From Strategy to Results: What the Best Government Transformations Have in Common

This presentation explores the patterns of successful digital transformation within government agencies, emphasizing that technology, including AI, must be paired with strategy, governance, and expertise to create real impact. The speaker introduces a framework consisting of four stages: Grow, Know, Deliver, and Measure, positioning AI as an accelerator within this model rather than a standalone step. Through interviews with representatives from the Philadelphia Water Department and the World Trade Center Health Program, the content demonstrates how designing around user journeys and specific 'moments' can build public trust and improve service delivery. Key takeaways include the importance of aligning diverse stakeholders—such as IT, privacy, and program leaders—around shared outcomes and using data-driven evidence to continuously improve digital experiences.

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From Strategy to Results: What the Best Government Transformations Have in Common