Research from Adobe and Deloitte shows that citizens interacted with government in new ways during the pandemic. Australians relied on government for services and information, but often encountered inconsistencies and delays. This may explain why many turned to non-government sources.
To address this, departments and agencies have been busy developing citizen-centric processes. Personalised experiences are the next step towards delivering consistent, connected and relevant citizen experiences. This ensures that everyone, no matter where they are located, their level of need, or point of entry to government, can have access to the right information at the right time.
Our second eBook focuses on the pathways to more equitable public service delivery, examining:
• What personalisation means in a government context.
• The capabilities, processes and technology required for implementation.
• Examples of world-leading programs and what they deliver.
• Debunking common myths associated with implementation.
Complete this form to read the eBook, Digital engagement with government – a citizen view