Work efficiently

Minimise waste, reduce costs and improve speed and quality.

Definition

Efficiency in government services refers to “doing more with less” or “doing better with the same”. It is about the optimal use of inputs (resources such as manpower, technology, time, and funding) to deliver the best output (high quality public services).

In order to be efficient, the goal is to minimise waste, reduce costs and improve speed and quality while achieving the desired outcomes.

In a globalised world, countries compete for investments, talent and tourism. To achieve that, providing seamless and hassle-free experiences to citizens, residents and businesses is a necessity.

Delivering a world-class service experience increasingly relies on efficiency, which has become a cornerstone of modern public administration.

Private companies have sped up delivery times and improved user experience by focusing on end-to-end digital transformation of services, using agile, product-centric ways of working and investing in modern technology and systems. Government services are adopting a similar approach to drive further efficiencies, ultimately aiming at improving people’s lives.

Efficiency goals and impact

Because efficiency represents the maximisation of output, quality, and responsiveness of services, given a set amount of resources, typical efficiency goals are around:

Streamlining workflows, reducing redundancies and eliminating inefficiencies.
Maximising outcomes or outputs with minimum inputs, or at a minimum cost.
Managing time effectively, prioritising and eliminating time consuming or unnecessary steps.

In driving for efficiency, one key aspect is typically to meet or exceed Service Level Agreements (SLAs) in the most cost effective manner.

Service Level Agreements (SLAs) are legally binding contracts signed between two parties, in which they agree on what services will be provided, how they will be measured and the resulting consequences.

Having those agreements in place with internal and external partners ensures the adherence to appropriate service levels.

Efficiency dimensions

There are multiple dimensions to consider when thinking through efficiency in government services:

Operational efficiency

There are multiple dimensions to consider when thinking through efficiency in government services:

Potential impact

Improved Service Level Agreements (SLAs) compliance, such as:

Reduced time to deliver a service.
Increased outcome
Higher quality

Personnel efficiency

Refers to optimising the performance of government employees through effective hiring, training and performance management.

Potential impact

Higher employee productivity and morale

Increased services delivered per employee
Employee turnover rate
Employee satisfaction score

Technological efficiency

Includes leveraging modern technology such as real-automation

Potential impact

Better use of human resources

Greater number of services digitised
Reduced service delivery time
Higher accuracy in service delivery

Financial efficiency

Involves optimising the use of available funds, and improving budgeting processes.

Potential Impact

More services within the same budget, potentially expanding the scope of SLAs without additional cost

Reduced cost per service delivered
Increased budget utilisation rate

Impact

Embracing innovative ways to maximize overall productivity drives service excellence through the adoption of a product mindset.

Ultimately, efficient services ensure that individuals receive services in a timely and high-quality manner, resulting in heightened satisfaction and trust in the government.