The future of work for government agencies

With dramatic shifts in citizen expectations and intelligent technologies, government agencies need to be relevant, intelligent and future-ready.

Striking a fine balance

The global COVID-19 pandemic has caused public service organisations around the world to transition quickly to remote working and digital services. It’s becoming clear that this is not just a short-term fix. Organisations will need to continue to transform their working arrangements and service provision in the long-term.

Doing this will require public service agencies to strike a delicate balance between safety on the one hand, and productivity and effective service provision on the other. There are contradictory forces at play here. There are four broad areas of consideration that every organisation will need to address in journeying into this new world of world.


Three goals for government agencies

There are three key goals public service agencies need to achieve to meet the evolving landscape: become more relevant, more intelligent and future-ready.


Become even more relevant by orchestrating the ecosystem, consultative policy making and shaping conduct through outreach and education.


Use data and analytics to be more anticipatory in service delivery, more calibrated in actions and gain better situational awareness.


Adopt new ways of working underpinned by greater agility and extensive new-skilling at scale.

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