Improving government service

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While a gap often exists between government service delivery and the digital experience that citizens and businesses have come to expect, the good news is that many governments are making big strides in this area.
Simon Cooper leads digital government–focused customer strategy and experience for Deloitte Digital covering three levels of government across Australia. He is passionate about making it easier for citizens and businesses to interact with public services. Cooper has over 17 years’ experience and has worked with over 60 government agencies as a consultant and as a senior public servant. He co-authored the book, ‘Are we there yet? The Digital Transformation and Government in Australia’ (2019) and regularly writes on digital transformation in government.
Gretchen Brainard is Deloitte’s Government & Public Services, Customer and Market Offering Portfolio leader, overseeing five offerings, and a team of over 5,000 practitioners in the US and India. Her portfolio focuses on elevating the citizen experience and supports critical missions of dozens of federal; state, and local government agencies; and higher-ed institutions. Her focus is on making an impact for her clients through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of citizens’ interactions with the public sector.
Debbie Sills serves as Deloitte’s Global Consulting leader for the Government and Public Services Industry and is a nonexecutive director of the Deloitte US Board. During her time with Deloitte, Sills has held a number of leadership roles, including National managing principal for Deloitte’s US Public Sector Industry practice, managing principal for Deloitte’s Federal Strategy and Operations practice, and has served as Deloitte Consulting’s chief risk officer, and a member of the Consulting Board and Management Committee.
John O’Leary is a senior manager with Deloitte Services LP and is the state and local government research leader for the Deloitte Center for Government Insights. Prior to joining Deloitte, he served as the vice president of communications and executive reporting with State Street Bank. O’Leary previously served in multiple senior leadership roles for the Commonwealth of Massachusetts and was a distinguished research fellow at the Kennedy School of Government at Harvard University. He is the co-author of the 2009 Washington Post bestseller, If We Can Put a Man on the Moon.
Pankaj Kishnani is a research manager with the Deloitte Center for Government Insights. His research focuses on identifying trends in emerging technologies in the public sector. He also closely tracks digital government transformation, regulation of emerging technologies, role of government in catalyzing innovations, and citizen-centric service delivery models.