政府转型的经验教训

INDEX05INTRODUCTION06THE IMPORTANCEAND CHALLENGESOF TRANSFORMINGGOVERNMENTThe need for change ingovernment has never beengreaterGovernmenttransformations differ fromthose in the private sector10LESSONS FORA SUCCESSFULGOVERNMENTTRANSFORMATIONMake plans based onevidenceCommitDeliver quickly beforescalingBe responsive and engagewith citizens20CONCLUSION21BIBLIOGRAPHY PROMPT: LESSONS LEARNEDFROM GOVERNMENTTRANSFORMATIONSWhile most governments have plenty of ideas about what to change, they often fall short of delivering on theirpromises. Acknowledging that public sector transformations occur only under specific circumstances, this paperoutlines a few lessons that can help public sector leaders plan, prepare, and deliver step-changes in service qualityand efficiency. This paper was prepared for the World Government Summit 2017. THE IMPORTANCEAND CHALLENGESOF TRANSFORMINGGOVERNMENTTHE NEED FOR CHANGE IN GOVERNMENT HASNEVER BEEN GREATERThe pace of innovation is accelerating. For example, Moore’s law – that the number of transistors in an integratedcircuit doubles every 18 months – has held true for over 40 years (Intel.com, 2016).1No one knows how our lives willbe transformed in the years ahead.We do know, however, that businesses and governments must innovate to keep pace. Businesses need to innovate;the automotive industry, for example, has shortened the car design cycle from 60 months to about 30 in just fiveyears (McGrath, 2013). Like customers, citizens expect and demand better, more efficient public services. Yet a McK-insey survey of 17,000 Americans in 15 states found that people were 2.5 times more likely to be dissatisfied withstate services than with private-sector services (Chinn et al, 2015). Some public sector agencies do outperform theprivate sector on digital service delivery, however. For example, Germany’s labor agency created a job platform thatanalyzes candidates’ profiles, makes personalized job recommendations, and refers suitable candidates to prospec-tive employers. The site attracts 18 million unique visitors a day, compared to 8 million for the leading private-sectorcompetitor with 1.5 million job offers (Corydon, et al., 2016).Governments face continuous and growing pressure to catch up with people’s expectations for two primary reasons:citizens have more power and knowledge and government must do more with less:•Digital media create transparency and give citizens more voice.People feel more empowered than ever todemand action from their governments; billions of people now have internet access, and the average internetuser has more than five social media accounts (Sundberg, 2015).Social media campaigns large and small are now directed towardsgovernments every day, with profound effects – they helped drivethe Arab Spring, for example. A viral video can cost a minister hisjob, and Donald Trump harnessed Twitter in ways no candidate hadever imagined, bypassing traditional media on his unprecedentedThe original prediction, later revised, was made in 1965“To improve is to change;to be perfect is to changeoften.” –Winston Churchill 1 journey to the White House. Even in less developed nations, social media is quickly surpassing traditional newssources. The people of Sierra Leone, for instance, got more news about the Ebola epidemic from the PresidentialEbola Recovery Team’s Facebook page and Twitter feed than from its website. The debate about fake newsproliferating on social networks has only begun. At the height of the Ebola outbreak in 2014, a false messagewidely distributed in Sierra Leone on Facebook and WhatsApp, said bathing in hot water with salt would cureand prevent the spread of the virus (Mozur & Scott, 2016). Electronic communication is likely to make citizenseven more empowered and demanding of their governments. Many government leaders have set up teamsdedicated to managing their social media accounts, with followers in the millions. @KingSalman had nearly 6million Twitter followers at last count, for example, and @barackobama more than 80 million.•Government decision-makers around the world must accomplish more with less.In developed nations,expenses are rising as populations age, infrastructure crumbles and public debt grows. According to OECD andMcKinsey research, the world will need to make huge investments by 2030 for transport, electricity generation,transmission and distribution, water, and telecommunications of USD 57-67 trillion and USD 71 trillionrespectively (OECD, 2007; McKinsey Global Institute 2013). All governments must deliver more with tighterbudgets. This is especially true today for resource-rich countries, where falling commodity prices are puttingintense pressure on budgets. For example, Saudi Arabia moved from a record surplus of 30% of GDP in 2008 to aGDP deficit of 15% in 2015 (EIU, 2016). Falling revenues limit governments’ ability to borrow and spend to meetthe rising demands of citizens. GOVERNMENT TRANSFORMATIONS DIFFER FROMTHOSE IN THE PRIVATE SE