The digitisation of everything and ‘liquid’ citizen expectations are changing the way in which governments interact with their people. Gone are the days of citizens and customers having varying expectations from product and service providers. They are now demanding the best level of customer service, being set by best-of-breed providers, regardless of industry. We are starting to see a new era of ‘living services’ – an era that sees services constantly learning more about our needs and adapting to make themselves more relevant, engaging and useful. To test this view against government services, we recently interviewed Australian citizens and small business owners to find out what they want from their interactions with government. Four themes stood out that must be addressed by government agencies. Read our SlideShare to find out more.

1. THE DIGITAL GOVERNMENT:
SHAPED AROUND ITS
CITIZENS

2. 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:

3. 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.

4. 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.

5. 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.

6. 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.

7. 3. SIMPLIFY
People 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.

8. 4. PERSONALISE
People want a service that is tailored to them, with
a human voice and automation in the right places.

9. HOW TO DO THIS?

10. 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.

11. THE ECOSYSTEM
INCLUDES:
People | Products | Places | Processes | Performance

12. 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

13. 3 QUESTIONS TO KEEP ASKING

14. HOW WELL DO WE KNOW
OUR CUSTOMER?
01

15. 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

16. WHAT DID WE BREAK TODAY?
02

17. EMBRACE FAILURE
MAKE, 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.

18. DID WE MIND THE GAP?
03

19. SEEMINGLY SEAMLESS
CAN 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.

20. 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.

21. FIND OUT MORE
LivingServices.Fjordnet.com
Accenture.com/digitalgovernmentau-nz
@AccenturePubSvc
@fjord