Consumer expectations of digitization and AI technologies are affecting all industries and sectors, and the government is no exception. But in the face of challenges, including increasingly strident calls to do more with less, many government agencies can strain to deliver program benefits, meet the public’s rising expectations of customer service, and build technology and infrastructure on time and on budget.
McKinsey’s Michael Chui sat down with former US deputy chief technology officer Jennifer Pahlka to discuss the history, challenges, and potential opportunities related to the digitization of government services. Listen to the Forward Thinking podcast episode, then check out these insights for more on the intersection of digital technologies and government.
Delivering services to the public—digitally—with Jennifer Pahlka
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Stand and deliver: Three imperatives for civil servants
Government productivity: Practical methods to deliver more with less
Governments can deliver exceptional customer experiences—here’s how