Striking a delicate balance
In response to COVID-19, public service organizations had to rapidly change ways of working. This was essential to keep the extraordinary work of government going at an extraordinary time. Now agencies can take action to sustain positive change. This change can benefit the workforce and the citizens and businesses that rely on government services.
Successfully transforming ways of working means balancing productivity and safety. The extent of the challenge here depends on the role itself. Remote work will continue for back-office roles. But it could raise data privacy, security and productivity issues, as well as putting a strain on mental health. Public facing roles will contend with another set of concerns. The silver lining is that even though various role-based challenges exist, this is an unprecedented moment to fundamentally change how public services will work in the future.
Start building the future. Now.
There are four interconnected areas that can help drive change. These areas build on and reinforce each other. They are grounded in data, analytics and technology and should be executed with a “truly human” focus. With new capabilities across people, organization, culture and leadership, agencies can create a more resilient workforce and deliver improved citizen services.
A foundation for the never normal
By committing to a virtuous circle of discovery, blueprinting and transformation, agencies can elevate both workforce and service experiences. It’s all about being agile and adaptive. That’s how agencies become more resilient for the challenges and opportunities ahead. And how they outmaneuver uncertainty.