2023年政務(wù)服務(wù)轉(zhuǎn)型趨勢報告I0102030405060708概要概要PAGE2概要有《，，。we--rtct）TersOefwUrban

資。。趨勢一引流動性更強(qiáng)的人才管理系統(tǒng)來進(jìn)一。實(shí)現(xiàn)公共。，都使政府部門正部通過創(chuàng)建政府間集體資金體制允許區(qū)域政。更具針對性或更高政府可借助數(shù)字化手段對政府服務(wù)進(jìn)行精細(xì)化分類展開針對失業(yè)。

趨勢五，，。趨勢六以上雙重角色降低投資風(fēng)險通過對企業(yè)化監(jiān)管過程。趨勢七故政府需要借助合作實(shí)。協(xié)作和一體化政府通過加大對致病因素的篩查。、。。I0102030405060708目錄目錄PAGE5目錄071425引言趨勢一趨勢二采用更靈活的人才模式縮小數(shù)據(jù)共享缺口344355趨勢三趨勢四趨勢五消除資金孤島實(shí)現(xiàn)公共服務(wù)可定制657891趨勢六趨勢七趨勢八優(yōu)化監(jiān)管以支持創(chuàng)新通過合作實(shí)現(xiàn)全生命健康端到端的司法2023年政務(wù)服務(wù)轉(zhuǎn)型趨勢報告WilliamD.Eggers,BethMcGrath,andJasonSalzettiI0102030405060708引言引言PAGE10政。《1、。：加快技術(shù)應(yīng)用數(shù)據(jù)分析和人工智能等技術(shù)建立人與人之間。，。

的崛起當(dāng)我們可以通過合作。企業(yè)和公共部門的界限日益模糊企業(yè)在仍然關(guān)注利潤的同。網(wǎng)絡(luò)化力量的崛起。2，。。。。公共部門聯(lián)合企業(yè)采取行動公。。4

《報。5無論營。企67，“。來8《430《9鼓勵。。

。。2023年政務(wù)服務(wù)轉(zhuǎn)型的主要趨勢一健康。跨領(lǐng)域的趨勢。。。。

。。。趨勢。。趨勢。。I0102030405060708集中在特定領(lǐng)域的趨勢趨勢。。。。無

。。引言引言I0102030405060708注釋EamonnKellyandJasonGirzadas,Leadingthroughanageofdiscontinuity,Deloitte,2022.PewResearchCenter,“Publictrustingovernment:1958–2022,”June6,2022;Edelman,2023EdelmanTrustBarometerGlobalReport,January2023.ClaireKlobucista,“AguidetoglobalCOVID-19vaccineefforts,”CouncilforForeignRelations,December2022.TheRANDBlog,“Whocallstheshotsduringapan-demic,theUSgovernmentorstates?Q&AwithRANDexperts,”April16,2020.ShiraBeery,JohnMennel,andKwasiMitchell,purposedeliversvalueineveryfunctionandforenterprise,Deloitte,2022.Edelman,2023EdelmanTrustBarometerReport.StevenC.Morgan,BoardroomCybersecurity2022Report,CybersecurityVentures,2022.GovTechSingapore,“Wholeofgovernment(WOG)platformsandtools,”accessedJanuary02,2023.EuropeanCommission,“EuropeanChipsAct—ques-tionsandanswers,”pressrelease,February08,2022.引言12趨勢1采用更靈活的人才模式PJRivera,JacquelineWinters,StephenHarrington,AmritaDatar,andSushumnaAgarwalI0102030405060708采用更靈活的人才模式采用更靈活的人才模式PAGE20概述層級。，而不。越來越多政府部門正在采取下列措施：

并將合作列為優(yōu)先，。突破壁壘跨部、。

政府1解讀數(shù)據(jù)：更多政府部門采用基于技能的人才模式85%。

75%企業(yè)和人力資源高管表示，不同技能的靈活流動是應(yīng)對未來業(yè)務(wù)中斷的關(guān)鍵。

雇主賦予員工自主權(quán)辦公地點(diǎn)和辦公時間丹麥、務(wù)人員選擇遠(yuǎn)程辦公年D.。行動趨勢地3并通過內(nèi)部流動獲得學(xué)習(xí)。：，美，4

56一些政府部門通過交換項(xiàng)目促進(jìn)公共部門同時保證留家公共和半公共從其他組織臨時同樣7項(xiàng)目支持符合條件的8事實(shí)上一些政府部門正在將員工流動性納入本部門的文有9在公共部門和私營部門之間流動通過白宮以及聯(lián)邦總務(wù)管18F“職責(zé)之旅美國聯(lián)邦機(jī)構(gòu)正在從外部引入技能型人才10新加坡政府希望通過擴(kuò)大公——美國中央情報局局長BillBurns談技術(shù)獎學(xué)金項(xiàng)目13政府部門采取基于技能的人才模式

例聯(lián)n18開20，2223人才管理系統(tǒng)支持人才靈活流動一并。、、MilGears、25私27了，？例28529

，領(lǐng)域30。60該。培養(yǎng)合作精神網(wǎng)。并通過激勵跨部門行動創(chuàng)造更多公共價值并。了跨領(lǐng)域合作需要具備的關(guān)鍵技能研究發(fā)現(xiàn)包括建立信任系統(tǒng)性思考人際關(guān)系32受33許34可鼓勵公共部門的員工lre）”36

