ASK A FUTURIST: WHAT WILL THE FUTURE OF PUBLIC SERVICES HOLD?

Like you’d imagine, public services face growing demands for greater efficiency and personalization alongside budget constraints. Innovations in digital governance, data analytics, and customer-centric services promise to transform public service delivery while rebuilding waning trust.

Governments were forced to rapidly digitize throughout the pandemic – scaling remote access, virtual assistance, and touchless processes. Digital public infrastructure from cloud to broadband now provides the foundation for the next transformation. Exploring how emerging technologies can enhance access and transparency while cutting red tape and costs tops policy agendas.

Artificial intelligence and automation will drive huge gains in back-office efficiency this decade. AI already streamlines application reviews and case management for many government agencies. Chatbots and virtual assistants provide 24/7 self-service, reducing inbound inquiries. Robotic process automation handling repetitive administrative tasks halves processing times in many trials. As technology matures, scaling such efficiency savings frees up resources to enhance human-centered services.

However, governments must earn public trust around such technologies. Principles-based AI guidelines, impact assessments and transparency over use cases reduces perceived risks from automation. measurable gains in cost savings, customer satisfaction and service levels make the case. Still, policies emphasizing user control over fully automated decision-making builds faith.

Data sharing also enables innovation. Opening datasets like transportation usage safely provides valuable insights to plan infrastructure or model virus outbreaks without compromising privacy. Governments collaborating with academia, non-profits and responsible businesses can solve pressing issues at scale.

Citizen experience sits at the heart of public sector transformation. User research and human-centered design will personalize services and touchpoints. Imagine contextual push notifications, just-in-time assistance tailored to life events like having a baby or targeted health resources based on your needs. Federated digital identity models also enable seamless access across agencies.

Through new technologies and customer obsessed cultures focused on inclusion, impact and integrity, the future of public services can rebuild social capital and trust. More responsive, transparent and accountable institutions demonstrate the public sector’s continued relevance solving society’s greatest challenges.