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Current access landscape

September 27, 2022 5-MINUTE READ

When and how people access services

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.

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.

About the Authors

Eyal Darmon

Managing Director – Strategy & Consulting, Public Service

Kevin Ellenwood

Managing Director – Accenture Song, Public Service Customer Experience

Jenny Brodie

Senior Manager – Health & Public Service, Research