Governments worldwide are transforming public services through innovative approaches that place people at the centre of design and delivery. 

This report analyses nearly 800 case studies from 83 countries and identifies five critical trends in government innovation that are reshaping public services. 

1. Governments are working with users and stakeholders to co-design solutions and anticipate future needs to create flexible, responsive, resilient and sustainable public services. 
2. Governments are investing in scalable digital infrastructure, experimenting with emergent technologies (such as automation, AI and modular code), and expanding innovative and digital skills to make public services more efficient. 
3. Governments are making public services more personalised and proactive to better meet people's needs and expectations and reduce psychological costs and administrative frictions, ensuring they are more accessible, inclusive and empowering, especially for persons and groups in vulnerable and disadvantaged circumstances. 
4. Governments are drawing on traditional and non-traditional data sources to guide public service design and execution. They are also increasingly using experimentation to navigate highly complex and unpredictable environments. 
5. Governments are reframing public services as opportunities and channels for citizens to exercise their civic engagement and hold governments accountable for upholding democratic values such as openness and inclusion.