There is no debating the digital future is here—and it’s impacting government. Citizens want public services 24/7, mobile, anticipatory, personalized, and simple—just like they get from other service organizations. In fact, research by Accenture shows that nearly three quarters (73 percent) of U.S. citizens hold government to “the same or higher” standard as their commercial providers.1 In other words, they want their government to be as smart as their smartphone. They want their government in their pocket. They demand a government that is ready and available when they are.
The central challenge for public sector leaders is this: Design government organizations for this new digital world or lose public support and legitimacy.
We have redesigned governments before in the face of such massive change. The last great redesign came at the beginning of the 20th century when we needed to address corruption and to scale services as the nation and economy grew. We needed a design that focused on accountability, transparency, equity, and fairness—and we successfully created it. Yet in today’s digital world, we also need the agility, speed, and flexibility that citizens demand.