未來展望隨：，：再到績效管理和獎勵等環(huán)。

接。I0102030405060708注釋采用更靈活的人才模式采用更靈活的人才模式PAGE23WilliamD.Eggersetal.,Hybridhiccups:Movingtodistributedworkinthepublicsector—Overcominghybridworkenvironmentchallenges,DeloitteInsights,January14,2022.USBureauofLaborStatistics,“Numberofjobs,labormarketexperience,maritalstatus,andhealth:Resultsfromanationallongitudinalsurvey,”newsrelease,August31,2021.Eggersetal.,Hybridhiccups.AccordingtoJaneDatta,NASA’schiefHRofficer,reallyjustpushesopenthedoorsofopportunitytoourworkforcetoconsiderprojects,rotations,details,andthesekindsofexperientiallearningopportu-nitiesthatmightnoteverhavebeenpossibleoreventhoughtoforconsideredbefore.”See:Ogrysko,“Hybridworkbringsnewprofessionaldevel-opmentpossibilitiestoNASA,”FederalNewsNetwork,December17,2021.Forinstance,Adobeusesadata-driven“careerdiscovery”tooltohelpemployeesexplorenewrolesbasedonmovesthatothersatsimilarlevelshavemadepreviously.See:BrianMiller,“HowweinspiregreatperformanceatAdobe,”AdobeBlog,May9,2022.DrewFriedman,“Howagenciesaretryingtokeepearly-careeremployeesinfederaljobs,”FederalNewsNetwork,November8,2022.OECD,AgeingandtalentmanagementinEuropeanpublicadministrations,October2021.GovernmentofCanadaWiki,“Canada’sFreeAgents,”accessedFebruary15,2023;Thatpublicservant,

“Roamingfromcoast-to-coast:ThelifeofaFreeAgent,”GovernmentofCanada,March12,2020.AustralianPublicServiceCommission,“Movementofemployees,”accessedFebruary15,2023.18F,“About,”accessedFebruary15,2023.CentralIntelligenceAgency,“CIAmakeschangestoadapttofuturechallenges,”O(jiān)ctober7,2021.AdelineTan,“Morepublicservantsquitlastyear:ChanChunSing,”StraitsTimes,February17,2022.JustinDoubleday,“WhiteHousedevelopingcyberworkforcestrategytobemore‘a(chǎn)ctionoriented’,”FederalNewsNetwork,September9,2022.Forinstance,IBM’sSkillsBuildprogramofferstrainingtopotentialhiresatarangeofeducationallevels,creatingapipelineforcandidateswithnontraditionalbackgrounds.AndUnileveroffersemployeestheop-portunitytogrowtheirskillsetsthroughcross-func-tionallearning.“We’rebeginningtothinkabouteachroleatUnileverasacollectionofskills,ratherthansimplyajobtitle,”saysAnishSingh,headofHRUnileverinAustraliaandNewZealand.See:ThereseRaft,“Unileveristurningtheworkweektowardbuilding,”FinancialReview,April27,2022.SueCantrelletal.,Theskills-basedorganization:Aoperatingmodelforworkandtheworkforce,DeloitteInsights,September8,2022.OPM,“OPMreleasesskills-basedhiringguidance,”pressrelease,May19,2022.Ibid.

RoyMaurer,“LinkedInlaunchesskills-basedap-proachtohiring,”SHRM,June10,2021.IndianaDepartmentofWorkforce“IndianaOfficeofTechnologybecomesfirststateagencytoearnSEALcertification,”pressrelease,December16,2019.DennisTrinkle,“Howskills-basedhiringwillhelpresolveIndiana’sbiggesttechtalentchallenges,”TechPoint,May24,2022.KathyGurchiek,“Insearchforqualifiedworkers,Marylanddropsrequirementfor4-yeardegree,”SHRM,April21,2022.DefenseInnovationUnit,“TransformingDoD’stotalent,”April21,2022.Deloitte,Worktowardnetzero:TheriseoftheGreenCollarworkforceinajusttransition,accessedFebruary15,2023.AmericanInstitutesforResearch,“Measuringatwork:Lessonsfromthefield,”accessedFebruary15,2023;MilGears,“Empoweryourcareerplanning,decisionmaking,andprofessionalgrowth,”accessedFebruary15,2023.SueCantrelletal.,Buildingtomorrow’sorganization:Jobsaren’tworkinganymore,Deloitte,accessedFebruary15,2023.MedarbejderogKompetenceStyrelsen,“Virtualledelse:Inspirationogv?rkt?jer,”November2020;GovernmentofCanada,“Toolkitforvirtualandhy-bridteams(TRN2-J05),”March19,2020;UAEFederalAuthorityforGovernmentHumanResources,“Theguideofremoteworkingsysteminthefederalgov-ernment,”2020;USOfficeofPersonnelManagement,“Hybridworkplacetipsforsupervisors,”accessedFebruary15,2023.Adobe’sdashboardtracksprogressonhowanemployee’sworkalignswithpersonalandbusinessgoals,documentsactionsresultingfromconversa-tionswithmanagers,andcollectsreal-timefeedback.See:Miller,“HowweinspiregreatperformanceatAdobe.”Cantrelletal.,Buildingtomorrow’sskills-basedorgani-zation:Google,“Googlerreviewsanddevelopment,”accessedFebruary15,2023.NationalInitiativeforCybersecurityCareersStudies,“Cybercareerpathwaystool,”June9,2022.OECDObservatoryofPublicSectorInnovation,AcademyforPublicPolicy(LabGobAR),accessedFebru-ary15,2023.Apolitical,“InArgentina,publicservantsgetpromot-edforlearninghowtoinnovate,”September7,2018.OECDPublicGovernanceReviews,“Skillsforahighperformingcivilservice,”accessedFebruary15,2023.DeloittesurveyofmembersoftheUSSeniorExecu-tiveAssociation(SEA),October2022.GovernmentofCanada,“GCTools:re-imaginedyou,”November2,2016.

