Will and Action Key to Mexico's Public Sector Digitalization

For years, we’ve heard about the enormous potential technology holds to transform public institutions. However, in Mexico, we continue to observe a gap between the will to change and its actual implementation. According to the report "Reimagining the Future of Public Sector Productivity," developed by Impact Economist and sponsored by SAS, only 10% of public institutions in Mexico have begun implementing intelligent technologies, despite 52% of public officials acknowledging that digital transformation could significantly improve productivity.

In this context, the main obstacle lies in deeper barriers: cultural, organizational, and trust-related. The adoption of data governance frameworks, for example, is another key indicator. Only 14% of institutions in Mexico have adopted a comprehensive approach in this area, limiting their ability to leverage technologies such as predictive analytics or artificial intelligence.

It is telling that 60% of survey respondents in Mexico believe AI will have a critical impact on their productivity in the next three years. This figure reflects a shift in mindset, but one that has yet to be translated into concrete action. What’s holding them back? The most common answer is distrust: a lack of clear guidelines, concerns over the opacity of automated models, and doubts about the security of handling confidential data.

But the data also offers hope. Those who have advanced in technology adoption show lower risk aversion, which is a sign that experience is key to breaking down these barriers. Moreover, the study shows that when technological efforts are accompanied by organizational redesign — when digital transformation is not just an add-on, but part of the institution’s DNA — the impact on productivity can multiply.

At SAS, we firmly believe that the future of the public sector lies in building technological capabilities with strategic vision, supported by a human, gradual, and inclusive organizational transformation. Productivity reforms cannot be imposed from the top down or rely solely on software. They require participation, continuous learning, and a new culture of trust in data.

The research highlights four strategic pillars to drive change:

• Unlock the value of data with AI to anticipate needs and improve services.
• Empower public sector employees by demonstrating the positive impact of reforms.
• Implement gradual reforms that allow for participation and continuous learning.
• Build partnerships between governments and technology companies to adapt real-world solutions.

Productivity reforms are doomed to fail if employees do not embrace them, yet the survey reveals a clear need for greater engagement. These reforms have the potential to enhance service delivery by shortening response times, streamlining communication, and improving operational processes. Such improvements increase employee satisfaction by reducing delays and burnout, while also enhancing the citizen experience through faster, more accessible public services.

The report, based on a survey of over 1,550 public sector employees across 26 countries, highlights that Mexico has significant opportunities to transform its public administration through artificial intelligence and technology. The study identifies the following key global findings:

• The crucial role of digital transformation and organizational redesign in driving public sector productivity.
• The main AI use cases explored by governments, including predictive analytics and cybersecurity/fraud prevention.
• The importance of incremental productivity reforms and the challenges posed by budget constraints.
• The value of partnerships with external providers to streamline and enhance processes, increase responsiveness, and improve service delivery.
• The need for greater involvement of public sector employees in the design and implementation of productivity reforms.

In summary, participation, continuous learning, and a new culture of trust in data are essential. A more resilient and human-centered public administration is one that can anticipate social needs, respond with agility, and place people’s well-being at its core. Now more than ever, health, safety, and sustainability demand informed decision-making and technologies that support — rather than replace — the work of public servants.

The relevance of digital transformation in the public sector is undeniable worldwide, and this study confirms that Mexico has both the vision and the capacity for change. However, it also highlights the urgency of overcoming the barriers that hinder progress.

Digital transformation in Mexico’s public sector is not a luxury — it is an urgent necessity that demands moving from words to action to achieve real change, a better future, improved resource management, greater efficiency, and the restoration of public trust in institutions.