2023年政務服務轉型趨勢報告I0102030405060708概要概要PAGE2概要有《，，。we--rtct）TersOefwUrban

資。。趨勢一引流動性更強的人才管理系統來進一。實現公共。，都使政府部門正部通過創建政府間集體資金體制允許區域政。更具針對性或更高政府可借助數字化手段對政府服務進行精細化分類展開針對失業。

趨勢五，，。趨勢六以上雙重角色降低投資風險通過對企業化監管過程。趨勢七故政府需要借助合作實。協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據共享缺口344355趨勢三趨勢四趨勢五消除資金孤島實現公共服務可定制657891趨勢六趨勢七趨勢八優化監管以支持創新通過合作實現全生命健康端到端的司法2023年政務服務轉型趨勢報告WilliamD.Eggers,BethMcGrath,andJasonSalzettiI0102030405060708引言引言PAGE10政?！?、。：加快技術應用數據分析和人工智能等技術建立人與人之間。，。

的崛起當我們可以通過合作。企業和公共部門的界限日益模糊企業在仍然關注利潤的同。網絡化力量的崛起。2，。。。。公共部門聯合企業采取行動公。。4

《報。5無論營。企67，“。來8《430《9鼓勵。。

。。2023年政務服務轉型的主要趨勢一健康。跨領域的趨勢。。。。

。。。趨勢。。趨勢。。I0102030405060708集中在特定領域的趨勢趨勢。。。。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：

并將合作列為優先，。突破壁壘跨部、。

政府1解讀數據：更多政府部門采用基于技能的人才模式85%。

75%企業和人力資源高管表示，不同技能的靈活流動是應對未來業務中斷的關鍵。

雇主賦予員工自主權辦公地點和辦公時間丹麥、務人員選擇遠程辦公年D.。行動趨勢地3并通過內部流動獲得學習。：，美，4

56一些政府部門通過交換項目促進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項目支持符合條件的8事實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邦總務管18F“職責之旅美國聯邦機構正在從外部引入技能型人才10新加坡政府希望通過擴大公——美國中央情報局局長BillBurns談技術獎學金項目13政府部門采取基于技能的人才模式

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

，領域30。60該。培養合作精神網。并通過激勵跨部門行動創造更多公共價值并。了跨領域合作需要具備的關鍵技能研究發現包括建立信任系統性思考人際關系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。

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,”October7,2021.AdelineTan,“Morepublicservantsquitlastyear:ChanChunSing,”StraitsTimes,February17,2022.JustinDoubleday,“WhiteHousedevelopingcyberworkforcestrategytobemore‘actionoriented’,”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縮小數據共享缺口JoeI0102030405060708縮小數據共享缺口縮小數據共享缺口PAGE25。得、1。，。從而降低風險

。突破壁壘：。。解讀數據：縮小數據共享缺口公民愿意分享數據為公共利益服務城市政府支持運作和決策使用的數據類型預防犯罪 51% 最積極前三大類型后三大類型出售個人數據 19% 最消極生物特征識別 行為 52%行政管理 89%眾包 43%城市領導者專注于擴大公民訪問數據的途徑現在 未來五年全球平均水平 29% 49%亞太地區 29% 60%領先地區非洲 14% 62%北美洲 31% 37%落后地區拉丁美洲 20% 36%物聯網 81%地理空間 34%公民認為數據隱私和安全城市需要采取更多措施，以改善數據共享，并充分利用外部數據35%45%是更大挑戰的比例，高于城市領導者公民 44%城市領導者 24%資料來源：Thoughtlab，《下一階段城市轉型路線圖》，訪問時間：2023年2月10日。行動趨勢、2利用數據服務公共利益，。努4公路交通數據環境數據和酒店

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

。，、I0102030405060708。，接種由

。因34私?？s小數據共享缺口縮小數據共享缺口29I0102030405060708縮小數據共享缺口縮小數據共享缺口PAGE3020。SmartMove遵《應21未來展望。以這取決于他們對于該數據生態系統的信任但建立這種信任不能僅靠政應該將他們的數據與他們在道德和安全領域的專業知識相結。。而是應該從戰略的角選擇恰當的政策領域和解決方案我的觀點

RenEssene

以更：并進行進一步測試。良好的數據策略是成功履行使命的關鍵它，。。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,”October2015.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1并28,000拉

34。以實現更好。突破壁壘。。。資金權限。解讀數據：消除資金孤島26億英鎊“共同繁榮基金”為英國政府推進雄心勃勃的“城鎮升級計劃”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”向各省和領地撥付超過3億加元，用于打擊社區暴力活動。逾7,000萬新加坡元75億澳元新加坡智慧國家及數字政府署提供跨部門資金和支持，澳大利亞“福利預算”在多個政府機構之間共享，推動政府開發和部署數字技術與服務。旨在應對持續上漲的生活成本，提供可負擔的兒童護理服務，增加帶薪產假等。啟動資金每年撥付資金（持續四年）

100萬美元 250

用。備注：新加坡元金額代表年度經營預算。：，全球政府論壇，2022年10月26日。行動趨勢合作LifeSG和OneBusiness新加坡總理辦持機構分配資金5全國一體，鼓勵政府機構與企業公民和其他利益相關者積極合作開發解決6“7s

