Citizens increasingly expect public services to be as easy to use as private ones. This analyst brief highlights the shift towards citizen-centric digital service delivery, where governments leverage technology to enhance customer and employee experiences. By adopting this approach, public sector agencies are bridging the gap between private and public service delivery, improving satisfaction and trust.
The brief explores how governments are transforming services by focusing on citizens’ needs, resulting in:
Faster delivery times
Greater accuracy
Higher satisfaction rates
This transformation reflects a broader digitalization trend aimed at modernizing public service delivery.
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