2023年政务服务转型趋势报告

Deloitte。Insghts概要是跨领域趋势，其中包括跨越政府垂直管理的和政府与外部机构目录引言4.企业和公共部门的界限日益模糊。企业在仍然关注利润的同3482.PewResearchCenter,“Publictrustingovernment:3.ClaireKlobucista,“Aguidetoefforts,”CouncilforForeignRelations,December05,4.TheRANDBlog,“Whocallstheshotsduringapan-demic,theUSgovernmentorstates?Q&AwithRANDexperts,”April16,2020.5.ShiraBeery,JohnMennel,apurposedeliversvalReport,CybersecurityVentures,2022.8.GovTechSingapore,“Wholeofgovernment(WOG)platformsandtools,”accessedJanuary02,2023.9.EuropeanCommission,“EuropeanChipsAct—ques-tionsandanswers,”pressrelease,February08,2022.13也有机遇（提高员工保留率和参与度，并通过内部流动获得学习456事实上，一些政府部门正在将员工流动性纳入本部门的文9.在公共部门和私营部门之间流动。通过白宫以及联邦总务管12 1520212223242526272931该通过激励跨部门行动创造更多公共价值。为了在员工队伍中培养3233343536未来展望hybridworkenvironm2.USBureauofLaborStatistics,“Numberofjobs,labormarketexperience,maritalstatus,andhealth:Resultsfromanationallongitudinalsurvey,”news4.AccordingtoJaneDatta,Nreallyjustpushesopenthedoorsofopportunitytoourworkforcetoconsiderprojects,rotations,details,andthesekindsofexperientiallearningopportu-nitiesthatmightnoteverhavebeenpossibleoreventhoughtoforconsideredbefore.”See:NicoleOgrysko,“Hybridworkbringsnewprofessionaldevel-December17,2021.5.Forinstance,Adobeusesadata-driven“careerdiscovery”tooltohelpemployeesexplorenewrolesbasedonmovesthatothersatsimilarlevelshavemadepreviously.See:BrianMiller,“HowweinspiregreatperformanceatAdobe,”AdobeBlog,May9,6.DrewFriedman,“Howagenciesaretryingtokeepearly-careeremployeesinfederaljobs,”FederalNNetwork,November8,202publicadministrations,October2021.8.GovernmentofCanadaWiki,“Canada’sFreeAgents,”accessedFebruary15,2023;Thatpublicservant,“Roamingfromcoast-to-coast:ThelifeofaFreeAgent,”GovernmentofCanada,March12,2020.9.AustralianPublicServiceCommission,“Movementofemployees,”accessedFe11.CentralIntelligenceAgency,“CIAadapttofuturechallenges,”October7,2021.12.AdelineTan,“Morepublicservantsquitlastyear:13.JustinDoubleday,“WhiteHousedevelopingcyberworkforcestrategytobemore‘actionoriented’,”14.Forinstance,IBM’sSkillsBuildprogramofferstrainingtopotentialhiresatarangeofeducationallevels,creatingapipelineforcandidateswithnontraditionalbackgrounds.AndUnileveroffersemployeestheop-portunitytogrowtheirskillsetsthroughcross-func-tionallearning.“We’rebeginningtothinkabouteachroleatUnileverasacollectionofskills,ratherthansimplyajobtitle,”saysAnishSingh,headofHRforUnileverinAustraliaandNewZealand.See:ThereseRaft,“Unileveristurningtheworkweektowardskillsoperatingmodelforworkandtheworkforce,DeloitteInsights,September8,2022.16.OPM,“OPMreleasesskills-basedhiringguidance,”18.RoyMaurer,“LinkedInlaunchesskills-basedap-19.IndianaDepartmentofWorkforceDevelopment,“IndianaOfficeofTechnologybecomesfirststateagencytoearnSEALcertification,”pressrelease,December16,2019.20.DennisTrinkle,“Howskills-basedhiringwillhelpresolveIndiana’sbiggesttechtalentchallenges,”21.KathyGurchiek,“Insearchforqualifiedworkers,Marylanddropsrequirementfor4-yeardegree,”22.DefenseInnovationUnit,“TransformingDoD’saccesstotalent,”April21,2022.Collarworkforceinajusttransi24.AmericanInstitutesforResearch,“Measuringskillsatwork:Lessonsfromthefield,”accessedFebruary15,2023;MilGears,“Empoweryourcareerplanning,decisionmaking,andprofessionalgrowth,”accessed26.MedarbejderogKompetenceStyrelsen,“Virtualledelse