Report launch: do government services work for citizens?

October 17, 2023

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Governments around the world have rarely faced as much pressure as they do now. A once-in-a-century pandemic, high inflation, budgetary pressures, volatility caused by global conflicts, and mass industrial action pose major challenges that governments and civil services have to overcome.

Amid all these pressures, do government services still work effectively?

Exclusive research by Global Government Forum and knowledge partner Appian has examined how well public services are responding to these pressures. We have surveyed public servants around the world to find out how they rate both the quality of the services provided by their organisation, and the standard of the government services they use.

This launch webinar shared that exclusive insight into how public servants in the United States, United Kingdom, Canada, New Zealand, Germany, Spain, Mexico, Italy rate government services, as well as revealing the extent to which public servants workloads are increasing, and where they would like to focus their effort to improve services in the months ahead.

Join this launch session to find out:

  • The countries where public servants are feeling the greatest pressure from increasing workloads.
  • The services that public servants rate higher than those they deliver for government.
  • What support from new technologies they want in their jobs.


Michael Wernick, Jarislowsky chair of public sector management at the University of Ottawa, and former Cabinet Secretary in the Canadian government

Michael Wernick’s distinguished 38-year career as one of the key leaders of Canada’s world-class federal public service culminated in serving from 2016 to 2019 as the 23rd clerk of the Privy Council and secretary to Cabinet. With 28 years as an executive in the federal public service, including 17 years in the community of deputy ministers, and three as clerk, Wernick is one of Canada’s most experienced and influential public sector leaders. He appeared frequently at parliamentary committees, participated in dozens of intergovernmental and international meetings, and spoke at many conferences. Wernick worked closely with three prime ministers and seven ministers and attended close to 300 meetings of Cabinet and its committees. He was the key public servant at the Privy Council Office during three changes of prime minister. In October 2021, UBC Press released Wernick’s book Governing Canada: A Guide to the Tradecraft of Politics and Wernick undertook an extensive series of media interviews, podcasts and webinars to discuss this well-received practical handbook for Canada’s political leaders and those who aspire to understand them. In his role as Jarislowsky Chair at the University of Ottawa and his role at MNP, Wernick now provides advisory services and mentorship to emerging leaders and to new generations of students.

Anne Chiang, Chief Evaluation Officer and Director for Evidence, Research and Evaluation Policy, U.S. Department of the Treasury, United States

Anne (Annie) currently serves as the Chief Evaluation Officer and the Director for Evidence, Research, and Evaluation Policy for the U.S Department of the Treasury. In that role, she oversees agency efforts to set and execute the Department’s research and evaluation priorities and identify/address gaps in Treasury’s ability to build and use evidence. This includes managing initiatives to mature the Department’s infrastructure, capability, and culture to promote evidence-based decision making, facilitating and integrating meaningful use of data and evidence into the Department’s organizational management routines, performance budgeting, and strategic objectives, and is responsible for providing technical and methodological leadership for designing and supporting rigorous program/policy evaluation and research. Before her current role in Treasury, Anne served as the Department’s Organizational Performance Lead, leading a team that was responsible for the coordination and development of Treasury’s Strategic Plan, along with organizational performance processes that drive efforts to promote effective problem solving, risk management, and accountability for results.

Prior to joining the Department of the Treasury, Anne held various positions at the U.S Department of Health and Human Services at the Centers for Medicare and Medicaid Services.  She worked on the implementation of the Affordable Care Act and assisted all 50 states and territories with operationalizing changes with Medicaid eligibility and enrollment, specifically with the single-streamlined application, enrollment/renewal processes, language access, section 1115 demonstrations, and reproductive health policy among others. She was a 2018 President’s Management Council (PMC) Fellow.

She holds a B.A. in Public Health from the University of California, Berkeley, a Master’s in public health from Johns Hopkins Bloomberg School of Public Health and is currently finishing her Doctorate in Public Health from the same university.

Peter Corpe, Industry Leader, UK Public Sector, Appian

As Appian’s Industry Leader, UK Public Sector, Peter leverages his deep government knowledge to inspire growth, drive change, and create meaningful impact. Peter is a seasoned professional with a remarkable track record in driving business growth and innovation within the technology sector. With over 25 years of experience in customer-facing roles, including tenures at Salesforce and Oracle, Peter’s work also spans strategy, pre-sales, sales operations, and technical consulting within the Public Sector. His expertise in cloud-based solutions coupled with his dedication to citizen-centric experiences led to transformative results and played a vital role in shaping a more agile and meaningful approach to public services.

Webinar chair: Richard Johnstone, Executive Editor, Global Government Forum

Richard Johnstone is the executive editor of Global Government Forum, where he helps to produce editorial analysis and insight for the title’s audience of public servants around the world. Before joining GGF, he spent nearly five years at UK-based title Civil Service World, latterly as acting editor, and has worked in public policy journalism throughout his career.