Balancing modernization with public trust

In my pre-Bain life I did a fair amount work focused on making government payments accessible, easy to use, and modern. Recent DOGE efforts draw attention to the need for improvement, but I fear the result will be chaos. But it is a wake-up call for how we can do better. Payment enabled eGov solutions ought to be seamless, secure, and efficient. Instead, they are often a mess of inefficiency, manual processes, and legacy systems that frustrate both citizens and businesses. Governments can (and must) do better. Based on my work with municipal, state/provincial, and national agencies here in the U.S. and abroad, here are my suggestions: 1️⃣ Go digital—but do it right Paper checks and manual processing should be relics of the past. e-payments reduce costs, increase speed, and improve security. But modernization needs to be done strategically, not as a rushed power grab. The Government Finance Officers Association (GFOA) stresses the importance of clear policies to ensure smooth implementation. 2️⃣ Prioritize security and access controls One of DOGE’s biggest missteps was attempting to override Treasury’s existing safeguards. To retain trust, governments need to implement robust security protocols, multi-factor authentication, and access restrictions to prevent unauthorized use of sensitive financial data. 3️⃣ Build transparency and accountability Every payment should be auditable, and every decision should be accountable. Establishing clear oversight mechanisms prevents fraud and ensures public trust. Solutions like real-time transaction monitoring and transparent reporting help keep everyone honest. 4️⃣ Leverage APIs and interoperability Government payment systems should integrate seamlessly with banking infrastructure, tax agencies, and social services. APIs allow for better data exchange, reducing processing delays and ensuring more efficient fund distribution. 5️⃣ Ensure 24/7 availability Citizens rely on government payments for essentials. Government agencies can take advantage of round-the-clock payment rails. But real time payment infrastructure isn't enough. Gov agencies need redundancy measures in place to prevent downtime and must streamline internal processes to ensure that benefits and refunds aren’t delayed by bureaucratic inefficiencies. 6️⃣ Use smart reporting and analytics Robust data analytics can help detect anomalies, optimize agency cash flow management, and prevent fraud. Government entities should invest in AI-driven insights to improve forecasting and decision-making. The Path Forward Government payment modernization isn’t just about technology—it’s about trust. DOGE’s overreach highlights the dangers of prioritizing speed over thoughtful execution. The alternative? A strategic, well-governed shift toward digital, secure, and interoperable payments that serve the public good. The stakes are too high to get this wrong. Let’s make sure we get it right. (photo is me in Islamabad back in 2016)

AI is transforming how government operates — but how do we know it’s working for the people we serve? The new M-25-21 memo from the Office of Management and Budget lays out a bold path for accelerating the responsible use of AI in federal agencies. Included in this policy is a powerful reminder: if we’re not listening to the public, we’re not doing it right. Section 8 of the memo directs agencies to actively solicit feedback from the public — not just during design, but throughout the entire lifecycle of an AI system powering service delivery and more. It calls for usability testing, post-transaction, “Tell Us About Your Experience” prompts, public meetings, and more. Customer experience (CX) is central to AI governance and service delivery. Today’s most forward-leaning agencies are operationalizing CX — not just measuring satisfaction, but embedding real-time feedback loops into the systems that power everyday interactions. With the rise of AI, these feedback mechanisms are more critical than ever. Why? Because while AI can scale decisions, CX ensures we scale the right ones. And to do that you need nervous system of experience. Operational CX platforms allow us to: - Track the impact of AI on service quality to understand effeciency and effectiveness with great fidelity - Identify friction and failure points in real time - Enable continuous learning from the voice of the customer and employee - Build trust through transparency, responsiveness, and accountability This is mission-critical. As we invest in modernizing government through AI, we must also modernize the way we listen. Feedback is the fastest path to efficiency, effectiveness, productivity, innovation, performance, trust, and better outcomes. AI moves fast. Trust moves at the speed of experience. Embracing operational CX will help build and transform systems that work for the people. #Leadership #AI #CX #ServiceDelivery #OperationalCX #CustomerExperience #PublicTrust #Technology #Innovation #Government

