Public service agencies have long felt pressured to emulate what private sector companies are doing when it comes to experiences. After all, many private sector experiences are so seamless, they are almost a fabric of our lives. Yet our 2022 survey of 5,500 consumers and 3,000 public service workers in ten countries highlights the unique experience requirements needed to deliver public services today.
Not surprisingly, agencies are focused on compliance and outcomes, not on attracting and retaining customers. And they also have the additional challenge of delivering equitable services to diverse populations, often at times when people are in great need. The results of our survey point to a fresh approach to public service experiences. Agencies that combine digital technology and human ingenuity can deliver the fundamentals that people expect—simplicity, humanity and security. That’s how they can ensure that people get the services they need and are eligible to receive while building their confidence in government.