of the operating budget—ideally 85 to 90 percent. Yet by overlooking government administration transformation, agencies might miss a critical opportunity to close the gap between expectation and expenditure and deliver better outcomes at less cost. The time has come to think differently about transforming public administration.
Although it does not directly deliver services, public administration is the backbone of the work of government, no matter an agency’s specific focus. As such, at a time when governments must deliver the public service outcomes that citizens want at costs that can be sustained over time, transforming government administration is essential to delivering public service for the future. But how can governments get it done—and what steps can they take to drive change?