The report “Responsible AI in Public Sectors: How the Washington State Government Uses and Governs AI”, prepared by Washington Technology Solutions (WaTech) in collaboration with CITRIS and the Banatao Institute, and the Center for Long-Term Cybersecurity at University of California, Berkeley, provides an in-depth analysis of #WashingtonState’s approach to integrating and regulating #artificialintelligence in public services. It highlights key #policies, governance structures, and ethical considerations that guide #AI deployment within #governmentoperations. The report outlines Washington State’s AI governance framework, emphasizing transparency, accountability, and fairness in decision-making processes. It explores the mechanisms in place to ensure AI systems align with public sector values, including #riskassessment methodologies, bias mitigation strategies, and public engagement initiatives. Case studies illustrate how AI is applied across various domains, such as healthcare, transportation, and #law enforcement, demonstrating both the benefits and challenges of AI adoption in government services. One of the core findings is that #responsibleAI governance requires a balance between #innovation and oversight. The report identifies best practices in policy design, regulatory compliance, and cross-sector collaboration to enhance AI’s effectiveness while minimizing societal #risks. It also discusses ongoing challenges, such as #algorithmicbias, #dataprivacy concerns, and the need for #workforce training to adapt to AI-driven transformations. In conclusion, the report underscores that Washington State’s AI governance model serves as a potential blueprint for other public sector institutions. By prioritizing ethical considerations, fostering public trust, and implementing robust oversight mechanisms, governments can harness AI’s potential to improve service delivery while ensuring accountability and fairness in its application.

Christophe Gaie and @Jean Langlois-Berthelot examine trust in digital public services, linking it to broader confidence in government. They highlight key factors influencing e-government adoption, including user experience, cybersecurity, accessibility, and transparency. While digitization has progressed, evidenced by increased online interactions, challenges persist, such as high abandonment rates, security risks, and the digital divide. The authors reference models like the DeLone and McLean IS Model to explain how trust, satisfaction, and service usage are interconnected. They emphasize best practices for improving public confidence, such as transparent data policies, intuitive digital interfaces, and robust cybersecurity. However, effective digital governance requires balancing accessibility, security, and financial feasibility to ensure long-term sustainability. The digital transformation of public services carries economic and geopolitical implications beyond trust and functionality. A key challenge is the high cost of implementation, maintenance, and cybersecurity, which, despite improving efficiency, many governments, particularly in developing economies, struggle to sustain, often relying on private-sector partnerships, raising concerns over corporate influence and the geopolitical risks of foreign-controlled digital infrastructure. Dependence on international tech firms for cloud services and data management exposes states to external control over sensitive information, increasing vulnerabilities related to data localization, regulatory alignment, and economic coercion. Big Tech firms play a dual role, enabling digital public services while consolidating influence over global digital ecosystems. Through lobbying, these companies shape regulations to secure favorable policies that strengthen their market dominance. Additionally, relying on corporate-controlled digital infrastructure may reduce national autonomy, making governments dependent on external platforms. A balanced approach must ensure efficiency without compromising sovereignty. Governments should develop secure, sustainable digital systems while managing private-sector collaborations to prevent excessive dependency. Investing in national digital infrastructure, promoting open-source solutions, and enforcing strong data governance can mitigate risks. However, digitalization also risks marginalizing certain demographics, particularly the elderly and low-income populations, who may struggle with access and digital literacy. Ensuring inclusivity through digital training and accessible services is essential. While digital transformation enhances public services, its long-term viability depends on economic sustainability, strategic autonomy, and equitable access, ensuring national interests remain protected in an increasingly digital world. #globalaffairs #digitalpublicservices #goverment #bigtech #digitaltransformation Institut Polytechnique de Paris

