德勤：2021年政府趋势报告（英文版）（122页）.pdf

APPROVED Government Trends 2021 Global transformative trends in the public sector A report from the Deloitte Center for Government Insights The Deloitte Center for Government Insights shares inspiring stories of government innovation, looking at whats behind the adoption of new technologies and management practices. We produce cutting- edge research that guides public officials without burying them in jargon and minutiae, crystalizing essential insights in an easy-to-absorb format. Through research, forums, and immersive workshops, our goal is to provide public officials, policy professionals, and members of the media with fresh insights that advance an understanding of what is possible in government transformation. About the Deloitte Center for Government Insights Government as the Deputy Director for Systems Integration, US Defense Finance and Accounting Service; and has held numerous business/acquisition roles within the US Department of the Navy. She has also twice received the US DoD Medal for Distinguished Public Service and the Secretary of Defense Exceptional Civilian Service Medal. About the authors Government Trends 2021 8 T HE COVID-19 PANDEMIC has acceleratedin some cases, by yearsthe advent of truly digital government. Prior to the pandemic, governments around the world had been making digital advances, although at an uneven pace. While some had made significant progress, others were still in the early stages of digital transformation. The risk of being “less than perfect” was slowing the transition to digital in many jurisdictions. When the global pandemic hit, everything changed. Digital was no longer a “nice to have” for government, but an imperative. Consider digital governments most compelling features: its ability to serve efficiently, scale cheaply, and adapt quickly. The disruption of the pandemic made these features more vital than ever. Globally, the public sectors response to the pandemic resulted in rapid change of the sort generally not seen in government. From telehealth to telework, and virtual courts to virtual education, many large-scale digital innovations were rolled out at unprecedented speed. The digital infrastructure, digital workforce, and citizen-facing connectivity that enabled these successes are not just useful during the pandemic; they will lay the foundation for digital government for years to come. Accelerated digital government COVID-19 brings the next generation of digitization to government Government Trends 2021 9 How digitization has accelerated To meet the needs of the pandemic, governments accelerated their digital journey along three major dimensions: 1. SCALING DIGITAL INFRASTRUCTURE The pandemic brought about a trifecta of challenges for the governments. As public health officials around the world ordered citizens to stay at home and businesses to operate remotely, government agencies grappled with an explosion in demand for digital services, the need to provide such services in a completely remote environment (at least at the time), and handle requests for new services that never existed before. As a result, governments around the world have dramatically scaled their digital capabilities. To meet the trifecta of challenges, governments have turned to three complementary digital approaches to tackle each challenge: i) Ramping up artificial intelligence andautomation As demand soared during the pandemic, governments increasingly turned to automation to keep pace. From automating manual tasks to deploying virtual assistants powered by artificial intelligence (AI), governments used automation tools to provide faster service and reduce human workload. For example, the Romanian Ministry of Labor used robotic process automation (RPA) to distribute direct payments to self-employed workers impacted by COVID-19. Of the 285,000 claims processed, 96% were automated, with each claim taking 36 seconds as opposed to 20 minutes when processed manually.1 In the United States, the Department of Housing and Urban Development, National Institutes of Health, and Internal Revenue Service used RPA to help their employees move from low-value to high- value work and to effectively tackle the spike in demand for critical services.2 Similarly, AI-powered virtual assistants, chatbots, and “virtual doctors” helped governments provide a quicker COVID-19 response by answering citizen queries, tracing contacts, and overcoming language barriers. For instance, Frances AlloCovid service used an AI-based voice assistant to direct citizens with coronavirus symptoms to appropriate health care professionals.3 Meanwhile, Brazil used AI-enabled robots to assist with contact tracing.4 These adoptions are not likely to recede after the pandemic. With 79% of government officials indicating that automation is making a significant positive impact on their business, adoption of automation is likely to continue.5 ii) Harnessing cloud solutions The pandemic forced governments not only to meet a sudden surge in service demand but to do so remotely. The result was that many governments had to quickly pivot their workforces to remote work and create new channels for virtual service deliveryall at scale, in a matter of weeks. For many, the answer to this challenge lay in harnessing the cloud. With 79% of government officials indicating that automation is making a significant positive impact on their business, adoption of automation is likely to continue. Government Trends 2021 The United Kingdoms Spending Review 2020 has set aside 600 million to upgrade government IT in order to improve security, effi ciency, and administration. Australias Digital Business Plan has dedicated an amount close to AUD 800 million that, among other things, will support the development of whole-of-government capabilities such as digital identity, e-invoicing, and the creation of a single, source of business data. The government of Singapores estimated spend on information communications and technology for FY2020 increased 30% over the previous year. The Digital Spain Plan 2025, introduced by the government in July 2020, envisages 140 billion worth of public and private investment during 20202025. The Ontario Government in Canada is channeling CAD 500 million over four years toward modernization projects such as making government services digitally accessible, reducing red tape, and improving government purchasing. Multiple states have channeled CARES Act money toward expanding broadband infrastructure. For instance, Vermont has allocated US$17.4 million, while Tennessee spent US$61 million to improve digital connectivity. Saudi Arabias Ministry of Communications and Information Technology has launched the Universal Service Fund with SAR 9 billion from the government and SAR 6 billion from leading telecom companies to improve digital infrastructure and outreach to remote areas. The New Zealand government announced an investment of up to NZD 15 million in April 2020 to upgrade rural broadband capacity. The government of France has earmarked US$8.4 billion for investments in digital transformation, infrastructure, and startup investment. The Digital Egypt Project of the Ministry of Communication and Information Technology has allocated a sum worth US$375 million to supply fi ber-optic cable connections to all government entities. Malaysias Federal 2021 Budget set aside a sum of US$242.5 million for areas including cybersecurity, Internet of Things and connectivity, digital