The pandemic has spurred a revolution in government service delivery. Agencies no longer have the luxury of aspiring to meet the service expectations of their citizens someday in the future. The time to change is now. A decade’s worth of technology and lifestyle changes, that have transformed consumer expectations, are poised for government adoption today.
To begin, agencies must get in sync with what people need, want—and how they live. A profound shift is underway: from isolated transactions and agency silos to holistic experiences and clear outcomes.
Making this shift goes beyond portals, digitising transactions and tweaking touchpoints. It is experience led. It takes transforming strategies, systems, processes, and technologies to deliver consistent experiences regardless of the channel. Because the future of citizen service delivery is driving outcomes, and outcomes hinge on experience. Relevant. Responsive. Easy. Fast.
Citizens' needs and values continue to shift, making their holistic 'experience' a more pressing issue than ever before. To better understand these evolving expectations, hear real people’s thoughts on interacting with government services.
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Citizen experience - impactful change
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Citizen experience – frictionless trust
Sync the tech, data and human agenda
Achieving the best outcomes requires a deliberate, strategic approach to make the biggest difference in individuals' lives. With the proper planning, this is a look at the future of citizens' experiences.
Boundaryless insight sharing
A non-custodial parent applies for unemployment and child support payments are adjusted so financial obligations are met.
AI-driven government services
A business owner starts a new daycare center in just a few weeks thanks to an AI-driven advisor that walks her through the process.
Proactive government services
Instead of stressing out over her annual tax return, a mom pulls up a pre-populated form on her smartphone and pushes a button to file.
Government in a marketplace
A teenager interested in fishing buys a new pole at the local sporting goods store and can apply for a fishing license at the same time.
Government as a business partner
A hobbyist brewer uses a wizard powered by the state economic development agency and local suppliers to start a microbrewery.
Government enabling communities
A family files for unemployment benefits, and the local food bank gets information so they can provide additional support right where the family lives.
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Experience first, agency second
"A great experience is defined not by what you have to offer but by how well you enable your customers to achieve the outcomes most important to them."
Citizens demand their public services to be on par with private sector experiences. Here is an insight into how private sector leaders are thinking about experience.
77%
of CEOs said their company will fundamentally change the way it engages and interacts with its customers.
80%
leading companies said they were very confident about their ability to link their CX innovations to actual business results.
Inspiration from private sector
We redefine experiences across government and education to ensure that our client’s mission is grounded in proven strategies, augmented with cutting edge innovations, and designed to deliver meaningful value. Take a look.
Making a difference in citizens’ lives requires not just setting a bold vision, but executing pragmatically and efficiently against it. Our deep industry expertise drives end-to-end, proven solutions to help your organisation evolve.
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