The public sector is faced with increasing pressure to evolve and to offer more “customer-centric” services as citizen awareness has become a powerful force, due to greater understanding of rights and responsibilities; better access to information through technology; and higher expectations of service levels. 

Africa’s public sector needs to be increasingly innovative to effectively respond to the complex challenges facing society now and in the future. As governments strive to balance priorities and the allocation of scarce resources, new approaches are needed.