Citizen-Centered Public Sector Organizations Operate As “OneOffice”

This write-up shares real examples of how state and local government agencies are putting citizen and employee interest at the heart of designing a more effective and efficient way to work and create value.

The stories address challenges and changes in procurement, finance, data sharing, and changing behaviors for better outcomes, e.g., compliance, loyalty, engagement, and safety — at the Illinois Department of Child and Family Services and CIO, Tennessee Department of General Services, Emory University, and the Georgia Department of Administrative Services.

These initiatives are bringing together behavioral economics (why people do what they do), data and analytics, design thinking, “choice” architectures, and business outcome metrics to better understand and map actions, processes, and digital technology for a new way of working in government. They address this core challenge: How do we create better value for constituents from public institutions around outcomes and with new ways of working?