Four steps to a 21st century citizen experience strategy

Every person has a unique need and expectation from public services. How can government meet these differentiated needs and deliver a good citizen experience? A report by Fuji Xerox and GovInsider shows four ways in which agencies can deliver services that meets citizens’ needs.

• Citizens should have the power to choose how they prefer to interact with their government - whether digital or paper
• Agencies have to be agile, keeping up with changing citizen needs and technologies
• Systems must be nimble enough to bring government to the next stage of change
• A multi-channel strategy needs to be adopted

Public services and customer experiences must be designed with the end in mind - what does the user want from the transaction?