GovernmentofCanadaWiki,“GCTools/achievements2020–2021,”accessedFebruary15,2023.UKCivilService,“TheCivilServiceAwardsaccessedFebruary15,2023.DrewFriedman,“It’snotjustlowpaycausingre-tentionissuesforfederalfirefighters,”FederalNewsNetwork,November21,2022.趨勢2縮小數(shù)據(jù)共享缺口JoeI0102030405060708縮小數(shù)據(jù)共享缺口縮小數(shù)據(jù)共享缺口PAGE25。得、1。，。從而降低風(fēng)險

。突破壁壘：。。解讀數(shù)據(jù)：縮小數(shù)據(jù)共享缺口公民愿意分享數(shù)據(jù)為公共利益服務(wù)城市政府支持運(yùn)作和決策使用的數(shù)據(jù)類型預(yù)防犯罪 51% 最積極前三大類型后三大類型出售個人數(shù)據(jù) 19% 最消極生物特征識別 行為 52%行政管理 89%眾包 43%城市領(lǐng)導(dǎo)者專注于擴(kuò)大公民訪問數(shù)據(jù)的途徑現(xiàn)在 未來五年全球平均水平 29% 49%亞太地區(qū) 29% 60%領(lǐng)先地區(qū)非洲 14% 62%北美洲 31% 37%落后地區(qū)拉丁美洲 20% 36%物聯(lián)網(wǎng) 81%地理空間 34%公民認(rèn)為數(shù)據(jù)隱私和安全城市需要采取更多措施，以改善數(shù)據(jù)共享，并充分利用外部數(shù)據(jù)35%45%是更大挑戰(zhàn)的比例，高于城市領(lǐng)導(dǎo)者公民 44%城市領(lǐng)導(dǎo)者 24%資料來源：Thoughtlab，《下一階段城市轉(zhuǎn)型路線圖》，訪問時間：2023年2月10日。行動趨勢、2利用數(shù)據(jù)服務(wù)公共利益，。努4公路交通數(shù)據(jù)環(huán)境數(shù)據(jù)和酒店

并56。但這些信息并，7500確“89提高數(shù)據(jù)的可流動性FAIR、FAIRFAIR格式存儲和呈A可。，

。，、I0102030405060708。，接種由

。因34私。縮小數(shù)據(jù)共享缺口縮小數(shù)據(jù)共享缺口29I0102030405060708縮小數(shù)據(jù)共享缺口縮小數(shù)據(jù)共享缺口PAGE3020。SmartMove遵《應(yīng)21未來展望。以這取決于他們對于該數(shù)據(jù)生態(tài)系統(tǒng)的信任但建立這種信任不能僅靠政應(yīng)該將他們的數(shù)據(jù)與他們在道德和安全領(lǐng)域的專業(yè)知識相結(jié)。。而是應(yīng)該從戰(zhàn)略的角選擇恰當(dāng)?shù)恼哳I(lǐng)域和解決方案我的觀點(diǎn)

RenEssene

以更：并進(jìn)行進(jìn)一步測試。良好的數(shù)據(jù)策略是成功履行使命的關(guān)鍵它，。。并委任來。注釋AditaKarkera,Data-fueledgovernment:Breakingdownsiloswithturbo-chargeddata,DeloitteInsights,March24,2022.DeloitteCloud,Acityseeswhat’spossibleforcitizensandvisitorswithacloud-basedcommandcenter,2019.JuergenKlenketal.,Fluiddatadynamics:Generatinggreaterpublicvaluefromdata,DeloitteInsights,March4,2021.6Aika,“Results:CarbonNeutralTourism,”April2022.MaximChantillonetal.,“Finalstudyreport:ProposalforaEuropeaninteroperabilityframeworkforsmartcitiesandcommunities,”DeloitteandKULeuventheEuropeanCommission,July2021.GermanLopez,“HomelessinAmerica:Thehome-lessnesscrisisisgettingworse,”NewYorkTimes,July15,2022;KirstenMcRae,“Theglobalhousingcrisis:Acrisisunlikeanyother,”Urbanet,October25,2022.TiffanyFishmanandet.al.,Disruptinghousinginse-curityandhomelessness,DeloitteInsights,January5,2022.EmilyAlpertReyes,“AcomputermodelpredictswillbecomehomelessinL.A.Thentheseworkersstepin,”LosAngelesTimes,June12,2022.NationalAlliancetoEndHomelessness,ofHomelessness:2022edition,”accessedDecember12,2022.Klenketal.,Fluiddatadynamics:Generatinggreaterpublicvaluefromdata.AustralianGovernmentDepartmentofFinance,“AustralianGovernmentRecordsInteroperabilityFramework,”July2,2021.GovernmentofIndiaDepartmentofElectronicsInformationTechnology,“InteroperabilityFrameworkforeGovernance,version1.0,”O(jiān)ctober2015.EuropeanCommission,“ProposalforaEuropeanInteroperabilityFrameworkforSmartCitiesCommunities(EIF4SCC),accessedOctober2,2022.Ibid.AuthorinterviewwithDeloittePortugalteam,September9,2022.CityofBoston,“NewUrbanMechanics,”accessedDecember13,2022.NewUrbanMechanics,“Numinastreetsensors,”November10,2021.NewUrbanMechanics,“Digitaltransparencyinpublicrealm,”November10,2021.WorldEconomicForumandDeloitte,Governingsmartcities:Policybenchmarksforethicalandresponsiblesmartcitydevelopment,July2021.TiffanyFishmanetal.,Transportationtrends2022–23:Makingthemostofahugeinfusionoffederalfunds,DeloitteInsights,November8,2022.AuthorinterviewwithDeloitteSmartMoveteam,August20,2022;SmartMove,“SmartMovesetsBrus-selsontherighttrack!,”accessedDecember13,2022.趨勢3消除資金孤島EdRoddis,MarkBussow,Ti?anyFishman,andUrsulaBrennanI0102030405060708消除資金孤島消除資金孤島PAGE36概述并向公眾公開資金使用情況。事實(shí)1并28,000拉

