Citizen experience
Design services for people, not agencies
Why citizen experience matters
36%
of people we surveyed say government agency processes and interactions are intuitive
30%
of people we surveyed feel their concerns aren’t treated with sensitivity when they interact with a government agency
40%
of people we surveyed rank “in person” as a top channel they’d like to use when accessing government information
43%
of people we surveyed are more likely to use digital technology to access government services if they had more confidence in data security and privacy
What you can do
Make it easy for people to get the help and outcomes they need.
Strike the right balance between digital and human interactions, serving with empathy.
Strengthen security practices to help grow people’s confidence in government — both as a service provider and as an employer.
Serve people more effectively and improve the public employee experience by making strategic and situational choices in how your agency uses digital tools.
Each person has a collection of distinct attributes like their name, date of birth, occupation, academic credentials and health status that - if stored, trusted and verified in a secure digital vault - can enable a more seamless experiences for individuals.
Invite input from people to develop public service experiences that are based on understanding, not assumptions.
Prepare the public service workforce with the skills they need to work in new ways, while growing their confidence and engagement.
Bring a whole-of-government approach to service delivery grounded in “how people live” rather than “how government is structured.”
Build people’s confidence, awareness and understanding of what programs are available — and what they need to do to receive them — while focusing on equitable access and reach.
What you’ll achieve
Our leader
Kevin Ellenwood
Managing Director – Accenture Song, Public Service Customer Experience