workforce, and digital transformation of small and medium enterprises. As part of South Koreas Digital New Deal, the government plans to dedicate KRW 58.2 trillion to upgrading public infrastructure while expediting adoption of data and AI throughout the economy. COVID-19led digital investments 11 While there are many solutions for remote work, from remote desktops to virtual private networks, many governments that depended on these solutions found them insufficient for coping with the sudden scale of remote work during the pandemic. Cloud, on the other hand, by its very nature, was more quickly scalable, allowing for a seamless transition to telework. In California, for instance, 90% of around 200,000 state employees were able to smoothly switch to telework owing to the state governments early efforts to pursue cloud.6 The shift to cloud not only allowed employees to work remotely but also helped governments reach citizens. In Singapore, for example, public agencies tapped into “postman.gov.sg,” an omnichannel cloud- based communication tool, to send bulk messages with critical updates to citizens. As of November 2020, the tool had been used to share over 1.3 million messages.7 iii) Building a “whole of government” digital architecture The pandemic also created demand for completely new services. Most government agencies hadnt planned to draft social distancing regulations or coordinate vaccine logistics at sub-zero temperatures. While these and other challenges may have been new to many parts of government, they were not necessarily new to government as a whole. Therefore, the key to success was creating a “whole of government” digital architecture that could make relevant solutions created in one area of government available to another. Although this concept is not new, it has taken on new importance as the pandemic highlighted the need for speedy service delivery and continuity across the public sector.8 By building these efficiencies, governments could increase their public notification capacities, improve security, and collaborate across agencies. This is what platforms such as GOV.UK seek to achieve.9 With the help of tools such as GOV.UK Design System, GOV.UK Notify, and GOV.UK Pay, both central and local governments have been able to ensure speedy service delivery during the pandemic. For instance, by adding GOV.UK Pays payment link functionality, the UK Home Office was able to create an online payment portal within weeks to support payments that previously required the staff to be present onsite.10 In another example, the International Telecommunication Union, the United Nations specialized agency for information and communication technologies, has collaborated with the governments of Estonia and Germany, as well as with the Digital Impact Alliance, to catalyze digital transformation in low-resource countries. The collaboration plans to build a digital government platform based on secure, reusable, and interoperable building blocks that can help low-resource nations deploy and scale their digital services without needing to invest massive resources in building their backend systems.11 Smart Africa, an alliance of 30 African countries that aims to establish Africa as a knowledge economy, is the first implementing partner of the initiative.12 2. CREATING A MORE DIGITAL PUBLIC WORKFORCE Building digital infrastructure is necessary to accelerate the digital drive of the government, but it cant sustain that momentum by itself. Building a digitally fluent workforce is equally essential. The The shift to cloud not only allowed employees to work remotely but also helped governments reach citizens. Government Trends 2021 12 pandemic highlighted the growing need for a tech- savvy, digitally literate public workforce. As a result, governments are driving efforts to raise the digital literacy of their staff. For instance, as part of the UK National Data Strategy released in September 2020, the government announced plans to train 500 public sector analysts in data science by 2021.13 Similarly, the US Office of Management and Budget put its data science reskilling pilot to practical use, deploying trainees to analyze data sets from their respective agencies.14 In another instance, Abu Dhabi School of Government and Abu Dhabi Digital Authority collaborated to launch a specialized platform, in December 2020, to improve technology skill levels of the Emirates public sector workforce.15 Having skilled public sector workers is such an advantage that it is attracting interest from a wide array of partners. Consider Africas Digital Skills for Public Service Employees initiative, developed in collaboration with the World Economic Forum. The initiative helps participating African governments train their workforces in skills critical to recovery efforts, with the added benefit that up to 250 employees get trained free of cost.16 Similarly Indias Mission Karmayogi is a skill development program that aims to educate civil servants in digital technology, through a subscription-based, public-private model.17 Although driven by the digital demands of the pandemic, the skilled workforces developed in these and other programs will help serve the public for years to come. 3. INVESTING IN CITIZEN CONNECTIVITY Finally, the benefits of ramping up digital solutions and promoting virtualization of services can be fully realized only when citizens can access such services. Therefore, building public infrastructure that allows better access to digital solutionsespecially for the most marginalized populationsbecomes necessary. Several nations have announced initiatives to significantly increase their digital infrastructure spending over the next few years. Investments will go toward improvements such as modernizing technology infrastructure, installing fiber networks to increase internet access, and closing the “digital divide” between the best- and least- connected communities. For instance, Spains government plans to invest 20 billion in digital infrastructure over the next three years, with an additional 50 billion in private investment as part of its Digital Spain 2025 initiative.18 Meanwhile, the French government intends to spend 7 billion on digital investments, including upgrading public information systems and ramping up digital inclusion efforts for elderly citizens.19 With more citizens using smartphones to access services, improving mobile connectivity is also critical. Government Trends 2021 13 With more citizens using smartphones to access services, improving mobile connectivity is also critical. Take the case of Thailand, where 5G networks are a pivotal component of the governments Thailand 4.0 digital recovery plan, and have helped to drive collaboration between the public and private sectors.20 Similarly, the Scottish Government announced 4 million of funding to build a series of hubs that would deploy 5G services across the country under the Scotland 5G Connect Programme.21 In Australia, the government allocated approximately US$21.2 million to accelerate 5G deployment, including investing in 5G commercial trials and testbeds across key industry sectors.22 Data signals 1. According to Gartner forecasts, worldwide government IT investments are shifting from devices and data centers to software and IT services, which together are projected to account for nearly half of the US$452 billion of government IT investments in 2021.23 2. In the United States, the Biden administration has