34。以實(shí)現(xiàn)更好。突破壁壘。。。資金權(quán)限。解讀數(shù)據(jù)：消除資金孤島26億英鎊“共同繁榮基金”為英國政府推進(jìn)雄心勃勃的“城鎮(zhèn)升級計(jì)劃”提供更多資金。3,276億加元加拿大“反對槍支和幫派暴力行動倡議”向各省和領(lǐng)地?fù)芨冻^3億加元，用于打擊社區(qū)暴力活動。逾7,000萬新加坡元75億澳元新加坡智慧國家及數(shù)字政府署提供跨部門資金和支持，澳大利亞“福利預(yù)算”在多個政府機(jī)構(gòu)之間共享，推動政府開發(fā)和部署數(shù)字技術(shù)與服務(wù)。旨在應(yīng)對持續(xù)上漲的生活成本，提供可負(fù)擔(dān)的兒童護(hù)理服務(wù)，增加帶薪產(chǎn)假等。啟動資金每年撥付資金（持續(xù)四年）

100萬美元 250

用。備注：新加坡元金額代表年度經(jīng)營預(yù)算。：，全球政府論壇，2022年10月26日。行動趨勢合作LifeSG和OneBusiness新加坡總理辦持機(jī)構(gòu)分配資金5全國一體，鼓勵政府機(jī)構(gòu)與企業(yè)公民和其他利益相關(guān)者積極合作開發(fā)解決6“7s

89”4,5005001425,000。創(chuàng)建跨部門資金機(jī)制

21，22通過授權(quán)改善區(qū)域合作允。，23區(qū)域基礎(chǔ)設(shè)施24支25I0102030405060708未來展望。創(chuàng)造資金合作文化工作組共同解決類似問題以鼓勵合作從而推。并驅(qū)動結(jié)果達(dá)成數(shù)跟蹤跨部門。政府可。消除資金孤島消除資金孤島38I0102030405060708消除資金孤島消除資金孤島PAGE39我的觀點(diǎn)

霍華德·伯恩斯坦爵士-）

，282960，302.433126靈27

，33，34I0102030405060708注釋消除資金孤島消除資金孤島PAGE40PiaAndrews,“Breakinggovernmentsilosthroughholisticserviceintegration,”Apolitical,March2022;originallyinWilliamD.Eggersetal.,Linked-upgovernment:Buildingconnectionsforgreaterimpact,DeloitteInsights,March24,2022.WilliamEggersetal.,Howgovernmentcandeliverstreamlinedlifeeventexperiences,DeloitteInsights,July12,2022.MaximilianFreieretal.,“NextGenerationEU:Aeuroareaperspective,”EuropeanCentralBank,January2022. Italy,forexample,hassupplementeditsNGEUfundswitha€30.6billion“complementaryfund;”see:An-dreaPoggi,NextGenerationEUfundingandtheofEurope,Deloitte,October28,2021.GovTechSingapore,“Wholeofgovernment(WOG)platformsandtools,”accessedJanuary2,2023;Khari-naZainal,“Reviewingwhole-of-governmentcollabo-rationintheSingaporepublicservice,”CivilServiceCollegeSingapore,January6,2011.YasmineYahya,“Publicservicetogofromto‘whole-of-nation,’”StraitsTimes,May9,2018;SG101,“Awholeofnationap-proach,”December10,2022.KatharineMurphyandAdamMorton,“‘Rewiringthenation:’AlbaneseandAndrewsgovernmentstojointlyfundrenewableenergyzones,”TheGuardian,October19,2022;AneeqSarwarandJeffreyWilson,“TheNationalReconstructionFund—Australia’snew-estvehicleforadvancingindustrialdevelopment,”AiGroup,November23,2022.

AustralianGovernment,DepartmentofClimatechange,EnergyandEnvironmentandWater,“Re-wiringtheNationsupportsitsfirsttwoprojects,”O(jiān)ctober19,2022.AustralianGovernment,DCCEEW,“RewiringtheNa-tiondealtofast-trackcleanenergyjobsandsecurityinNSW,”December22,2022.CoalitionfortheHomeless,“TheWayHomepartnerportal,”accessedJanuary4,2023.CoalitionfortheHomelessofHouston/HarrisCounty,“TheWayHomepartnerportal,”accessedJanuary2,2023.AtiriktaKumar,“Houston’sfighttodecriminalizementalillnessandhomelessness,”RealNews,July15,2022;MichaelMurney,“HoustonCityCouncilapproves$7.1millioninCOVIDfundingtoclearhomelessencampments,”Chron,July29,2022;SofiaGonzalez,“BezosDay1FamiliesFundgives$5MtoCoalitionfortheHomelessofHouston/HarrisCoun-ty,”HoustonBusinessJournal,November22,2022. LucioVasquez,“Houstonreceives$45millioninfed-eralfundstocombathomelessness,”HoustonMedia,March15,2022.CatherineVillarreal,“CityofHoustonandCountyannounceunprecedentedinvestmenttohousethehomeless,”CoalitionfortheHomelessofHouston/HarrisCounty,January26,2022.MichaelKimmelman,“HowHoustonmovedpeoplefromthestreetsintohomesoftheirown,”NewYorkTimes,June14,2022.

