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Public service for a new era

June 19, 2020

RESEARCH REPORT

In brief

The world looks very different

This era of uncertainty will force you to build more flexibility and adaptability into how you deliver outcomes to citizens, businesses and your workforce.

The now: Take stock. Take action.

1. Does the solution improve mission delivery?

You became more resilient to confront the virus. Know which solutions are stopgap and which can improve mission delivery going forward.

2. Does the solution deliver in a new way?

You worked with versatility to innovate at speed and scale. By continuing the best of these approaches, you can deliver the mission in new ways.

3. Should the solution be standard practice?

You want to build on some solutions to springboard to the future. This means putting enablers around them to sustain them for everyday use.

The next: Emerge stronger

Citizens: All eyes on public service

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.

  • Seek and use expert advice.
  • Plan for all possibilities.
  • Build the muscle to flex.

Service: The human face of virtual

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.

  • Know your customers.
  • Emphasize equity of access.
  • Design from the outside in.

Collaboration: Building without boundaries

Strengthening the relationships forged during the crisis can create a greater and more integrated role for non-government entities, businesses, nonprofits—and citizens.

  • Build a powerful team.
  • Create a culture of “we.”
  • Unite around shared outcomes.

Workforce: Creating superpowers

As agencies prepare for work after COVID-19, building a resilient workforce is a priority. This means balancing productivity and outcomes with safety.

  • Reconfigure work structures.
  • Rethink essential skills.
  • Create a safety experience at work.

Trust: The new social contract

There is a need for a new social contract based in 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.

  • Keep eyes and ears open.
  • Be radically transparent.
  • Act as expert data stewards.

Be ambitious. Be bold. Be flexible.

Global H&PS Industry Practice Chair

Ryan leads our global Public Sector practice, helping entities reimagine how to address client needs in the digital age.

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