The future of work is here. The effects of the COVID-19 pandemic have forced state and local government to rethink how they interact with citizens and continue to provide vital citizen services to constituents. Processes and procedures put in place now to navigate the changes brought on by the pandemic will have a lasting impact on what the future of the government workforce will look like –a more flexible, digital approach to government services.
What is changing
In line with commercial counterparts, government entities are being forced to quickly rethink workflows, workplaces and technological constraints to stay connected, productive and responsive to citizens’ needs. CGI’s 2020 Client Global Insights report shows that state and local government clients are increasing their focus on becoming digital organizations through the pandemic. Government clients surveyed for the report after March 11, 2020 reported a 24 percent increase in priority around 'becoming digital to meet citizen expectations.'
The halt to in-person services in March 2020 made it clear that governments need to rapidly adapt and respond to changing scenarios, including:
- How the workforce delivers the services their agencies are expected to deliver
- How to create and manage a remote workforce
- How constituents will receive government services