FamilyLeagueofBaltimore,“Aboutus,”accessedJanuary2,2023;JitinderKohliandAnneDeSupportinghealthycommunities,DeloitteInsights,August2,2017.TechnologyModernizationFund,“Mission&guidingprinciples,”accessedJanuary2,2023.USGeneralServicesAdministration,“NewTechnolo-gyModernizationFundinvestmentstoboostnetworksecurityforcriticalservices,”June21,2022;Technol-ogyModernizationFund,“Investments,”accessedJanuary2,2023;USGeneralServicesAdministration,“TechnologyModernizationFundismakingitandmoresecureforveteranstoaccessbenefitsservices,”April19,2022;USGeneralServicesAd-ministration,“TMFinvestsinimprovingpublic-facingservices,bolsteringcybersecurity,”August3,2022;USGeneralServicesAdministration,“TheTechnologyModernizationFundannounces$9millionfortrans-formativeprojectstoprotectpersonaldata,modern-izekeysystemsattwoagencies,”March7,2022.USGeneralServicesAdministration,“GSAhighlightsprogressoncitizen-facingdigitalservices,cybersecu-rityinfirstyearofAmericanRescuePlan,”March2022.USGeneralServicesAdministration,“TechnologyModernizationFundismakingiteasierandmoresecureforveteranstoaccessbenefitsandservices,”April19,2022;USGeneralServicesAdministration,“TMFinvestsinimprovingpublic-facingservices,bolsteringcybersecurity,”August3,2022;USGeneralServicesAdministration,“TheTechnologyModerniza-tionFundannounces$9millionfortransformativeprojectstoprotectpersonaldata,modernizesystemsattwoagencies,”March7,2022.NSWGovernment,“Ismyprojecteligible?,"accessedJanuary2,2023;AlitaSharon,“DigitalRestartFundsupportsmoreprojectsinNewSouthWales,”O(jiān)pen-GovAsia,August18,2022.Urbis,“EvaluationoftheDigitalRestartFund,”DepartmentofCustomerService,March23,2022;NSWGovernment,“2021–2022inreview,”2022.CaliforniaLaborandWorkforceDevelopmentAgency,Governor’sOfficeofPlanningandResearch,andGovernor’sOfficeofBusinessandEconomicDevelopment,“CommunityEconomicResilienceFundProgram(CERF),”April2022.Governor’sOfficeofPlanningandResearch,“Com-munityEconomicResilienceFund,”2022.GovernmentofCanada,“TheCanadaCommuni-ty-BuildingFund,”July13,2022.HMTreasury,GeorgeOsborne,andPhilipHammond,“DevolutiontotheGreaterManchesterCombinedAuthorityandtransitiontoadirectlyelectedmayor,"Gov.ukNovember22,2017;LocalGovernmentAsso-ciation,“Experiencesofemploymentandskillsdevo-lution:GreaterManchesterCombinedAuthority,”September10,2020.InstituteforGovernment,“DevolutiontoGreaterManchester,”June20,2022.

Ibid.UniversityofManchester,“StudylinksdevolutioninGreaterManchestertomodestimprovementinlifeexpectancy,”September29,2022.HughAlderwick,“UnderstandingtheimpactofdevolutioninGreaterManchesteronhealth,”Foundation,September29,2022.IntelligentTransport,“￡69.5milliontransportfundingboostconsideredinGreaterJanuary25,2021.GreaterManchesterCombinedAuthority,“Devolution,”2017.WestMidlandsCombinedAuthority,“PlanstogivegreaterpowerstotheWestMidlandswelcomedasLevellingUpstrategyispublished,”February2,2022.DanielHarariandMatthewWard,“Levellingup:WhataretheGovernment’sproposals?,”HouseofCom-monsLibrary,February18,2022.趨勢4實(shí)現(xiàn)公共服務(wù)可定制Henry實(shí)現(xiàn)公共服務(wù)可定制實(shí)現(xiàn)公共服務(wù)可定制PAGE43 I0102030405060708”政府也1。，2。

34。I0102030405060708實(shí)現(xiàn)公共服務(wù)可定制實(shí)現(xiàn)公共服務(wù)可定制PAGE46圖1個性化公共服務(wù)的范疇

突破壁壘定制化的服務(wù)個性化設(shè)計(jì)全定制化個人定制化（圍繞市民需求設(shè)計(jì)）個性化（根據(jù)明確偏好修改定制化的服務(wù)個性化設(shè)計(jì)全定制化個人定制化（圍繞市民需求設(shè)計(jì)）個性化（根據(jù)明確偏好修改。例如“短信、電子郵件或電話聯(lián)系”）定制化程度高個性化/主動服務(wù)生活事件觸發(fā)出生死亡失業(yè)提供服務(wù)建議“如果您有X資格，您可以從Y中受益。”人群/區(qū)域細(xì)分針對特定人群老年人低收入人群退休軍人針對特定地理位置按區(qū)域按郵政編碼一套標(biāo)準(zhǔn)適用所有普適的服務(wù)，如修路消防服務(wù)來源：德勤分析。。。研(。解讀數(shù)據(jù)：實(shí)現(xiàn)公共服務(wù)可定制過去五年中，

