Our Insights

Interview

Two views on how customer experience can better serve US military veterans

– Robert McDonald, the former secretary of the US Department of Veterans Affairs, and Tom Allin, the agency’s former head of veterans experience, discuss the role of frontline employees and organizational innovation in building a customer-centric culture.

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Africa Delivery Hub

In this new model of client service, local public and social sector experts are “on the ground” helping to translate strategy recommendations into pragmatic working programs and processes.

McKinsey Center for Government

The McKinsey Center for Government is a new global hub for research, collaboration, and innovation in government performance.

Featured publication

Issue

McKinsey on Defense, Number 9

– As austerity settles in, our latest collection explains the ways that defense ministries, NATO, and defense companies are adapting.

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More insights

Podcast

Making government for the people

– Budget constraints and the rapid pace of technological change mean governments must not only deliver services more effectively... and efficiently but also prioritize citizens’ needs.
Article

The next generation of infrastructure

– Sustainable projects will add trillions to the world’s infrastructure costs. Our report finds that private-sector investors... must look at new ways to fill the gap.
Commentary - McKinsey Quarterly

Getting ready for the future of work

– Artificial intelligence is poised to disrupt the workplace. What will the company of the future look like—and how will people... keep up?
Article

Taming scope creep to keep public-sector projects on track

– There’s a monster that eats projects: scope creep. To keep the creep at bay, organizations need discipline, collaboration,... and a relentless focus on real user needs.
Article

The rising advantage of public-private partnerships

– In the United States, governments are increasingly turning to public-private partnerships (P3s) to implement public infrastructure... works. Here’s why the benefits of P3 project delivery, not just financing, will continue to shift the market in this direction.
Article - Financial Times

Paying young Americans to learn

– Nearly one in six American workers is unemployed or underemployed, yet more than 6m jobs remain unfilled. Business has become... the driving force behind a rethink of how training is organised.
Interview

Building a long-term customer-experience vision at the Social Security Administration

– Carolyn Colvin, the Social Security Administration’s former acting commissioner, discusses the critical elements in incorporating... customer-centric thinking in a high-level strategy.
Interview

Improving public safety through customer experience at the National Weather Service

– Laura Furgione, the NWS’s former deputy director, discusses where the customer fits in with the agency’s mission of... protecting lives and property.
Interview

Innovating the customer experience in national parks

– Rick DeLappe, the project manager for Recreation.gov, discusses redesigning the user experience and the Recreation Information... Database.
Interview

Using data to improve customer experience in passport services

– The head of operations for the US State Department’s Passport Services Directorate discusses how her team finds creative... ways to use sometimes-imperfect customer data to improve the passport-application experience.
Book Excerpt

Agility in US national security

– Even the world’s largest bureaucracy can learn to dance. This excerpt from a new book published by Aspen Strategy Group... suggests how.

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