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In brief

In a post-pandemic world, compliance matters even more

The trust gap


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


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

Managing Director – Health & Public Service, Social Services and Workforce & Talent Transformation

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

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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