Citizens Solutions and Services – White Paper

Relations between citizens and the public sector are profoundly different from what they once were.

Digital connectivity has changed everything. Equipped and comfortable with technology that links us to each other and to information sources all over the world, anytime and anywhere, we citizens are today empowered by limitless knowledge, and expect the same standards of speed, joined-up service quality, and transparency from governments that we find every day in our private lives.

Enlightened public sector organizations are committed to meeting this challenge, but even the most visionary face a major dilemma. Financial times are tough, in just about every country. As citizen demands and expectations grow, budgets are under intense pressure, jobs are being cut, and service design and delivery seems to get more complex and costly every year.

By providing easy-to-use digital self-service tools to access local authority services, for example…or joining up hospital, regional and national networks to ensure collaborative care…or equipping learners with smart resources…governments can and must shape the intelligent, intuitive, and personalized engagement that citizens expect and demand.