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Public Services Trends for 2021

The following is a summary of an article published on, a global government services excellence portal launched by the UAE Prime...

The following is a summary of an article published on, a global government services excellence portal launched by the UAE Prime Minister’s Office.

This Insights Brief addresses the five key trends in public services that address the future of government services for both policymakers and citizens alike.

Trend 1: Acceleration of Digital Transformation of Public Services

The COVID-19 pandemic has accelerated the trend of digitization of public services, with governments around the world providing more digital services and improving the user experience. A single digital channel with a unified look and feel across public services can increase trust in the government’s digital brand and encourage adoption.

Trend 2: Increased Automation of Public Services

Automation of public services is another trend for 2021, which can increase productivity by freeing up human support for more important citizen-facing roles and tasks. Automation can minimize mistakes and inaccuracies in the provision of services, saving citizens time and energy. Governments need to adopt an agile-at-scale operating model to harness the benefits of automation.

Trend 3: Expansion in Using Artificial Intelligence (AI)-Enabled Tools

The use of AI-enabled tools has shown governments the importance of expanding AI solutions for increased efficiency of internal operations and responsiveness to citizens' needs. Governments need to start with a clear vision and strategy and build trust in the integrity and security of AI and data sharing.

Trend 4: Rising Interest in Collective Intelligence

Collective intelligence is becoming increasingly popular, with governments harnessing the benefits of collaboration among groups of people to provide a wider range of information, ideas, and insights. In the UK, a global platform was set up to recruit and manage 750,000 NHS volunteers, and in Taiwan, the vTaiwan platform enabled the participation of over 200,000 people to create consensus on digital policy issues.

Trend 5: Expansion in the Provision of Contactless or No-Touch Services

Finally, the trend of expansion in the provision of contactless or no-touch services is growing, with many countries providing such services to reduce physical contact and limit the spread of the COVID-19 virus. Governments need to invest in the necessary technology to provide these services.

In conclusion, these trends indicate that the future of government services will be more digital, automated, and focused on providing personalized, efficient, and secure services to citizens.


Sun Jan 31 2021

2 Min Read

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