70%

公民能夠接受政府機(jī)構(gòu)出于下述目的收集其數(shù)據(jù)：世界各城市都計(jì)劃優(yōu)先使用數(shù)字平臺

計(jì)劃使用數(shù)字平臺，通過個性化界面解決多重公民需求

預(yù)防犯罪跟蹤疾病提供交通便利

76% 75% 70%認(rèn)同所在城市的數(shù)字服務(wù)提供良好客戶體驗(yàn)的公民

提供社會關(guān)懷服務(wù)

67%非洲亞洲北美洲

49%27% 49%27%底認(rèn)同度17%

設(shè)計(jì)個性化服務(wù)推薦工作

67% 61%60%公民表示被政府機(jī)構(gòu)要求提供重復(fù)信息是件麻煩事公民愿意與政府分享生活事件服務(wù)的數(shù)據(jù)

嬰兒的出生失業(yè)親人去世

44% 37% 36%資料來源：Thoughtlab，《下一階段城市轉(zhuǎn)型路線圖》，訪問時間：2023年2月10日。德勤數(shù)字解決方案公民調(diào)查，2023年。行動趨勢公共服務(wù)的細(xì)分方法可。5。SingPass(企業(yè)2000如6

政府應(yīng)該考慮“高。——效益——體驗(yàn)——來，，，。789。，

其。“Justice4040%

北部的500個村委會進(jìn)行了試點(diǎn)，特定地點(diǎn)/地理位置服務(wù)，。

22。。部。22beta23：我們的孩子@SpaceX。感謝@WAStateCommerce生活事件觸發(fā)的服務(wù)。

25262ls3200029”30一31研究32，。BkttBktrBktt”33個性化的公共服務(wù)，”34，。3536芬

37。383940，41。年426500434445未來展望一個。。

。我的觀點(diǎn)MarkRaymond康涅狄格州首席信息官。。。

50。研sC，在。，機(jī)。自e4K預(yù)不。，。I0102030405060708注釋實(shí)現(xiàn)公共服務(wù)可定制實(shí)現(xiàn)公共服務(wù)可定制PAGE53WilliamEggers,etal.,Sevenpivotsfordigitaltransformation,DeloitteInsights,May3,2021.JackAldane,“UNwarnsagainst‘one-size-fits-all’forgovernmentdigitalservices,”GlobalGovernmentForum,October4,2022.DeloitteDigital,“CustomerServiceExcellence2022,”May2022.JohnO’Leary,etal.,Improvingtrustinstateandlocalgovernment,DeloitteInsights,September22,2021.LindsayM.Monte,DanielJ.Perez-Lopez,"HowPandemicAffectedBlackandWhiteHouseholds,”UnitedCensusBureau,July21,2021;CarolinaSán-chez-Páramo,“COVID-19willhitthepoorhardest.Here’swhatwecandoaboutit,”blog,WorldBank,April23,2020.Singpass,“Singpass-YourImprovedDigitalID,”accessedJanuary20,2023.SeniorsGoDigital,“ProjectAims,”accessedJanuary20,2023.Gov.sg,“Mission:Digitaltrainingfor100,000September09,2020.Ibid.WorldHealthOrganization,“DisabilityandHealth,”November24,2021.SociétédeTransportdeLaval,“STLCompagnonProgram,”accessedJanuary20,2023;MassTransit,“TheSTLLaunchestheSTILCompagnonProgramToHelpSpecial-NeedsClienteleRideItsRegularNetwork,”August18,2021.KellyGreig,“'It'sabigstep':Lavallaunchestransitappforpeoplewithintellectualdisabilities,”CVTNews,August18,2021.NationalAgingandDisabilityTransportationCenter,“2021TrendsReport,”accessedJanuary20,2023.HMGovernment,“LevellingUptheUnitedaccessedJanuary20,2023.TheWhiteHouse,“Justice40AWhole-of-GovernmentInitiative,”accessedJanuary20,2023.UnitedNations,“Reducingpovertyandinequalityinruralareas:keytoinclusivedevelopment,”May2021.IndiaDepartmentofJustice,“Tele-LawScheme,”accessedJanuary20,2023.TheHindu,“Indialaunchesfreelegalaidviavideoconferencingtovillagers,”June13,2017EmilyA.Vogels,“SomeDigitalDividesPersistBe-tweenRural,UrbanandSuburbanAmerica,”ResearchCenter,August19,2021.AaronC.BoleyandMichaelByers,“SatelliteMe-ga-ConstellationsCreateRisksinLowEarthOrbit,AtmosphereandonEarth,”Nature,May20,2021.BrianGreenbergetal.,5GinGovernment:TheofHyperconnectedPublicServices,DeloitteInsights,August28,2020.JasonMurdock,“SpaceXStarlinkInternet‘Catapult-edUsIntothe21stCentury,’NativeAmericanTribeSays,”Newsweek,September10,2020.MichaelKan,“NativeAmericanTribeGetsEarlyAccesstoSpaceX’sStarlinkandSaysIt’sFast,”O(jiān)ctober8,2020.Twitter,“TweetfromtheHohTribe,”O(jiān)ctober7,2020.WilliamEggers,etal.,Howgovernmentcandeliverstreamlinedlifeeventexperiences,DeloitteInsights,July12,2022.GustavJeppesen,“OneAndDone:AHumanApproachToGovernmentServiceDelivery,”Forbes,October11,2022.SirDavidVarney,"Servicetransformation:Aserviceforcitizensandbusinesses,abetterdealthetaxpayer,"Gov.uk,December2006.Gov.uk,“Whattodoaftersomeonedies:TellUsOnce,”accessedJanuary20,2023.Gov.uk,“100%coverage,anincreaseinonlineusersandawardnominationsforTellUsOnce,”accessedJanuary20,2023.SCOOP4C,“UnitedKingdom'sTellUsOnceaccessedJanuary20,2023.Gov.uk,“20September2022:OneLoginforGovern-mentAccountingOfficerassessment,”September2022.Gov.uk,“OneLoginforGovernment:December2021update,”December1,2021.GlobalGovernmentForum,“Estoniastepsupvirtualcivilservantproject,”July26,2022;e-Estonia,“Gov-ernmentChiefDataOfficerOttVelsberg:BürokrattisSirionsteroids,”January21,2022.WilliamEggers,Abilliontoone:Thecrowdgetsperson-al,DeloitteInsights,January15,2015.JaanaLeikas,etal.,“GoverningEthicalAITransforma-tion:ACaseStudyofAuroraAI,”FrontiersinArtificialIntelligence,February10,2022.JaanaLeikas,etal.,“GoverningEthicalAITrans-formation:ACaseStudyofAuroraAI;”MinistryofFinance,“ImplementationofthenationalAuroraAIprogramme,”accessedJanuary20,2023;WilliamEggers,PankajKishnani,JasonManstof,JeanBarroca,“PandemicHastensGovernments’DigitalTransfor-mation,”TheWallStreetJournal,August31,2021.SusanFourtané,“AuroraAI:Finland'sNationalArti-ficialIntelligenceProgram,”InterestingEngineering.com,July09,2020.Deloitte,“Ablueprintforenhancedcitizenexperienc-es,”accessedJanuary20,2023Ibid.Ibid.OfficeforNationalStatistics,“ImpactofCOVID-19onONSsocialsurveydatacollection,”accessedJanuary31,2023.NSWGovernment,“SeniorsCardgoesdigital30thanniversary,”April1,2022;NSWGovernment,“100,000SeniorsnowusingdigitalSeniorsCard,”July28,2022.NSWGovernment,“100,000Seniorsnowusingdigital