89”4,5005001425,000。創建跨部門資金機制

21，22通過授權改善區域合作允。，23區域基礎設施24支25I0102030405060708未來展望。創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。并驅動結果達成數跟蹤跨部門。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

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,”October19,2022.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,”Open-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實現公共服務可定制Henry實現公共服務可定制實現公共服務可定制PAGE43 I0102030405060708”政府也1。，2。

34。I0102030405060708實現公共服務可定制實現公共服務可定制PAGE46圖1個性化公共服務的范疇

突破壁壘定制化的服務個性化設計全定制化個人定制化（圍繞市民需求設計）個性化（根據明確偏好修改定制化的服務個性化設計全定制化個人定制化（圍繞市民需求設計）個性化（根據明確偏好修改。例如“短信、電子郵件或電話聯系”）定制化程度高個性化/主動服務生活事件觸發出生死亡失業提供服務建議“如果您有X資格，您可以從Y中受益?！比巳?區域細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域按郵政編碼一套標準適用所有普適的服務，如修路消防服務來源：德勤分析。。。研(。解讀數據：實現公共服務可定制過去五年中，

70%

公民能夠接受政府機構出于下述目的收集其數據：世界各城市都計劃優先使用數字平臺

計劃使用數字平臺，通過個性化界面解決多重公民需求

預防犯罪跟蹤疾病提供交通便利

76% 75% 70%認同所在城市的數字服務提供良好客戶體驗的公民

提供社會關懷服務

67%非洲亞洲北美洲

49%27% 49%27%底認同度17%

設計個性化服務推薦工作

67% 61%60%公民表示被政府機構要求提供重復信息是件麻煩事公民愿意與政府分享生活事件服務的數據

嬰兒的出生失業親人去世

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

政府應該考慮“高。——效益——體驗——來，，，。789。，

其。“Justice4040%

北部的500個村委會進行了試點，特定地點/地理位置服務，。

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

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

37。383940，41。年426500434445未來展望一個。。

。我的觀點MarkRaymond康涅狄格州首席信息官。。。

50。研sC，在。，機。自e4K預不。，。I0102030405060708注釋實現公共服務可定制實現公共服務可定制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,”October8,2020.Twitter,“TweetfromtheHohTribe,”October7,2020.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后臺部門通過創新改善履職能力SamKapreilian,AprajitaRathore,JeanGilBarroca,JoeMariani,andPankajKishnaniI0102030405060708后臺部門通過創新改善履職能力后臺部門通過創新改善履職能力PAGE60概述。，。還。。

。轉變后臺部門，。。打破壁壘。鍵基礎后臺部門和履職服務創。解讀數據：后臺部門通過創新改善履職能力全球大多數管理者正在使用人工智能改善前端和后端系統云技術作為一種支持后臺部門創新的基礎技術，能夠影響政府職責的履行美國聯邦政府大幅增加云技術支出，將API集成到工作流程當中，同時繼續投資云原生應用和開發））29 7352019財年46 8962020財年105 9552021財年聯邦/中央 60%州/省 64%地方 64%但政府部門已經開始84%將新技術整合到業務受訪者對綜合性流程當中技術進行投資 然而，許多領導者依舊將內部效率和履職成效，作為兩個單獨的現代化目標看待

15%領導者將支持實現履職成效視為現代化目標

25%領導者將提高內部流程效率視為現代化目標資料來源：EdwardVanBuren等，《政府擴大人工智能應用：對人工智能的應用如何達到企業的高度》，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新和政府職責履行日趨協同風險識。123LaserJet4

5，，6。。，，7，40%8。9、。。。

這種調整改變了工作方式和工作主體。。，FDA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?？朔嗷ス铝⒌募夹g系統：許多部門在碎片化的舊系統中存儲數據跨部門整合數據能夠成倍提高履職效能完善跨部門政策。

創新需要重新設計能夠適應新技術的流程在舊系統上安裝一款新軟件并不能解決問題流程數字化之前并確定需要進行。鑒于技術和數重。我的觀點DennisLui新加坡財政部VITAL項目首席執行官名提。。，。VITAL的目標是在新加坡公共服務領域擴大自動化技術的應

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優化監管以支持創新WilliamD.Eggers,SamJWalsh,CarstenJoergensen,andPankajKishnani I0102030405060708概述、，；。。。的12瀕3

。19%和21%的項目正在建設中。優化監管以支持創新65I0102030405060708打破壁壘。從而確保見。

，可以改善企業與監管機構之間的關系。。優化監管以支持創新優化監管以支持創新66I0102030405060708優化監管以支持創新優化監管以支持創新PAGE73解讀數據：優化監管以支持創新全球監管機構已將沙盒作為測試創新商業模式的遍布全球的監管創新辦公室監管工具創新辦公室引入新計劃或加速實施已計劃的監管措施利用監管技術 創新辦公室 56%監管沙盒 52%區 19區 18洲 9區 8區 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多個國家實施的監管科技措施的數量能源行業沙盒與監管機構/央行掛鉤的加速器?正在開發中 實驗階段 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