Once again our evidence is quite clear on what needs to be done to enrich the service experience: embed the four value-based components of trust in public service culture, adopt a user-first approach and introduce a ‘tell us once’ integrated service system which values the time of the citizen and understands and empathises with their service journeys.
‘Low hanging fruit’ solutions to enhance the citizen experience could include:
- introduction of greater transparency in setting service expectations from the outset;
- online tracking of service processes available to the user, with timeframes to achieve milestones;
- plain English explanations of the service promise;
- the redesign of application processes for simplification using user-design approaches; and,
- changing the channels of information delivery to focus on target demographics.