2021-06-14-埃森哲-Mirrored_world_45页_4mb

Technology Vision 2021 for Public Service Summary

Core Content

The Technology Vision 2021 for Public Service report outlines the transformative role of technology in public service organizations, emphasizing the need for leaders to embrace change and innovation in the post-pandemic era. It identifies five key trends that are reshaping how governments operate and deliver services, driven by the rapid adoption of digital tools and the necessity to adapt to new realities.

Main Trends and Key Points

1. Stack Strategically – Architecting a Better Future

• Technology and business strategies are increasingly indistinguishable, with 88% of public service leaders agreeing that the two are becoming inseparable.
• Cloud technologies are central to digital transformation, with 91% of respondents believing that cloud should be the core of their digital capabilities.
• Cloud adoption allows for rapid scaling of services, as seen in the UK Department for Work & Pensions (DWP), which used cloud-based microservices and APIs to quickly adapt during the pandemic.
• Technical debt is a growing challenge, and organizations must move toward technical wealth by developing adaptive and reusable technology architectures.

2. Mirrored World – The Power of Digital Twins

• Digital twins are becoming essential tools for public service, enabling the creation of intelligent, data-driven models of physical systems.
• These models help in simulating, predicting, and automating services, allowing for more enterprise-wide agility.
• The Port of Rotterdam is a notable example, using digital twins and AI to optimize port operations and enhance the shipping experience.
• 86% of public service leaders agree that digital twins are critical for agility, and 91% believe their organizations need a central intelligence hub to manage complexity and model processes.

3. I, Technologist – The Democratization of Technology

• Technology is becoming more accessible to non-IT employees, enabling them to innovate at the point of need.
• Tools like low-code platforms, natural language processing, and robotic process automation (RPA) are making it easier for people to build solutions without specialized skills.
• 87% of public service leaders believe technology democratization is becoming critical for innovation, and 80% expect moderate to significant investments in training for non-IT employees.
• Training must also include security and data governance (89% of respondents agree).

4. Anywhere, Everywhere – Bring Your Own Environment (BYOE)

• The remote workforce is becoming the norm, with 90% of public service respondents agreeing that it unlocks access to hard-to-find talent and expands competition.
• BYOE strategies allow organizations to rethink their workforce models, enabling physical distribution and creative collaboration.
• The NHS in the UK partnered with Microsoft and Accenture to provide Microsoft Teams to 1.275 million staff, enhancing virtual appointments and communication.

5. From Me to We – Multiparty Systems

• Multiparty systems are reshaping how public service organizations collaborate, using blockchain, distributed ledgers, and other technologies.
• These systems support shared data infrastructure, driving efficiency and new business models.
• 87% of respondents agree that multiparty systems are rapidly shifting from ambitious to essential.
• The Office of the Revenue Commissioners in Ireland used a voicebot to deliver 24/7 customer service, showcasing the potential of these systems.

Key Insights

• Leadership in public service is increasingly tied to technology leadership, as the two domains merge.
• Digital transformation is no longer optional but essential for citizen service delivery and organizational effectiveness.
• Innovation is decentralized, with non-IT employees empowered to create solutions using democratized technology.
• Resilience and adaptability are now key priorities, driven by the need to respond to global disruptions and changing citizen expectations.
• Collaboration across sectors is vital, as multiparty systems enable more resilient and adaptable partnerships.

Conclusion

The report underscores that public service organizations must embrace exponential transformation, democratize technology, and rethink traditional models to thrive in the new normal. Leaders are expected to be visionary and agile, driving change through strategic technology choices, innovative partnerships, and inclusive, citizen-centric approaches. The future of public service lies in building a more connected, intelligent, and responsive system that leverages technology not just as a tool, but as a core enabler of success and impact.