:Inspirationogværktøjer,”November2020;GovernmentofCanada,“Toolkitforvirtualandhy-AuthorityforGovernmentHumanResources,“Theguideofremoteworkingsysteminthefederalgov-ernment,”2020;USOfficeofPersonnelManagement,“Hybridworkplacetipsforsupervisors,”accessed27.Adobe’sdashboardtracksprogressonhowanemployee’sworkalignswithpersonalandbusinessgoals,documentsactionsresultingfromconversa-tionswithmanagers,andcollectsreal-timefeedback.See:Miller,“HowweinspiregreatperformanceatAdobe.”zation:Google,“Googlerreviewsanddevelopment,”29.NationalInitiativeforCybersecurityCareersandStudies,“Cybercareerpathwaystool,”June9,2022.30.OECDObservatoryofPub31.Apolitical,“InArgentina,publicservantsgetpromot-edforlearninghowtoinnovate,”September7,2018.performingcivilservice,”accessedFebruary15,2023.33.DeloittesurveyofmembersoftheUSSeniorExecu-34.GovernmentofCanada,“GCTools:re-imaginedforyou,”November2,2016.35.GovernmentofCanadaWiki,“GCTools/achievements37.DrewFriedman,“It’snotjustlowpaycausingre-tentionissuesforfederalfirefighters,”FederalNewsNetwork,November21,2022预订数据等，以平衡商业与社会效益。基于这些综合数据形成的6杉矶分校加州政策实验室的研究人员开发的工具，通过识别面临910人机交互只是影响政府部门和各级政府之间数据互操作性的因素通生态系统面临的一个棘手难题。在收集车辆位置和行驶里程数21未来展望应该将他们的数据与他们在道德和安全领域的专业知识相结siloswithturbo-chargeddata,DeloitteInsigh2.DeloitteCloud,Acityseeswhat’spossibleforitscitizensandvisitorswithacloud-basedcommandcenter,2019.3.JuergenKlenketal.,Fluiddatadynamics:Generatinggreaterpublicvaluefromdata,DeloitteInsights,4.6Aika,“Results:CarbonNeutralTourism,”April20,5.MaximChantillonetal.,“Finalstudyreport:ProposalforaEuropeaninteroperabilityframeworkforsmartcitiesandcommunities,”DeloitteandKULeuvenfortheEuropeanCommission,July2021.6.GermanLopez,“HomelessinAmerica:Thehome-lessnesscrisisisget15,2022;KirstenMcRae,crisisunlikeanyother,”Urbanet,October25,2022.7.TiffanyFishmanandet.al.,Disruptinghousinginse-curityandhomelessness,DeloitteInsights,January8.EmilyAlpertReyes,“AcomputermodelpredictswhowillbecomehomelessinL.A.Thentheseworkers9.NationalAlliancetoEndHomelessness,“StateofHomelessness:2022edition,”accessed10.Klenketal.,Fluiddatadynamics:Generatinggreaterpublicvaluefromdata.11.AustralianGovernmentDepartmentofFinance,“AustralianGovernmentRecordsInteroperability12.GovernmentofIndiaDepartmentofElectronicsandInformationTechnology,“InteroperabilityFrameworkforeGovernance,version1.0,”October2015.13.EuropeanCommission,“ProposalforaEuropeanInteroperabilityFrameworkforSmartCitiesand15.AuthorinterviewwithDeloittePortugalteam,September9,2022.16.CityofBoston,“NewUrbanMechanics,”accessed17.NewUrbanMechanics,“Numinastreetsensors,”November10,2021.18.NewUrbanMechanics,“Digitaltransparencyinthepublicrealm,”November10,2021.19.WorldEconomicForumandDeloitte,Governingsmart20.TiffanyFishmDeloitteInsights,November8,2022.21.AuthorinterviewwithDeloitteSmartMoveteam,August20,2022;SmartMove,“SmartMovesetsBrus-selsontherighttrack!,”accessedDecember13,2022.EdRoddis,MarkBussow,TiffanyFishman,andUrsulaBrennan1234的结果。澳大利亚“福利预算”在多个政府机构之间共享，旨在应对持续上涨的生活成本，提供可负担的儿童护理服务，增加带薪产假等。