Digital Government

Building a public sector that is fit for the future requires governments to digitize existing processes and services—at a minimum. While emerging tools such as artificial intelligence and blockchain hold promise, simply embracing new technologies will not be enough. Achieving coherent reform and comprehensive change will also demand an overhaul of organizational structures, capabilities, governance, work processes, and culture.

BCG’s Digital Government Benchmark Study

The landscape for digital government is a promising but challenging one: although more citizens in more places are using more digital services, governments are still struggling to get digital right.

According to BCG’s 2018 Digital Government Benchmark Study, 78% of the more than 14,000 respondents said they believe digital government services have improved over the past two years. (The biennial study has been conducted since 2012.) At the same time, however, net satisfaction scores globally have declined by an average of 10% across all 26 of the individual digital government services covered by the study.

Additional Insights

BCG’s Center for Digital Government

BCG serves our government clients around the world with more than 100 experts who are dedicated to introducing and fully integrating digital approaches in the public sector.

BCG’s Center for Digital Government works with government leaders to unlock the potential created by advancing technologies. We collaborate with clients to deliver citizen-centric digital services and harness the power of data and analytics to fundamentally reimagine and transform business models for governments.

BCG’s Offerings in Digital Government

Digital Strategy and Roadmaps

Digitization at the national level is a high-stakes endeavor that countries cannot afford to get wrong. We work with governments around the world to assess their digital maturity and identify opportunities to accelerate their digital transformation journey.

Explore BCG’s Digital Acceleration Index

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Digital Services Transformation

To transform the end-to-end digital journey, BCG reimagines the entire experience by addressing citizens’ major pain points and unmet needs, deploying digital technologies, and streamlining underlying processes through techniques such as lean, automation, and robotics.

Read about BCG’s end-to-end digital transformation

Digital and Data Platforms

It is fundamental to start modernizing IT early in the digital transformation journey. A critical first step is implementing a data and digital platform, which decouples the data layer from legacy systems to facilitate data sharing and usage. It helps develop an interface between digital services and digitized processes.

Learn about BCG’s digital and data platfoms

Agile Enterprise for Public Sector

Agile is a new way of working that enables a public organization to be more nimble, more focused on citizen value, more attractive to talent. It also helps drive better outcomes and achieve impact by delivering services and products to constituencies more quickly.

Discover BCG’s large-scale agile transformation

Value-Based Policy and Services

By developing the capabilities required to use big data and advanced analytics, governments can create significant public value by more effectively using the data they create, publish, and have access to. Success requires rethinking the role that data and analytics plays in government.

Experience BCG GAMMA

Cybersecurity

The first stage of BCG’s approach to cybersecurity is to assess how secure your organization is now. In the second stage, using the risk registry developed in the assessment stage, BCG works with you to design a program tailored to your vulnerabilities.

Explore BCG’s cybersecurity

Our Latest Thinking in Digital Government

Responsible AI Builds Trust in Government

To earn the public’s support, government use of advanced analytics must include stakeholder input, proper controls, regular reviews, and contingency plans for lapses.

Now Is the Time for AI-Powered Governments

Governments have been slow to adopt this technology, but they now have the right opportunity and incentives to do so.

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A Better Approach to AI in Government Services

Screening for the high-risk cases is the default in AI risk assessment. But finding the low-risk cases is a much better place to start.

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The Citizen’s Perspective on the Use of AI in Government

Realizing the full potential of AI will take more than developing IT capabilities. The public must trust that its use will be both legal and ethical.

How to Supercharge Your National Digital Transformation

Most government-directed digital transformations fail in entirely predictable—and avoidable—ways. Don’t fall into these five traps.

Getting to Agile at Scale in the Public Sector

The public sector is adopting agile but not yet at scale.

Partnerships & Capabilities in Digital Government

Our multidisciplinary team of digital experts and strategic partnerships enable us to deliver a holistic approach. Together, we bring to bear experience in applying emerging technologies, creating excellent end-user experiences for government services, and building internal capabilities and delivering change at scale.

Our teams leverage data to optimize policy and service delivery and develop and implement strategies and roadmaps that shape the government of the future.