THE DIGITAL GOVERNMENT:

SHAPED AROUND ITS

CITIZENS

1. THE DIGITISATION

OF EVERYTHING

+2. LIQUID CITIZEN EXPECTATIONS

All government services have the potential to become digital and this is proving

challenging. They are now competing with best-of-breed providers across the entirety of

user experiences who are better at meeting the liquid expectations of citizens.

GOVERNMENTS ARE SEEING TWO POWERFUL

FORCES:

LIVING SERVICES

Gone are the days of digital services being a simple transaction at a fixed point

in time. Living Services are those that are responsive to our needs, intents and

preferences.

WHAT REALLY MATTERS TO

CITIZENS?

To test this view with government services, we recently conducted surveys with

citizens and business owners. Four themes stood out.

1. RAISE AWARENESS

People are not aware what digital government services are available to them.

Agencies should take action to communicate their offering clearly and succinctly.

2. ASSURE PRIVACY

People feel that too much information is asked of them and are wary about it

being shared between agencies and with the private sector.

3. SIMPLIFYPeople think that the range of government services offered is too complex and

fragmented. Governments must deliver seamless services if investments in

digital are going to have impact.

4. PERSONALISE

People want a service that is tailored to them, with

a human voice and automation in the right places.

HOW TO DO THIS?

SERVICE DESIGN

CONSIDERS

THE ENTIRE ECOSYSTEM It requires a shift from designing one experience for many, to designing many

experiences for one – with constantly changing needs.

THE ECOSYSTEM

INCLUDES:

People | Products | Places | Processes | Performance

Research

DESCRIBEDISCOVER

Synthesis Concepts Prototypes

A D O P T I N G A S E R V I C E D E S I G N A P P R O A C H

3 QUESTIONS TO KEEP ASKING

HOW WELL DO WE KNOW

OUR CUSTOMER?

01

IT BEGINS WITH UNDERSTANDING PEOPLE…

The qualities of services that empower people today will drive expectations and inform the

qualities of the services of tomorrow

Coordinated

Connect and synchronise

information with people’s best

interest in mind

Personalised

Intelligent, tailored experiences to an

individual person’s wants, needs and

goals

Secure

Keep people’s information personal,

private and protected

Simple

Easy to navigate and use to help people

with their critical tasks to be done

Seamless

Deliver consistent experiences at every

touch point, any time, anywhere

Transparent

Accessible and timely information that

is honest, open and understandable

Seamless

Simple

Personalized

Coordinated

Transparent

Secure

WHAT DID WE BREAK TODAY?

02

EMBRACE FAILUREMAKE, TEST, LEARN, REPEAT

.

Extensive long-term planning needs to be replaced with prototyping,

experiments and iterative improvements that allow problems to be spotted

before resources are wasted.

DID WE MIND THE GAP?

03

SEEMINGLY SEAMLESSCAN USERS DO WHAT THEY WANT, WHEN THEY WANT?

As users move through any given interaction with government, they should

always be able to start and stop on any device or in person without having to go

to the back of the queue.

LIVING SERVICES If a service is to ‘live’ in tune with our connected lives, it must learn and change

continually so that it can match our needs seamlessly.

FIND OUT MORELivingServices.Fjordnet.com

Accenture.com/digitalgovernmentau-nz

@AccenturePubSvc

@fjord