To adapt to changes in the society, technology trends and the evolving economic competitive environment, government institutions and agencies need to continuously enhance or renew their policies. In doing so, they help provide suitable solutions for various issues regarding security, healthcare, education, infrastructure and the competitiveness of national economies, for example. We use our innovation capabilities and our cross-industry experience to support government organizations in executing change in dynamic innovation cycles in order to improve public sector services.

Digital technology evolution is driving changes in societies at a faster pace than ever before. Citizens and businesses are increasingly better connected online. The growing adoption of digital interaction and mobility is giving people the opportunity to access information easily and choose what fits their needs; to conduct transactions faster and to be flexible in how they spend their time. These changes in the society pose new challenges for Governments in meeting the demand of citizens and facilitating the competitiveness of businesses. That is why innovation is being recognized by the leadership in the public sector as an engine that should enable a significant improvement of the quality of government services to citizens and businesses through smart utilization of resources as well as increased productivity. Key issues involve:
  • Delivering value to citizens and businesses in the new digital age
  • Redesigning and implementing policies to address new social, environmental and economic challenges
  • Enhancing collaboration among public sector organizations and in public-private partnerships
  • Continuous improvement of efficiency and reduction of administrative burdens

We work closely with our customers to ensure effective adoption of solutions by end users

Government digital workplace

Execution of digital transformation in the public sector, driven by the need to deliver online government services for citizens and businesses, the reduction of administrative burdens, faster and accurate response of governments services. These lead to the need for faster and secure access to information anytime and anyplace from different devices, but also the need for a government digital workplace that empowers government workers in performing by delivering high value service to citizens and businesses in collaboration with stakeholders both in the public sector and the private sector.

Governance of business transformation in the public sector

Working with the senior management, we have developed and applied a governance framework that is aimed at helping government organizations to successfully manage the decision making process and stakeholder management in business transformation to execute innovation in the public sector. During our work with clients, we have experienced the management challenges in changes processes in the public sector, where a dynamic political environment and stakeholders from different government agencies with specific mandates need to collaborate. Our solutions address the challenge of achieving effective collaboration in developing and implementing digital innovation that involves not only IT systems but also business processes and organizational capabilities.

Defining and implementing success factors for the execution of institutional innovation in the public sector

In the public sector, strategic management of innovation generally involves the execution of institutional innovation. These are multi-years change initiatives by governments based on a profound revision of existing laws and regulations but also the introduction of new laws and regulations. An example is the revision of tax laws and regulations that lead to major changes that account for institutional innovation affecting policies, organization capabilities, business processes, IT systems and collaboration across organizational boundaries. This type of innovation appears to be complex in the execution phase as changes should be managed in dimensions simultaneously. We have experience in implementing institutional innovation in collaboration with the leadership in the public sector.

Smartcard services

Smartcards are increasingly used to enable digital transactions. Business areas of applications involves online payments (contactless), identification and access control, information/data exchange and cybersecurity. However, business areas of application evolves as new technologies emerge and provide opportunities for innovative solutions. In addition to the need for integrating different technologies, key issues we address involves applying process innovation to significantly improve the quality of workflow, to strengthen and secure information flows between systems and the organization(s) involved, achieve a cost effective solution.

Personalized and secure digital services

The experience of citizens and businesses using products and services has become a determinant element of the value created by public sector organizations. In order to improve the experience of citizens and businesses in using public sector services, personalization has become part of digitalization. However, delivering personalized and secure digital services requires a proper understanding of the complexity of the backend processes and systems with large volumes of data as well as the need for scalable solutions. We have gained expertise in designing and implementing personalized and secure digital services for organizations in the public sector.

Governments’ reform initiatives are driven by the need to continuously improve the delivery of public service and create value for citizens and businesses. In our view, the value created by the government agencies is reflected in the resulting experience of citizens and businesses. This resulting experience is largely influenced by relationships, interactions and expectations between citizens and businesses on the one hand and government agencies on the other hand. We have developed a value model for the public sector service delivery from a stakeholder’s perspective. We apply the value model during the execution of innovation projects and programs in the public sector to enhance the value creation process and the resulting experience.