While public-sector organisations are strongly committed to improving their overall performance, the paper shows that they will need to be open to fundamental changes to the way public services are delivered. At the same time, the research identifies areas where innovation is already taking place and - in tailored KPMG perspective sections - provides insights into how further benefits can be achieved.

Key findings:

Governments are focused on quality of services, ahead of value for money.
Current efficiency projects may not be the ones that deliver the most benefits.

IT can do much to boost productivity, but is held back by poor management and a lack of skills.

Private financing and user fees are favored over direct taxation.

Forecasting the costs and benefits of new projects is a major challenge.

The global skills shortage is hitting the public sector.

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