Three Imperatives to Put Citizens at the Heart of Digitizing the Public Sector
There is opportunity for radical change in almost every service that governments deliver
Creating excellent digital experiences for citizens is at the top of the agenda for senior government officials of all stripes. Technology supports an important mission: providing high-quality services to citizens. With citizen expectations evolving, updating technology is not the end goal, but a means to an end. Instead, public sector agencies must put the citizen at the heart of digital transformation efforts. The voice of the customer is important and central to successful government technology programs.
Citizens expect technology to improve their lives, especially in the way that technology can make everyday tasks more intuitive, efficient and transparent. The opportunity for radical improvement extends to almost every service that governments deliver, especially those still attached to legacy systems. Making significant forward jumps in functionality and accessibility requires a deep understanding of citizens’ needs so that service providers can meet people where they are.
The reasons for putting customers at the heart of public sector transformation are significant. We have broken down three imperatives that provide the groundwork for governments to reimagine the future of citizen experience.