Back to all sectors

Public Administration

The strength of a society is not measured by the wealth of its private sector, but by the integrity, efficiency, and compassion of its public sector.

Public sector organisations have made significant strides in ensuring they are relevant, transparent, and effective. In a society already accustomed to an online-driven life, the real challenge now is to deliver public services that are seamless, first-time-right, and real-time. While emerging digital technologies are key enablers, public sector solutions must also cater to those with limited or no access to technology.

We help public sector organisations define strategic direction, enhance public services, improve citizen experience, optimise processes, and execute both digital and non-digital transformations. We enable them to develop a more holistic understanding of societal needs, becoming citizen-centric, digital, proactive, faster, and more efficient.

Selected engagements

Governance Model Establishment

We acted as advisors to one of the ministries to establish the governance model for state-owned entities, identifying synergies and commercialisation potential.

Operating Model Design

We designed a new operating model and organisational structure for a governmental agency, optimising its internal workflows and communication processes. This transformation allowed the agency to streamline decision-making, improve accountability, and enhance service delivery.

Public Expenditure Review

We worked alongside the Ministry of Finance to perform systematic public expenditure reviews, aiming to improve mid-term planning efficiency and identify savings. Additionally, we contributed to the development of new mid-term budgeting guidelines for agencies.

Service Design

We helped a municipal agency empathise with its customers by co-creating customer personas and redesigning services. As a result of this redesign, the NPS score improved, the number of inbound call centre queries and complaints decreased by 30%, and freed-up resources were redeployed to value creation and long-term strategic initiatives.

Social Payouts Process Design

We helped redesign the social payouts process in a municipality, reducing customer lead time by more than 50% and increasing self-service e-channel usage by more than four times.