Private sector companies often deliver experiences so seamless that they’repartofthefabricofourlives.Theyseemtohappenwithout us even thinking about them. Our packages show up at the door. Our entertainment recommendations are always binge-worthy.Our lattes arewaitingatthecounter.It’sonlynaturalthattheseexperiences shape how we expect to connect with government.
So it makes sense that governments look to emulate them. Yet insights from our 2022 survey of 5,500 consumers and 3,000 public service workers in ten countries highlight the unique experience requirements needed to deliver public services today.
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