Government Operations & Productivity

Design and improve government delivery units and systems and create a performance-oriented culture, enabling governments to accelerate key strategies and unlock the full potential of their operations.

Leverage the latest AI technologies to help governments reimagine their operations across the value chain.

Harness data, analytics, and AI-powered technologies to drive efficiency and effectiveness of decision-making processes across agency operations.

Empower government organizations to make calculated decisions that maximize procurement impact through agile, digital operating models.

Equip agencies and departments with the capabilities, talent, and upskilling needed to transform operations and streamline processes.

We explored Gen AI’s potential for improving productivity and customer outcomes for a European government department. Together, we developed a live proof-of-concept Gen AI–backed agent assistant that synthesizes complex guidance for call-center agents, reducing manual tasks by 20 to 35 percent. The tool also provides instant post-call summaries and automated reporting on customer satisfaction. The estimated productivity benefit could be more than 30 percent, with cost savings of $20 million to $40 million. The proof of concept also demonstrated enhanced detection capabilities to support vulnerable individuals. The organization is now considering scaling the solutions, which will reduce call times, improve workforce resilience, and increase flexibility.

We have been supporting a Middle Eastern ministry in developing a national health strategy and building a health-information-exchange platform consisting of multiple solutions. After two years, several solutions have launched; with all solutions fully implemented, this program is projected to drive a 0.5 percent growth in GDP and reduce healthcare ecosystem costs by 10 to 15 percent through the elimination of redundant tests and procedures. Healthcare expenditures are also estimated to decrease by $7 billion. By introducing best practices across multiple departments, we will have enhanced patient outcomes and experiences, including a 5–10 percent reduction in follow-up appointments, a 30–35 percent reduction in preventable adverse drug events, and a 25–30 percent reduction in readiness rates.

We formed a partnership with a North American agency to improve healthcare services and build workforce capabilities. We supported the entity in enhancing operational resilience, creating a comprehensive data lake, supporting care and payment innovation, accelerating the use of automation technologies, and providing training and workshops. These efforts have laid the foundation to increase trust in healthcare services among patients, caregivers, and communities.