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3-MINUTE READ

In brief

In a post-pandemic world, compliance matters even more

The trust gap

59%

of respondents are uncomfortable with their data being shared with third parties (even if it improves the service experience).

44%

of citizens globally (and 59% in the US) are very concerned or concerned about the security of their personal information held by government agencies.

Taking action: a focus on citizens, agencies, and government

Provide “natural” end-to end experiences

Interactions and experiences must be so user-friendly that mistakes become a rarity.

  • Introduce flexible IT solutions and real-time interactions.
  • Identify citizen data that will support the creation of more personalized services.
  • Build prototypes of new digital solutions.
  • Integrate human-centric design principles into core service design approaches.

Help citizens with easier processes

Data-sharing enables processes to be pre-populated with relevant information. Where citizens have to input data, clear guidance will help them understand what is required.

  • Use human-centric design.
  • Communicate, early and often.
  • Understand citizen's conversation and concerns through social listening.
  • Focus on security through holistic approach.

Improve digital infrastructure, government wide

Robust digital infrastructure is key for compliance to thrive.

  • Focus on data-sharing and open government platforms.
  • Modernize system architectures to support digital ID.
  • Deliver responsive citizen experiences.
  • Adopt a data-driven approach to track the evolution of new technologies and standards for sharing data and financial transactions.

Improving citizens’ experiences can play a critical role in boosting compliance. Digital channels present an unprecedented opportunity for agencies to lead with impact in this crucial area.

A more trusted compliance experience

Global Social Services Lead

Rainer leads a team of committed professionals who deliver large-scale transformation projects in the human services industry.


MANAGING DIRECTOR – CONSULTING, REVENUE LEAD

Liaising with national and regional Revenue Agencies, David looks to drive efficiencies and develop services for citizens.


Meghan Yurchisin

GLOBAL LEAD, PS RESEARCH & THOUGHT LEADERSHIP – ACCENTURE RESEARCH

Meghan researches and advises global government clients on macroeconomic, geopolitical, and technology trends.


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