From Compliance to Value: The Critical Role of Professional Services Providers
by Dan Fukushima, Strategic Advisor/Futurist, Toffler Associates
Government agencies will soon face unprecedented pressure to deliver more value to citizens while utilizing fewer resources. This pressure has been gradually building, spurred by executive orders focusing on customer experience and growing public demand for improved services. However, this pressure is set to intensify significantly with the establishment of the Department of Government Efficiency (DOGE). As a result, there will be a fundamental shift in how government agencies measure success—from process compliance to value creation for citizens.
This transformation creates both an opportunity and urgency for government professional services providers. The focus for these firms must shift from compliance-based delivery to customer centric approaches that drive value and mission-specific outcomes. Service providers must now broaden their perspective to view taxpayers and agency constituents as the ultimate beneficiaries, rather than focusing solely on government agencies as customers.
Fortunately, the commercial sector offers a useful analogy to guide this transformation. Market forces in the private sector drive a focus on customer-centric value creation through enhanced customer experience, innovation, and continuous improvement.
The Evolution of Government Professional Services Providers
Looking beyond the rhetoric—both from advocates of DOGE and those skeptical of its motivations and abilities—it’s clear that a more efficient and effective government would benefit the nation. Why shouldn’t the public sector leverage the knowledge, skills, and technical capabilities available domestically? Many technical, service, and business model innovations developed within American institutions are used by the private sector to improve customer service and meet the evolving needs of consumers.
Read the entire article in the Winter 2025 edition of Service Contractor magazine.