The best place to start building your understanding of people’s experience expectations is with a view of what’s happening today when it comes to the different ways people access public services.
When and how people access services
Serving a diverse population with varying needs makes it difficult for agencies to fully understand people’s preferred interaction channels. However, our research uncovered key themes that outline when and how people access services, and what they want from those experiences.
The first experience matters the most
With 75% of people interacting with government services 0 to 2 times a year, there aren’t chances to get comfortable with interfaces and processes.
Digital does not always deliver
88% of people say they are comfortable using digital technologies. 40% say that "in-person" is one of their preferred ways to access information.
Add up all of people’s infrequent interactions, and the volume of public service transactions is enormous. For example, if every adult in the United States (based on US Census data) interacted with a government service just once this year, that would be 258.3 million transactions. This puts a fine point on a primary challenge of government service: delivering first-time resolution at scale.
What people want from experiences
Make it easy for people to get the help and outcomes they need.
Strike the right balance between digital and human interactions, serving with empathy.
Strengthen security practices to grow confidence in government as a service provider and employer.
Everyone has their own unique needs and preferences. However, in basic terms, people want simplicity, humanity and security above all else. People can’t switch government service providers like they can switch private sector companies. And profit isn’t at risk from poor public service experiences. But something more profound is. Good or bad, these experiences shape people’s perceptions of—and confidence in—government and their ability to access services they are entitled to when they need them.