2020 Government & Public Services Industry Outlook

Building the government of the future, right now

2020 marks the beginning of a new decade and a future where government’s ability to adapt and evolve will define success in serving citizens. Governments aren’t just adopting new technologies, but many are embracing a “digital first” approach. While the use of technology by government rightly garners a lot of attention, it is people that are still the heart of government. It is the power of people plus technology that can drive true transformation.

2020 Government & Public Services Industry Outlook

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Mike Canning discusses four key trends in the public sector for 2020

To me, the power of people is centered on diversity and inclusion. A diverse workforce in government—and in the organizations serving government—brings better ideas to the table, which helps drive innovation. Ultimately, it’s all about delivering a great experience to those served by government, which is why diversity and inclusion will continue to be a passion of mine in 2020 and beyond.

Technology is a critical tool in responding to citizen needs. By enabling governments to be far more efficient internally, it allows them to devote more resources to their mission of serving citizens.

But technology alone isn’t enough. It’s all about using technology to deliver customer service that matches the best organizations in the private sector. Government agencies are becoming more agile, both in their internal processes and in meeting their overall missions. Citizen-centered design needs to be a priority government-wide to help ensure that new technology delivers for people.

What does the future of government look like? In our work with the most innovative public sector leaders, we’ve seen several trends that will shape the coming years. The “Future of Government” is upon us—and it is promising. Here are some key trends.

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A bright future

At times, the technology tsunami that we are experiencing can feel overwhelming. But if we keep our focus on how technology will benefit the people government serves—and help ensure that the workforce using technology is diverse and inclusive—I feel confident that the future is bright.

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Look again

In today’s rapidly evolving marketplace environment, key business issues are converging with impacts felt across multiple industry sectors. What are the key trends, challenges, and opportunities that may affect your business and influence your strategy? Look for more perspectives and insights from some of Deloitte’s forward thinkers.

Discover more Industry Outlooks.

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1 Stuart Wolpert, “Predictive policing substantially reduces crime in Los Angeles during months-long test,” UCLA Newsroom, October 7, 2015. View in article
2 The National Center on Homelessness among Veterans, Research annual report FY 2017, accessed May 7, 2019; Jack Tsai, “Homeless veterans,” US Department of Veteran Affairs, accessed May 7, 2019. View in article
3 Tajha Chappellet-Lanier, “VA celebrates early success metrics from the relaunch,” Fedscoop, February 19, 2019.
6 Frank Mirabal et al., “Albuquerque: Connecting immigrant-entrepreneurs to financial services,” The Public Engagement Roadmap, accessed May 24, 2019.
10 Tiffany Dovey Fishman, William D. Eggers, and Pankaj Kishnani, AI-augmented human services, Deloitte Insights, October 18, 2017.
12 Deloitte case studies, “Predictive police in Chicago,” accessed April 30, 2019

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