Recent years have seen a shift in government thinking - accelerated by the pandemic - to prioritise the citizen experience in service delivery, rather than continue with traditional, siloed government processes. The relationship between government and citizenry is changing, and this is a good thing for both sides.
In Australia, the public sector is increasingly taking a "life event" approach. This involves bringing a range of different services together at a point in time when citizens need the most support at crucial moments like the birth of a child, changing jobs, or dealing with the death of a loved one. The NSW State government, for example, has identified eight life events, ranging from starting a family to end-of-life planning.
As momentum builds behind this thinking, what are the key capabilities required to evolve and broaden this approach so governments can deliver connected experiences with citizens across the full spectrum of service needs? We see five different pathways for maturing the offer to citizens.