We have a strong message from citizens to “keep it simple, say what you do and do what you say”. Our data is very clear in establishing a causal relationship between complexity and declining trust, satisfaction and confidence. The argument that “the legislation is complex so the service is complex” does not sit easily with the citizen. This is viewed as a public service pre-occupation and an excuse for poor delivery.
The way forward inevitably requires establishing a ‘single source of truth’ across government information, and, reducing the complexity of the service offer, wherever possible. This will require authorisation to exchange and share information between agencies and with the private and community sectors.