The New Role of the Public Servant in the Digital Age

The views expressed are those of the author and do not necessarily reflect the views of ASPA as an organization.

By Mauricio Covarrubias
September 13, 2024

Digital transformation is deeply changing the roles of public servants. It is no longer about simply fulfilling traditional administrative responsibilities; rather, public servants now play a critical role in the implementation, monitoring and optimization of advanced technologies. In this context, public officials need to be trained to manage technological tools that improve the efficiency and quality of services offered to citizens.

One of the most visible aspects of this transformation is citizen services. The rise of digital platforms, electronic portals and mobile applications has raised expectations regarding the speed and accuracy of government services. In countries like Estonia and Singapore, governments have implemented comprehensive digitalization initiatives, allowing procedures such as tax declarations or enrollment in social programs to be performed online. These cases illustrate how technology can transform the citizen experience, reducing bureaucracy and improving access to services.

Estonia, a pioneer in the digitalization of the public sector, provides 99% of its government services online through the e-Estonia platform. This has led to significant reductions in operational costs and has freed public servants to focus on more strategic tasks. However, for these digital tools to be effective, officials must develop new technical skills that enable them to manage and supervise these systems.

Finland has also taken significant steps in training public servants to use big data in decision-making. In 2020, the government launched the AI for Government, which trains officials in the use of artificial intelligence (AI) to analyze large data volumes and make more informed decisions in areas such as health and education. Such initiatives not only enhance technical competencies but also impart ethical principles for responsible decision-making with AI.

The adoption of big data in the public sector allows governments to anticipate needs and problems before they become critical. For instance, in Denmark, public servants use predictive analytics to manage health resources, enabling a more agile response to increases in demand. This approach transforms public officials into strategists who use real-time information to enhance services.

South Korea has been another leader in implementing advanced technologies. In 2019, the government launched the Government 24 platform, which uses AI to manage over 5,000 public services, from issuing documents to providing automated advice to citizens in key areas such as health and employment. AI has allowed public servants to focus on more critical tasks, while technology handles repetitive processes.

However, the implementation of AI in the public sector also poses ethical challenges. In the Netherlands, the use of an algorithm to detect social benefits fraud led to the discrimination of ethnic minorities. This case highlights the importance of ensuring that public servants not only manage technology but also guarantee transparency and fairness in automated decisions.

In this context, the professionalization of public servants must encompass both technical competencies and ethical skills. According to the OECD, digital transformation should be accompanied by new competencies to enable public servants to understand, supervise and maintain technological systems.  Governments are beginning to integrate ethical modules into digital training programs. In Canada, the government has developed the Canadian Digital Academy, which trains public servants in AI, cybersecurity, and big data, with a strong focus on transparency.

In addition to technical and ethical competencies, public servants also need leadership skills to manage change. The success of digital transformation depends not only on the adoption of technological tools but also on the ability of public leaders to promote a culture of innovation. Leadership in the digital age requires a new set of skills, including the ability to foster collaboration, drive innovation and inspire teams to embrace change.  

The United Kingdom, with its GDS Academy, not only trains servants in digital competencies but also prepares them to lead change within their institutions by developing these critical leadership qualities.  This focus on leadership is essential, as digital transformation is not just a technological shift but also a cultural and organizational one. Public servants must be equipped to lead not by authority alone but by exemplifying adaptability and forward-thinking in their approach to governance.

The new role of the public servant in the digital age is much broader than that of a mere policy executor.  Public officials are expected to be technologists, data analysts and ethical leaders, capable of managing advanced tools such as artificial intelligence and big data, and overseeing their application responsibly and justly. As governments around the world advance in the digitalization of their services, ongoing training and professionalization of public servants will be key to ensuring that these changes translate into an improved quality of life for the citizenry.

---

Author: Mauricio Covarrubias is Professor at the National Institute of Public Administration in Mexico.  He is co-founder of the International Academy of Political-Administrative Sciences (IAPAS).  He is the founder and Editor of the International Journal of Studies on Educational Systems (RIESED). Member of the National System of Researchers of CONHACYT.  He received his Ph.D. from the National Autonomous University of Mexico.  He can be reached at [email protected] and followed on Twitter @OMCovarrubias

(13 votes, average: 4.62 out of 5)
Loading...