The convergence of technology with process, policy, workforce, and regulatory innovations is enabling governments to exponentially enhance service delivery and operations.
Around the globe, we are seeing signs of a renaissance, a moment with the potential for sweeping improvements in service delivery and operations—a transformation that, to some, may seem implausible.
Why the skepticism? Well, trust in governments
worldwide is scraping historic lows,1 with governments often perceived by
citizens as slow-moving, bureaucratic, and risk averse.2
Yet, amidst
this pervasive pessimism, a global scan of government trends offers reason for
profound hope. We’ve identified more than 200 cases worldwide that offer proof
of radical transformation, where government agencies have achieved quantum
leaps, delivering upward of 10x improvements across areas ranging from
operational efficiency to customer experience to mission outcomes.
What constitutes
a “10x” government improvement?
It's a
seismic shift, a literal tenfold reduction in costs or a slashing of cycle time
by a staggering 90%. But more often, it's an intangible enhancement—a vastly
improved customer experience that defies precise quantification yet represents
a marked improvement.
So, what emboldens our proclamation of “10x government” as a defining trend of 2024? First, real-world examples are cropping up globally, showcasing instances of dramatic improvements. More importantly, the ongoing digital metamorphosis of governments—
including digital workflows, cloud-based data and applications, the
use of predictive analytics, and more—that has been unfolding over two decades
has laid a robust foundation for the emergence of artificial intelligence (AI)
technologies, including generative AI.
At its core,
10x government is about convergence—orchestrating a harmonious interplay of
technology, process, policy innovation, workforce, and regulatory changes to
engineer unparalleled results. The ongoing digital revolution has already set
the stage for significant shifts, with telehealth revolutionizing health care accessibility
and cloud computing endowing governments with unforeseen resilience.
Now we are
at another jumping-off point in the digital transformation journey—the AI
revolution. Many governments are using AI to detect fraud, reduce costs,
improve the customer experience, and
streamline
processes. In general, the successful use of AI has been built on top of a
robust digital public infrastructure.3 Not all governments have yet attained a
strong digital foundation.4 But for those that have, 10x improvements are a
real possibility—and, in some cases, are already a reality.
But
technology alone won't cut it. True transformation demands the synergy of
technological advances with business innovations, human-centered design,
behavioral nudges, and breakthrough cross-sector collaborations that enable
agencies to leverage private-sector investment, scale, and technology.5
Deloitte’s
Government Trends 2024 report focuses on quantum leaps in public-sector
performance. Concrete examples bring this narrative to life. Take Houston's
staggering 64% reduction in homelessness since 2011.
6 Or India's
Aadhaar initiative, the unique identifier that's fast-tracking financial
inclusion by an estimated four decades, bringing 80% of the population into the
formal banking system in six years compared to what otherwise was expected to
have taken 47 years.7 These examples serve as testaments to the transformative
power of convergence.
Convergence:
The key to 10x change
The impact
of innovation can be multiplied when several novel approaches are brought
together. This convergence can occur through either serendipity or intention.
A historical
lens provides context. The convergence of innovations between 1870 and 1970
took decades to transform humankind’s productive capability. The internal
combustion engine, the harnessing of electricity and petroleum for energy, and
the telephone and telegraph changed the world.
But, it
often took decades for these innovations to have a major impact, and it often
required additional innovation to scale their impact.8 The light bulb was
invented in 1880, but it wasn’t until the Rural Electrification Act of 1936
that electricity was distributed to rural regions in America.
9 The Ford
Model T rolled into production in America in 1908, but it took the Interstate
Highway Act of 1956 to realize the automobile’s transformative potential.10
In stark
contrast, the combined impact of the internet, the smartphone, and general
computing power ushered in transformative change in under 30 years.
This relates
to 10x government in the current context. Amidst the throes of the fourth
industrial revolution, governments can strategically combine a plethora of new
tools and strategies for transformative impact (figure 1). The power lies in
synergistic convergence: melding disparate tools to birth something entirely
new.
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It should be noted that a trend is considered a trend when it is observed across multiple levels (federal, state, and city) and geographies across the globe.
The trend
should not be confined to a single place or experimental pilots; instead, it
should actually be emerging. Additionally, for something to be recognized as a
trend, it should be relevant to governments and economies of all sizes.
These eight
trends, taking root across the globe, from small countries like Portugal and
New Zealand to large countries like India and the United States, demonstrate
the power of convergence to turbocharge 10x government.
Government
at warp speed: Government leaders worldwide are seeing ever-greater benefits of
increased operational speed. By introducing new technologies along with
reimagined processes, governments can deliver faster services with far less
friction without sacrificing service quality.
State of play: Scores of government agencies across the globe are challenging the widely held assumption that governments typically move slowly.
Many of the remarkable
10x advancements we describe are in speeding up government processes and
service delivery, from benefits eligibility to permitting to procurement.
Unleashing productivity in government: Advances in AI, including generative AI, provide an opportunity to jumpstart a new era of increased productivity in the public sector.
Governments should ensure that they have a solid foundation of digital
capabilitiesincluding data, cloud, and digital processes—and then test and
scale powerful AI applications.
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