Whole-of-life service delivery

Governments are prioritizing citizen-centric services that support whole-of-life service delivery. For example, Singapore’s LifeSG app integrates over 40 e-services, such as newborn registration and parenting advice, in one platform. This approach simplifies access to essential services across a citizen's life, fostering a more connected and efficient government–citizen relationship.

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Conversational AI and virtual concierges

Conversational AI and virtual concierges enhance service delivery and optimize government resources. For example, Finland's virtual agent network connects citizens to multiple agencies through a single chat, including the Immigration Service, Patent and Registration Office, and Tax Administration. These tools empower citizens and enable employees to focus on complex tasks.

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Tools to evaluate customer needs

To better serve their citizens, governments are adopting tools to evaluate customer needs effectively. For example, social media analytics and surveys provide insights into public sentiments and preferences. This data-driven approach enables more tailored service delivery, aligning government actions with the specific needs and expectations of constituents.

Participatory budgeting

Participatory budgeting encourages citizens to engage in resource allocation decisions. For example, Boston’s government involved young people in deciding how to spend a portion of its capital budget. This approach empowers citizens, fosters a sense of ownership, and promotes transparency in public spending decisions.

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Urban living labs

Urban living labs unite diverse stakeholders (public sector, citizenry, private sector, and academia) to collaboratively design and test government solutions. For example, Finland’s Six City Strategy Framework used such labs to attract 2,400 companies and create over 800 products and services. It’s a model that accelerates innovation and offers real-world solutions.

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Crowdsourcing platforms

Crowdsourcing platforms expand the range of ideas and solutions by soliciting public input. For example, South Korea’s digital platform gathers citizen proposals and facilitates wide-ranging policy discussions. This participatory approach drives policy innovation and ensures government initiatives reflect the needs and desires of the population.

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“Sprint projects”

Agile methodologies are revolutionizing government project management by encouraging short, decentralized "sprint projects." For example, the U.S. Digital Service used these techniques in 166 projects, reducing software development times by up to 75%. This approach results in faster, higher-quality project delivery and allows for more responsive and adaptive public service improvements.

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“One-Team” government

The "One-Team" government model leverages dynamic talent management to better mobilize human resources. For example, Canada’s talent cloud, launched in 2017, created the OneTeamGov virtual community, inviting “connectors, builders, change-makers, innovators, and collaborators” to foster cross-sector collaboration. This approach enhances workforce flexibility and drives innovative public service reform.

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Innovation labs

Innovation labs are designated spaces for developing new ideas and services that drive public-sector progress. For example, Dubai Police created a lab to ideate/prototype security and policing services incorporating AI and natural language technologies. This creativity, experimentation, and collaboration helps governments adapt to new challenges and citizen needs.

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A culture of accountability for customer outcomes

Governments are fostering a culture of accountability for customer outcomes to drive innovation. For example, achievement targets and customer-focused strategies encourage innovation and knowledge sharing among employees. Aligning compensation and budgets with these outcomes further reinforces a culture that prioritizes public needs and incentivizes continuous improvement.

Experimentation

Experimentation helps refine government policies by testing their effectiveness and impact in controlled settings before broader implementation. For example, governments use Predictiv, an online platform creadted by the U.K.-based Behavioural Insights Team, to test and improve policies before deployment. This approach maximizes impact, ensuring that policies are well-designed and effectively meet public needs.

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Anticipatory regulations

Governments are adopting anticipatory regulations to address emerging challenges proactively. For example, the European Commission developed the Scenario Exploration System, a foresight gaming tool, to prototype regulations before they are enacted. This approach helps ensure that regulatory frameworks remain effective and relevant in a rapidly changing world.

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Regulatory technology (RegTech)

Regulatory technology (RegTech) uses AI, big data, and smart contracts to streamline regulatory processes. For example, Australia published its regulations in machine-readable formats on an open platform, automating processes and supporting compliance more efficiently. This innovation enhances oversight and simplifies regulatory adherence for businesses.

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Cloud-based procurement

Governments are adopting cloud-based procurement to enhance efficiency and transparency. For example, the U.K.’s G-Cloud framework allows the purchase of cloud services through a competitive digital marketplace, encompassing over £2.4 billion (US$3.3 billion) in acquisitions. This approach reduces redundancy and improves visibility throughout the procurement process, ensuring more effective use of resources.

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E-identities

E-identities, enabled by blockchain and biometrics, are revolutionizing service delivery by eliminating the need to repeatedly share personal information. For example, Estonia pioneered digital identities, enabling 99% of government services to be delivered online, reducing costs by 2% of GDP annually. This innovation streamlines access and enhances security for citizens.

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“Pay-for-success”

“Pay-for-success” models use performance-based contracts and social impact bonds (SIBs) to finance programs with measurable outcomes. For example, New York State funded a jobs program for former prisoners using an SIB, reducing recidivism by 9-12% and saving taxpayers US$20,400 per former prisoner annually. This approach aligns funding with tangible social impact.

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Dynamic pricing models

Dynamic pricing models help governments adjust fees based on real-time data to encourage desired behaviors. For example, Stockholm’s dynamic pricing for roadways and parking generated US$155 million in annual revenue, tripling the previous fixed pricing. This strategy optimizes resource use and boosts revenue.

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Metrics

Metrics provide the tools to track and analyze data on policy outcomes like health, education, and economics to evaluate the government’s impact on citizen well-being. For example, the Welsh Parliament’s Well-being of Future Generations Act requires the government to enhance citizens' well-being across cultural, economic, environmental, and social metrics. These measures provide a more holistic view of government action outcomes.

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