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Government orga­nizations must tackle risk and uncertainty in a more systematic and enterprise manner. The authors of this new report, Peter Young and Trang Hoang, provide timely and insightful perspectives that underscore the connection between lead­ership actions that support government risk management and successful efforts to implement enterprise risk management (ERM). The report explores two dis­tinct concepts—risk leadership and ERM readiness.

Government executives and managers should plan for continuous disruption and for how their agencies and departments will operate under continuous turbulence and change. In 2022 alone, the world witnessed war in Ukraine, the continuing effects of the COVID-19 pandemic, and natural disasters such as Hurricane Ian—not to mention energy scarcity, supply chain shortages, the start of a global recession, record highs for inflation, and rising interest rates.

The report draws on the findings of an expert roundtable with senior leaders from a variety of agencies, as well as nonprofit, academia, and technology organisations. Roundtable participants discussed learnings and case studies of transformation to chart a course to the trusted digital services of tomorrow, focused on three main questions:

In this report, the author discusses how digital service teams bring “service designers” into government to transform service delivery. These designers use human-centered design approaches to help public sector organizations refine strategies, rethink the nature of services, and reflect the way that citizens want to use a public service.