SeniorsCard,”July28,2022;NSWGovernment,“Moresavings,morebusinesses,betterSeniorsCardPro-gram,”November9,2020.NSWGovernment,“Moresavings,morebusinesses,betterSeniorsCardAccesscomputing,“WhatisanIndividualizedEduca-tionPlan,”accessedJanuary20,2023.趨勢5后臺部門通過創(chuàng)新改善履職能力SamKapreilian,AprajitaRathore,JeanGilBarroca,JoeMariani,andPankajKishnaniI0102030405060708后臺部門通過創(chuàng)新改善履職能力后臺部門通過創(chuàng)新改善履職能力PAGE60概述。，。還。。

。轉(zhuǎn)變后臺部門，。。打破壁壘。鍵基礎(chǔ)后臺部門和履職服務(wù)創(chuàng)。解讀數(shù)據(jù)：后臺部門通過創(chuàng)新改善履職能力全球大多數(shù)管理者正在使用人工智能改善前端和后端系統(tǒng)云技術(shù)作為一種支持后臺部門創(chuàng)新的基礎(chǔ)技術(shù)，能夠影響政府職責(zé)的履行美國聯(lián)邦政府大幅增加云技術(shù)支出，將API集成到工作流程當(dāng)中，同時繼續(xù)投資云原生應(yīng)用和開發(fā)））29 7352019財年46 8962020財年105 9552021財年聯(lián)邦/中央 60%州/省 64%地方 64%但政府部門已經(jīng)開始84%將新技術(shù)整合到業(yè)務(wù)受訪者對綜合性流程當(dāng)中技術(shù)進(jìn)行投資 然而，許多領(lǐng)導(dǎo)者依舊將內(nèi)部效率和履職成效，作為兩個單獨(dú)的現(xiàn)代化目標(biāo)看待

15%領(lǐng)導(dǎo)者將支持實(shí)現(xiàn)履職成效視為現(xiàn)代化目標(biāo)

25%領(lǐng)導(dǎo)者將提高內(nèi)部流程效率視為現(xiàn)代化目標(biāo)資料來源：EdwardVanBuren等，《政府?dāng)U大人工智能應(yīng)用：對人工智能的應(yīng)用如何達(dá)到企業(yè)的高度》，德勤洞察，2021年12月13日；彭博政府；德勤分析。行動趨勢后臺部門創(chuàng)新和政府職責(zé)履行日趨協(xié)同風(fēng)險識。123LaserJet4

5，，6。。，，7，40%8。9、。。。

這種調(diào)整改變了工作方式和工作主體。。，F(xiàn)DA一500安置部門利用人工智能安置難民安置部門利用人工智能安置難民。20未來展望21需。克服相互孤立的技術(shù)系統(tǒng)：許多部門在碎片化的舊系統(tǒng)中存儲數(shù)據(jù)跨部門整合數(shù)據(jù)能夠成倍提高履職效能完善跨部門政策。