Stakeholder Analysis: Balancing Competing Demands in a Rapidly Changing World Herbert Kaufman’s "Administrative Decentralization and Political Power" described three persistent, competing demands in public administration: Representation: Ensuring responsiveness to political and societal needs. Professionalization: Building expertise and efficiency through merit-based systems. Executive Leadership: Maintaining central control to drive cohesive policy and action. When Kaufman wrote in the mid-20th century, these cycles evolved slowly, shaped by broader societal trends. Today, thanks to the 24/7 news cycle, social media, and the internet, the periodicity of these cycles has likely compressed. Stakeholders now demand simultaneous representation, professionalism, and decisive leadership—often without recognizing the trade-offs involved. One striking example of this tension is the creation of Police and Crime Commissioners (PCCs) in England and Wales. This reform aimed to enhance local accountability (representation), but critics argue that it risks insulating police forces (professionalization) and creates new challenges for central oversight (executive leadership). The result? A mix of increased local focus and friction between public expectations and institutional capacity. So, how can leaders and managers navigate these dynamics effectively? Stakeholder analysis is the key—when done thoughtfully, it can illuminate the values, fixations, and trade-offs inherent in every decision. Stakeholder Analysis: Going Deeper Here’s how to account for competing demands and the implications of getting what you want: Map Stakeholder Fixations: Identify the core values driving stakeholders—are they prioritizing responsiveness, expertise, or control? Understanding their “fixations” helps predict resistance or support. Anticipate Trade-Offs: Recognize that achieving one goal often diminishes another. For example, a more professionalized, merit-based system may deliver expertise but could alienate communities seeking political responsiveness. Assess Long-Term Impacts: Ask, “What happens if we succeed?” Understand the ripple effects of meeting stakeholder demands. In the PCC case, local control may improve public trust in some areas while eroding cohesion in national policing. Balance Competing Demands Over Time: Think cyclically. Stakeholders may demand representation today and professionalization tomorrow—how can you build flexibility to adjust without losing momentum? Communicate Trade-Offs Transparently: Stakeholders often resist change when they don’t understand its full context. Engage them in dialogue about why certain priorities take precedence and what will follow. Leadership in 2025 requires more than simply meeting demands—it requires helping stakeholders understand the full implications of their priorities and cultivating shared ownership of decisions. Any tips👇 #Leadership #PublicAdministration #ChangeManagement #DecisionMaking #ProjectManagement

𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻 𝘄𝗶𝘁𝗵𝗼𝘂𝘁 𝘁𝗿𝘂𝘀𝘁 𝗶𝘀 𝗹𝗶𝗸𝗲 𝗮 𝗰𝗮𝗿 𝘄𝗶𝘁𝗵𝗼𝘂𝘁 𝗲𝗻𝗴𝗶𝗻𝗲—𝗶𝘁 𝘄𝗼𝗻’𝘁 𝗴𝗼 𝗳𝗮𝗿. Adopting groundbreaking technologies often faces hesitation, just as the polio vaccine did in the 1950s. Only after strict safety procedures were established by regulators like the FDA did public trust grow, enabling widespread adoption. How can we apply these lessons to AI? ⬇️ 1️⃣ 𝗥𝗶𝘀𝗸-𝗕𝗮𝘀𝗲𝗱 𝗥𝗲𝗴𝘂𝗹𝗮𝘁𝗶𝗼𝗻: Not all AI applications pose the same risks—some demand stricter oversight than others. A tiered approach to regulation, like in biotech or medical devices, could pave the way. 2️⃣ 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗧𝗿𝗮𝗻𝘀𝗽𝗮𝗿𝗲𝗻𝗰𝘆: While the end users of AI are still evolving, we can standardize how AI systems are created—ensuring transparency and adherence to principles like fairness, accountability, and reliability. 3️⃣ 𝗕𝗼𝗿𝗿𝗼𝘄𝗶𝗻𝗴 𝗳𝗿𝗼𝗺 𝗣𝗵𝗮𝗿𝗺𝗮: The pharmaceutical industry’s Good Manufacturing Practices (GMP) focus on transparent production processes. A similar framework for AI development could enhance safety and build public trust. Balancing innovation with trust isn’t easy, but it’s critical. Regulators, organizations, and technologists must collaborate to create standards that inspire confidence while enabling progress. What other industries could provide valuable lessons for AI governance? Share your thoughts! ... ♻️ Repost if you agree. 👋 Hi I'm Patrick, an AI advisor and investor. I post about AI / tech insights for business leaders every weekday morning. Follow to stay informed.  GITEX GLOBAL Largest Tech & Startup Show in the World