埃森哲：公共服务体验新视角_27页_4mb

Summary of "Public service experience through a new lens"

Core Content

This document explores the evolving expectations of public service experiences in the context of modern digital and social interactions. It emphasizes the need for governments to rethink how they deliver services, focusing on simplicity, humanity, and security to meet the needs of citizens and public service workers.

Main Views

• Public service expectations are shaped by private sector experiences: Citizens now expect seamless, intuitive, and effortless service interactions, similar to what they experience with private companies.
• Public service is unique due to its broad scope and equity requirements: Unlike private companies, governments must deliver services to diverse populations, often in times of need, and must ensure equitable access.
• Digital is not always the answer: While digital transformation is a key focus, many people still prefer human-to-human interactions, especially for sensitive or complex matters. Over 40% still favor in-person or over-the-phone access for information.
• Human-centered design and empathy are crucial: Agencies should balance digital tools with human support, ensuring services are empathetic and tailored to individual needs.
• Security is a major concern: Citizens are skeptical about data privacy and security, with only 49% confident that agencies use their data appropriately. Building trust is essential for enhancing service engagement.
• Training and workforce development are vital: Employees need support to adapt to new technologies and tools. 95% of public service workers believe their work is meaningful, but only 33% receive regular security training.
• Innovation and partnerships are key to future success: Agencies are exploring AI, virtual reality, and other technologies to simplify and secure service delivery. Partnerships with the private sector and cross-agency collaboration are also important for improving service experiences.

Key Insights

• 53% of people find it frustrating to access public services.
• 71% used basic digital channels in the past two years.
• 39% of people want more digital interaction with government in the next year.
• Only 36% find government processes intuitive.
• 40% still prefer in-person or over-the-phone access for sensitive matters.
• 87% of public service workers feel empowered by their work.
• Only 49% are confident in agencies' data security practices.
• 53% are more likely to use digital services if they feel confident in data security.
• Only 33% of public servants receive regular cyber and data security training.
• 95% of public service workers believe their work is meaningful.

Five Areas to Focus On

1. Deploy digital tools with intention: Use digital strategically, focusing on both customer and employee experience.
2. Bring the public into the design process: Use feedback and co-design to create more relevant and user-centered services.
3. Instill confidence in the workforce: Provide training and support to help employees adapt to new tools and work environments.
4. Develop strong partnerships: Collaborate across agencies and with the private sector to improve service delivery.
5. Communicate to cut complexity: Ensure clarity and accessibility in information and service processes.

Conclusion

Public service agencies must shift their focus from simply chasing digital trends to delivering experiences that are simple, human, and secure. This requires a combination of quick wins and long-term strategies, including better design, training, and communication. The goal is to build trust, improve access, and ensure that services meet the real needs of citizens and employees in a rapidly changing world.