創(chuàng)新需要重新設(shè)計(jì)能夠適應(yīng)新技術(shù)的流程在舊系統(tǒng)上安裝一款新軟件并不能解決問題流程數(shù)字化之前并確定需要進(jìn)行。鑒于技術(shù)和數(shù)重。我的觀點(diǎn)DennisLui新加坡財政部VITAL項(xiàng)目首席執(zhí)行官名提。。，。VITAL的目標(biāo)是在新加坡公共服務(wù)領(lǐng)域擴(kuò)大自動化技術(shù)的應(yīng)

用、。。。22。VITAL。注釋PattiBrennan,“HowNIHisusingartificialtoimproveoperations,”NationalLibraryofMedicine,November19,2019;alsosee,NationalInstitutesofHealth,“Assistedreferraltool(ART),”accessedFebruary13,2023.Brennan,“HowNIHisusingartificialintelligencetoIbid.JamieBerryhilletal.,Hello,world:Artificialanditsuseinthepublicsector,OECDandObservatoryofPublicSectorInformation,November2019.Ibid.Ibid.GianlucaMisuracaandColinvanNoordt,AIArtificialintelligenceinpublicservices,EuropeanCom-missionJointResearchCentre,2020,pp.MiguelEirasAntunes,JeanGilBarroca,andDanielaGuerreirodeOliveira,Urbanfuturewithapurpose:12trendsshapingthefutureofcitiesby2030,Deloitte,accessedFebruary13,2023.EdwardVanBurenetal.,ScalingAIingovernment:HowtoreachtheheightsofenterprisewideadoptionofAI,DeloitteInsights,December13,2021.MichaelDeebleandRichardNurse,“100%coverage,anincreaseinonlineusersandawardnomina-tionsforTellUsOnce,”DepartmentforWorkPensions,July17,2020.ACT-IACInstituteforInnovation,Harnessinglifetoconnectcitizensandservices:Aninnovator’sguide,December2015;MaryAnnMonroe,“Governmentservicesthroughalifeeventsapproach,”February15,2020.WorldBankGroup,Automatingprocessingofuncon-testedcivilcasestoreducecourtbacklogsinAzerbaijan,accessedFebruary13,2023.WilliamD.Eggersetal.,Sevenpivotsfordigitaltransformation:HowCOVID-19provedtheimpor-tanceof"being"digital,DeloitteInsights,May3,2021.LukeCavanaugh,“Opinion:TheMalaysiangovern-ment’soverabundantappdevelopmentisareminderofdigitalgovernment’slongevitychallenge,”GovIn-siderAsia,September19,2022.X0PAAI,“VITALpartnersX0PAtomakehiringpro-cessesmoreeffectiveandefficient,”VITALServices,September1,2021.Deloitte,“RPAonagrandscaleattheFDA,”WallJournal,February18,2020.Ibid.UniversityofOxford,“UsingAItoimproverefugeeintegration,”newsrelease,October3,2018.ObservatoryofPublicSectorInnovation,“Annie?MOORE(MatchingforOutcomeOptimizationRefugeeEmpowerment),”September16,2020.Ibid.PaulRogersandHernanSaenz,“Makeyourbackof-ficeanaccelerator,”HarvardBusinessReview,March2007.MingEnLiew,“Singaporegovernmentlaunchesautomationplatformforwholeofgovern-ment,”GovInsider,September23,2022趨勢6優(yōu)化監(jiān)管以支持創(chuàng)新WilliamD.Eggers,SamJWalsh,CarstenJoergensen,andPankajKishnani I0102030405060708概述、，；。。。的12瀕3

。19%和21%的項(xiàng)目正在建設(shè)中。優(yōu)化監(jiān)管以支持創(chuàng)新65I0102030405060708打破壁壘。從而確保見。

，可以改善企業(yè)與監(jiān)管機(jī)構(gòu)之間的關(guān)系。。優(yōu)化監(jiān)管以支持創(chuàng)新優(yōu)化監(jiān)管以支持創(chuàng)新66I0102030405060708優(yōu)化監(jiān)管以支持創(chuàng)新優(yōu)化監(jiān)管以支持創(chuàng)新PAGE73解讀數(shù)據(jù)：優(yōu)化監(jiān)管以支持創(chuàng)新全球監(jiān)管機(jī)構(gòu)已將沙盒作為測試創(chuàng)新商業(yè)模式的遍布全球的監(jiān)管創(chuàng)新辦公室監(jiān)管工具創(chuàng)新辦公室引入新計(jì)劃或加速實(shí)施已計(jì)劃的監(jiān)管措施利用監(jiān)管技術(shù) 創(chuàng)新辦公室 56%監(jiān)管沙盒 52%區(qū) 19區(qū) 18洲 9區(qū) 8區(qū) 7亞?港 ?利 ?利 ?林 ?島 ?時 ?亞 ?大 ?蘭 ?斯?利 ?麥 ?本 ?亞?亞 ?蘭 ?登 ?洲 6國 ?宛 ?國 ?亞 ?亞 530多個國家實(shí)施的監(jiān)管科技措施的數(shù)量能源行業(yè)沙盒與監(jiān)管機(jī)構(gòu)/央行掛鉤的加速器?正在開發(fā)中 實(shí)驗(yàn)階段 34%使用中 29%的 德國 ?奧地利意大利 ?法國韓國 ?挪威荷蘭 ?瑞典新加坡英國林