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How to meet liquid expectations in digital government

Three key questions public service agencies must ask to deliver a seamless user experience

overview

In an increasingly digital world, high standard of service are becoming the norm and are being set by best-of-breed providers across all of our experiences – regardless of sector. People now have ‘liquid expectations’ and, for governments, this means the digital consumer is now the digital citizen. As agencies race to adopt digital to improve public service delivery, they face users that now demand the simplest, most enjoyable and rewarding experience they see elsewhere.

TO LEARN MORE, DOWNLOAD 'HOW TO MEET LIQUID EXPECTATIONS IN DIGITAL GOVERNMENT' [PDF, 3.70 MB]

Background

For public services to be embraced by citizens (and for digital investments to be realised), agencies must ask themselves what their services would look like if the likes of Apple delivered them – and then build services to that ideal. To do this, public service leaders need to continuously ask three important questions:

  •  Do we really know our users?

  •  What did we break today?

  •  Can users do what they want, when they want?

Read on to find out more about each of these questions for public service leaders.

LIQUID EXPECTATIONS

Connect with us

Catherine Garner

Managing Director
Health & Public Service, Australia and New Zealand

Bronwyn van der Merwe

Director
Fjord Australia

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