Delivering for citizens: How to triple the success rate of government transformations
- era Allas, Martin Checinski, Roland Dillon, Richard Dobbs, Solveigh Hieronimus, Navjot Singh
- Jun 2018
- McKinsey Global Institute
- International
In many countries, citizens are increasingly dissatisfied with government services—and compare them unfavorably with nimble, app-driven services in the private sector. Governments know they must transform; the task is made all the more urgent by megatrends such as population aging,urbanization, and the need to reskill workforces. Unfortunately, 80 percent of government transformations fail to meet their objectives. This report shows how governments around the world can learn from the 20 percent of change efforts that do achieve their goals. It identifies five disciplines which together can more than triple the chances of success of such transformations—but which require a set of change-management and delivery capabilities quite distinct from the policy expertise that has long been at the heart of government. The good news is that innovations in citizen engagement, design thinking, and technology-inspired approaches are making the task of government transformation easier and opening up new horizons for better, faster delivery.