250250万美元世界各地政府正在启动共享资金机制，旨在促进政府间和跨部门公室协调和监督全政府项目，来自多个部门的高级官员组成团队鼓励政府机构与企业、公民和其他利益相关者积极合作开发解决6913151920222425未来展望曼彻斯特市议会前首席执行官（1998-2017年前大曼彻斯特联合政府有偿33341.PiaAndrews,“Breakinggovernmentsilosthroughholisticserviceintegration,”Apolitical,March23,2022;originallyinWillDeloitteInsights,March24,2022.3.MaximilianFreieretal.,“NextGenerationEU:Aeuroareaperspective,”EuropeanCentralBank,January4.Italy,forexample,hassupplementeditsNGEUfundswitha€30.6billion“complementaryfund;”see:An-dreaPoggi,NextGenerationEUfundingandthefutuofEurope,Deloitte,October25.GovTechSingapore,“Wholeofgovernment(WOG)platformsandtools,”accessedJanuary2,2023;Khari-naZainal,“Reviewingwhole-of-governmentcollabo-rationintheSingaporepublicservice,”CivilService6.YasmineYahya,“Publicservicetogofrom‘whole-of-government’to‘whole-of-nation,’”Straitsproach,”December10,2022.7.KatharineMurphyandAdamMorton,“‘Rewiringthenation:’AlbaneseandAndrewsgovernmentstojointlyfundrenewableenergyzones,”TheGuardian,October19,2022;AneeqSarwarandJeffreyWilson,“TheNationalReconstructionFund—Australia’snew-estvehicleforadvancingindustrialdevelopment,”AiGroup,November23,2022.8.AustralianGovernment,DepartmentofClimatechange,EnergyandEnvironmentandWater,“Re-wiringtheNationsupportsitsfirsttwotransmissionprojects,”October19,2022.9.AustralianGovernment,DCCEEW,tiondealtofast-trackcleanenergyjobsandsecurity10.CoalitionfortheHomeless,“TheWayHomepartner11.CoalitionfortheHomelessofHouston/HarrisCounty,“TheWayHomepartnerportal,”accessed12.AtiriktaKumar,“Houston’sfighttodecriminalize15,2022;MichaelMurney,“HoustonCityCouncilapproves$7.1millioninCOVIDfundingtoclearhomelessencampments,”Chron,JuCoalitionfortheHomelessofHouston/HarrisCoun-13.LucioVasquez,“Houstonreceives$45millioninfed-eralfundstocombathomelessness,”HoustonPublic14.CatherineVillarreal,“CityofHoustonandHarrisCountyannounceunprecedentedinvestmenttohousethehomeless,”CoalitionfortheHomelessofHouston/HarrisCounty,Januar15.MichaelKimmelman,“HowHoustonmoved25,000peoplefromthestreetsintohomesoftheirown,”16.FamilyLeagueofBaltimore,“Aboutus,”accessedJanuary2,2023;JitinderKohliandAnneDeSupportinghealthycommunities,DeloitteInsiAugust2,2017.17.TechnologyModernizationFund,“Mission&guiding18.USGeneralServicesAdministration,“NewTechnolo-gyModernizationFundinvestmentstoboostnetworksecurityforcriticalservices,”June21,2022;Technol-ogyModernizationFund,“Investments,”accessedJanuary2,2023;USGeneralServicesAdminist“TechnologyModernizationFundismakingiteasierandmoresecureforveteranstoaccessbenefitsandministration,“TMFinvestsinimprovingpublic-facingservices,bolsteringcybersecurity,”August3,2022;USGeneralServicesAdministration,“TheTechnologyModernizationFundannounces$9millionfortrans-formativeprojectstoprotectpersonaldata,modern-izekeysystemsattwoagencies,”March7,2022.19.USGeneralServicesAdministration,“GSAhighprogressoncitizen-facingdigitalservices,cybersecu-rityinfirstyearofAmericanRescuePlan,”March10,20.USGeneralServicesAdministration,“TechnologyModernizationFundismakingiteasierandmoresecureforveteranstoaccessbenefitsandservices,”April19,2022;USGeneralServicesAdministration,消除资金孤岛40“TMFinvestsinimprovingpublic-facingservices,bolsteringcybersecurity,”August3,2022;USGeneralServicesAdministration,“TheTechnologyModerniza-tionFundannounces$9millionfortransformativeprojectstoprotectpersonaldata,modernizekeysystemsattwoagencies,”March7,2022.21.NSWGovernment,“Ismyprojecteligible?,"January2,2023;AlitaSharon,“DigitalRestartFundsupportsmoreprojectsinNewSouthWales,”Open-22.Urbis,“EvaluationoftheDigitalRestartFund,”NSWDepartmentofCustomerService,March23,2022;NSWGovernment,“2021–2022inreview,”2022.23.CaliforniaLaborandWorkforceDevelopmentAgency,Governor’sOfficeofPlanningandResearch,andGovernor’sOfficeofBusinessandEconomicDevelopment,“CommunityEconomicResilienceFund24.Governor’sOfficeofPlanningandResearch,“Com-munityEconomicResilienceFund,”25.GovernmentofCanada,“TheCanadaCommuni-ty-BuildingFund,”July13,26.HMTreasury,GeorgeOsborne,andPhilipHammond,“DevolutiontotheGreaterManchesterCombinedAuthorityandtransitiontoadirectlyelectedmayor,"Gov.ukNovember22,2017;LocalGovernmentAsso-ciation,“Experiencesofemploymentandskillsdevo-lution:GreaterManchesterCombinedAuthority,”September10,2020.27.InstituteforGovernment,“DevolutiontoGreater29.UniversityofManchester,“StudylinksdevolutioninGreaterManchestertomodestimprovementinlifeexpectancy,”September29,2022.30.HughAlderwick,“UnderstandingtheimpactofdevolutioninGreaterManchesteronhealth,”HealthFoundation,September29,2022.31.IntelligentTransport,“£69.5milliontransportfundingboostconsideredinGreaterManchester,”32.GreaterManchesterCombinedAuthority,“Devolution,”2017.33.WestMidlandsCombinedAuthority,“PlanstogivegreaterpowerstotheWestMidlandswelcomedasLevellingUpstrategyispublished,”February2,2022.34.DanielHarariandMatthewWard,“Levellingup:WhataretheGovernment’sproposals?,”HouseofCom-monsLibrary,February18,2022.•个人定制化（围绕市民需求设计）个性化/主动服务生活事件触发人群/区域细分.政府及其所服务的个人之间：定制化消除政府和个人之间繁琐程序带来的7910131821 2527282931研究3234353641424445未来展望digitaltransformation,DeloitteInsights,May3,2021.2.JackAldane,“UNwarnsagainst‘one-size-fits-all’policyforgovernmentdigitalservices,”GlobalGovernmentForum,October4,2022.3.DeloitteDigital,“CustomerServiceExcellenceSgovernment,DeloitteInsights,September22,2021.PandemicAffectedBlackandWhiteHouseholds,”UnitedCensusBureau,Juchez-Páramo,“COVID-19willhitthepoorhardest.Here’swhatwecandoaboutit,”blog,WorldBank,April23,2020.6.Singpass,“Singpass-YourImprovedDigitalI7.SeniorsGoDigital,“ProjectAim8.Gov.sg,“Mission:Digitaltrainingfor100,000seniors,”September09,2020.10.WorldHealthOrganization,“DisabilityandHealth,”November24,2021.11.SociétédeTransportde“TheSTLLaunchestheSTILCompaNetwork,”August18,2021.12.KellyGreig,transitappforpeoplewithintellectualdisabilities,”13.NationalAgingandDisabilityTransportationCenter,“2021TrendsReport,”accessedJanuary20,2023.14.HMGovernment,“LevellingUptheUnitedKingdom,”15.TheWhiteHouse,“Justice40AWhole-of-Government16.UnitedNations,“Reducingpovertyandinequalityinruralareas:keytoinclusivedevelopment,”May20,17.IndiaDepartmentofJustice,“Tele-LawScheme,”18.TheHindu,“Indialaunchesfreelegalaidviavideoconferencingtovillagers,”June13,2017tweenRural,UrbanandSuburbanAmerica,”Pew20.AaronC.BoleyandMichaelByers,“ga-ConstellationsCreateRisksinLowEarthOrbit,theAtmosphereandonEarth,”Nature,May20,2021.22.JasonMurdock,“SpaceXStarlinkInternet‘Catapult-edUsIntothe21stCentury,’NativeAmericanTribe23.MichaelKan,“NativeAmericanTribeGetsEarlyOctober8,2020.24.Twitter,“TweetfromtheHohTribe,”October7,2020.26.GustavJeppesen,“OneAndDone:AHumanApproachToGovernmentServiceDelivOctober11,2022.27.SirDavidVarney,"Servicetransformation:Abetterserviceforcitizensandbusinesses,abetterdealforthetaxpayer,"Gov.uk,December2006.28.Gov.uk,“Whattodoaftersomeonedies:TellUs29.Gov.uk,“100%coverage,anincreaseinonlineusersandawardnominationsforTellUsOnce,”accessed30.SCOOP4C,“UnitedKingdom'sTel31.Gov.uk,“20September2022:OneLoginforGovern-mentAccountingOfficerassessment,”September29,32.Gov.uk,“OneLoginforGovernment:December2021update,”December1,2021.33.GlobalGovernmentForum,“EstoniastepsupvirtualernmentChiefDataOfficerOttVelsberg:BürokrattisSirionsteroids,”January21,20al,DeloitteInsights,January15,35.JaanaLeikas,etal.,“tion:ACaseStudyofAuroraAI,”FrontiersinArtificialIntelligence,February10,2022.formation:ACaseStudyofAuroraAI;”MinistryofFinance,“ImplementationofthenationalAuroraAIprogramme,”accessedJanuary20,2023;William“PandemicHastensGovernments’DigitalTransfor-37.SusanFourtané,“AuroraAI:Finland'sNationalArti-ficialIntelligenceProgram,”InterestingEngineering.38.Deloitte,“Ablueprintforenhancedcitizenexperienc-41.OfficeforNationalStatistics,“ImpactofCOVID-19onONSsocialsurveydatacoll42.NSWGovernment,“SeniorsCardgoesdigitalfor30thanniversary,”April1,2022;NSWGovernment,“100,000SeniorsnowusingdigitalSeniorsCard,”July28,2022.43.NSWGovernment,“100,000SeniorsnowusingdigitalSeniorsCard,”July28,2022;NSWsavings,morebusinesses,betterSeniorsCardPro-gram,”November9,2020.44.NSWGovernment,“Moresavings,morebusinesses,betterSeniorsCardProgram."45.Accesscomputing,“WhatisanIndividualizedEduca-为政府更好地提供服务奠定基础。解读数据：后台部门通过创新改善履职能力全球大多数管理者正在使用人工智能改善前端和后端系统2019财年468962020财年..2021财年.联邦/中央州/省234789151719未来展望21.克服相互孤立的技术系统：许多部门在碎片化的旧系统中存储数据。跨部门整合数据能够成倍提高履职效能，完善跨部.创新不只是采用新技术：创新需要重新设计能够适应新技术1.PattiBrennan,“HowNIHisusingartificialintelligencetoimproveoperations,”NationalLibraryofMedicine,November19,2019;alsosee,NationalInstitutesofHealth,“Assistedreferralto2.Brennan,“HowNIHisusingartificialintelligencetoimproveoperations.”ofPublicSectorInformation,November2019.7.GianlucaMisuracaandColinvanNoordt,AIwatch:missionJointResearchCentre,2020,pp.43–44.8.MiguelEirasAntunes,JeanGGuerreirodeOliveira,Urbanfuturewithapurpose:AI,DeloitteInsights,December13,20210.MichaelDeebleandRichardNuranincreaseinonlineusersandawardnomina-tionsforTellUsOnce,”DepartmentforWorkandDecember2015;MaryAnnMonroe,“Governmentservicesthroughalifeeventsapproach,”D,tanceof"being"digital14.LukeCavanaugh,“Opinion:TheMalaysiangovern-ment’soverabundantappdevelopmentisareminderofdigitalgovernment’slongevitychallenge,”GovIn-siderAsia,September19,15.X0PAAI,“VITALpartnersX0PAtomakehiringcessesmoreeffectiveandefficient,”VITALShared18.UniversityofOxford,“UsingAItoimproverefugeeintegration,”newsrelease,October3,2018.19.ObservatoryofPublicSectorInnovation,“Annie™MOORE(MatchingforOutcomeOptimizationandRefugeeEmpowerment),”September16,2020.21.PaulRogersandHernanSaenz,“Makeyour22.MingEnLiew,“Singaporegovernmentagencylaunchesautomationplatformforwholeofgovern-ment,”GovInsider,September23,202223全球监管机构已将沙盒作为测试创新商业模30多个国家实施的监管科技措施的数量备注：监管技术是指帮助监管机构使用创新技术支持监管的监5国际清算银行的一项研究分析了进入英国金融科技监管沙盒如何7151718低排放汽车免征购置税、车辆登记税、进口税和每年的道路交通272829323536383942未来展望.鼓励整个产业的生态系统将创新从实验室推向市场:监管机构4344优化监管以支持创新72优化监管以支持创新731.NickFerris,“DataInsight:ThePermittingProblemforEUWindFarms,”EnergyMonitor,April5,2.SanjayPatnaikandRayanforCleanEnergyInfrastructureWork?,”Brookings,September28,2022.TempleUniversityBeasleySchoolofLaw,April8,5.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和美国护理联合会，2023年1月23日 182021通过合作实现全生命健康83