Delivering Human Services in the Digital Age
People today don’t just want services. They want experiences. This shift in expectations has prompted government agencies to embark on a journey to transform how they interact with people so that they can serve them in more personal ways, starting with a new perspective on the technology, people and organizations that deliver social services.
The digital age represents both a force of change and an opportunity for more user-centered service design. New capabilities make productivity gains possible so that all sides are more empowered. But because digital evolves rapidly, any adopted system, structure or operating model must also be continuous and adaptive. By focusing on citizens, embracing collaboration and relying on data-driven decision-making, agencies are better positioned to deliver faster, more efficient services to achieve better, more enduring outcomes. These imperatives allow the progression from reactive support in the present to proactive empowerment for life.DOWNLOAD THE INFOGRAPHIC [PDF]
AI CROSSES CHANNELS
A single view of the citizen across siloes to create a seamless customer experience on any device.
Automation and self-service enablement help to empower citizens, simplifying the decision-making across the customer lifecycle.
The combination of creative, emotionally intelligent humans and logically intelligent machines increases the scope for human touch to be provided where most needed.
Torbjørn Larsen, CIO, NAV (Norwegian Labour & Welfare Administration), on how data helps social security agencies to leave behind their traditional one-size-fits-all approach:
Better by design
Andrew Besford, formerly head of Business Design at DWP and now at the Government Digital Service, explores what it takes to transform a vast government department into a modern, citizen-first operation: