Public Service
Modernizing public services with secure, transparent, and efficient digital solutions for government agencies and public organizations.
Public services including healthcare, education, social welfare, civil administration, licensing, tax administration, and other citizen-facing services are essential for societal well-being and development. In recent years, global trends toward digital transformation, transparency, and inclusive governance have reshaped how these services are delivered, emphasizing efficiency, accessibility, and equity. By analyzing regional differences and emerging patterns, stakeholders such as policymakers, administrators, and researchers can identify gaps, evaluate performance, and design reforms that improve overall service delivery. The public service sector plays a pivotal role in any economy, providing critical infrastructure and support systems that underpin education, healthcare, social welfare, public safety, and government administration. With rising citizen expectations, limited budgets, and the growing demand for transparency, there is an increasing need for technological adoption. Advanced tools and systems can enhance operational efficiency, streamline processes, boost citizen engagement, and strengthen public trust, enabling governments to meet the evolving demands of their populations.
PUBLIC SERVICE NOW
of EU residents aged 16–74 used an online public authority service in 2024, up 0.7 percentage points YoY, signalling steady growth in digital government engagement
of EU citizens used e-government platforms to obtain public-service information, while 40% accessed personal records and 38.1% downloaded or printed official forms
adoption in Denmark versus 25.3% in Romania highlights wide intra-EU disparity, with top performers (Netherlands: 96.0%, Finland: 95.4%) far ahead of lagging markets
public services are available online on average across African countries in 2024, indicating progress but continued limitations in service breadth
of Africa's online public services are fully digital, as many still require in-person follow-up, making Africa the lowest-ranking region globally for end-to-end digital service delivery
Projected Revenue Of The Global Public Service Sector 2024 onwards
Public Sector Global Footprint
According to recent data, the public sector is estimated to represent about 16% of global GDP, encompassing government consumption, publicly funded services, public-sector employment, public procurement, infrastructure investment, and social services.
2025 Economic Footprint
Based on the 16% share and global economic output for 2025, the projected global public‑sector economic footprint is approximately US$ 18.5 – 19.0 trillion in nominal USD terms.
2026 Projection
Assuming modest growth in global GDP in 2026 and retention of the public‑sector share at ~16%, the projected global public‑sector economic footprint for 2026 is approximately US$ 19.5 – 20.5 trillion in nominal USD terms.
Growth Drivers
This projection reflects a modest increase over 2025 driven primarily by global economic growth and maintained levels of government intervention and spending worldwide.
Key Opportunities
Digital transformation involves integrating digital technologies into all aspects of public sector operations, enabling agencies to offer faster, more transparent, and accessible services.
- E-Government platforms allow citizens to access public services online, such as applying for permits, paying taxes, or submitting complaints.
- Reduces bureaucratic delays and paperwork.
- Improves accessibility, especially for citizens in remote areas.
- Enhances operational efficiency and cost-effectiveness.
Example:
Countries like Estonia have implemented comprehensive e-government systems where almost all public services are available online, leading to higher citizen satisfaction and reduced administrative costs.
AI and big data analytics enable governments to make informed decisions by analyzing patterns, predicting trends, and optimizing resource allocation.
- AI algorithms can be used for predictive modeling, risk assessment, and decision support systems.
- Enhances policy planning through evidence-based insights.
- Optimizes allocation of resources in healthcare, education, and infrastructure.
- Enables early identification of risks, such as public health outbreaks or traffic congestion.
Example:
In the U.S., AI-powered predictive policing tools help law enforcement allocate resources more effectively while analyzing crime patterns to prevent incidents.
IoT involves connecting physical infrastructure to the internet using sensors and devices to collect real-time data.
- Smart infrastructure can include intelligent transportation systems, connected utilities, and environmental monitoring devices.
- Enhances efficiency in public transport, water distribution, and energy use.
- Prevents infrastructure failures through real-time monitoring.
- Improves public safety and reduces operational costs.
Example:
Smart street lighting systems that adjust brightness based on traffic flow can reduce energy consumption and improve safety in European cities.
Cloud computing enables public agencies to move away from legacy systems, offering scalable, flexible, and cost-efficient solutions for data storage and application deployment.
- Reduces the need for expensive IT infrastructure and maintenance.
- Supports remote work for public employees.
- Ensures secure storage and backup of critical data.
Example:
Many African countries have begun adopting cloud-based education platforms to provide access to digital learning materials nationwide.
With digital transformation, safeguarding sensitive citizen data becomes crucial. Cybersecurity solutions protect against data breaches, cyberattacks, and fraud, ensuring privacy and trust.
- Builds citizen confidence in digital services.
- Complies with regulatory and legal requirements.
- Protects national and institutional security.
Example:
The U.S. government invests heavily in cybersecurity frameworks for protecting federal systems and sensitive citizen information.
Blockchain is a decentralized ledger technology that ensures secure, immutable, and transparent record-keeping.
- Can be used for public procurement, voting systems, and property registries.
- Reduces corruption and fraud in government processes.
- Increases transparency and public trust.
- Facilitates secure and efficient administrative processes.
Example:
Several African countries are piloting blockchain-based land registry systems to prevent property disputes and ensure secure ownership records.
Telehealth and digital service delivery allow citizens to access healthcare, social support, and educational services remotely, overcoming geographical and logistical barriers.
- Expands service reach to underserved or rural communities.
- Reduces pressure on physical facilities.
- Encourages preventive care and continuous monitoring.
Example:
Brazil and parts of Europe have implemented telemedicine platforms to provide virtual consultations, reducing hospital congestion and improving patient care.
RPA automates repetitive, rule-based tasks such as data entry, reporting, and application processing, freeing employees for more complex work.
- Improves efficiency and reduces human errors.
- Accelerates service delivery timelines.
- Reduces operational costs and administrative burdens.
Example:
Government welfare programs in Europe have started using RPA to streamline benefits distribution and application processing.
Digital platforms, mobile apps, and AI-powered chatbots allow citizens to interact with public agencies in real time, providing feedback and reporting issues.
- Enhances responsiveness to public needs.
- Strengthens citizen participation in governance.
- Provides valuable insights for policy improvement.
Example:
Singapore uses mobile apps for citizens to report municipal issues like potholes, ensuring faster response times and higher satisfaction.