Public service
experience
through a
new lens
Reframing experience in the
changing context of people’s lives
1Public service experience through a new lens Private sector companies often deliver experiences so seamless that
When it comes to public they’re part of the fabric of our lives. They seem to happen without
us even thinking about them. Our packages show up at the door. Our
service experiences, entertainment recommendations are always binge-worthy. Our lattes
are waiting at the counter. It’s only natural that these experiences
agencies don’t need to shape how we expect to connect with government.
chase digital giants
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.1
2Public service experience through a new lens What’s so unique about the public service experience?
Naturally, most government agencies focus on compliance and of the people we
outcomes, not on attracting and retaining customers. They have
the added challenge of delivering vital services equitably to% surveyed find it
diverse populations, often at times when people are in great need. frustrating to access
Approaches that might work in the private sector won’t necessarily 53
work in government and can limit vulnerable groups’ access to public services.
core services.
With just over half of people we surveyed finding it frustrating to Governments can combine digital technology and human
access public services—coupled with the current emphasis oningenuity, using digital services strategically to serve people in
experience in daily life and momentum agencies gained during the changing context of their lives. The goal? Making experiences
simple, human and secure to help build confidence in government.
the pandemic—it’s time to tackle the issue with a fresh perspective.
After all, meeting mission priorities can hinge on the experiences
agencies deliver.
3Public service experience through a new lens Zooming in on public service experiences today
The broad scope of services is one of the most distinguishing things With infrequent interactions, there aren’t chances to “practice” getting
about government. No other service provider does so much for so many comfortable with interfaces or processes, so experiences should be intuitive
people—from distributing social services and facilitating travel and trade to resolve issues the first time. Otherwise, people keep trying until they get
to protecting the public and providing education. what they need, which adds frustration for them and expense for agencies.
This dynamic can also affect people’s confidence in government services.
Serving a diverse population with varying needs makes it difficult for
agencies to fully understand people’s preferred interaction channels.
However, our research uncovers when and how people access services,of people interact
which can help set the stage for advancing the public service experience. % with government
services zero to
The first experience matters the most 75
two times a year.
Most people we surveyed use government services infrequently
(once or twice a year). This infrequency of interactions should not
And here’s something to consider. Add up all these infrequent interactions,
deter agencies to underinvest in experiences. Instead, it reinforces the
and the volume of public service transactions is enormous. For example, if
importance of providing intuitive and simple processes so constituents
every adult in the United States interacted with a government service just
can more easily and accurately get what they need.
once this year, that would be 258.3 million transactions.2 This puts a fine
point on a primary challenge of government service: delivering first-time
resolution at scale.
4Public service experience through a new lens of people used basic
% digital channels3
71 when accessing a
government service
in the past two years.
Digital does not always deliver
Much like the private sector, public sector agencies are increasingly
turning to digital channels to provide services. However, digital
doesn’t always deliver. For one, access is an issue—more than 20% of
people we surveyed don’t have high-speed internet access at home.4
Also, people who infrequently use government services are more
likely to prefer connecting through human-to-human channels. Just
39% want to increase digital interaction with government in the next
year compared to 70% of those who use government services
more frequently.
People’s preferences for one-on-one service experiences don’t appear
to be connected to discomfort with digital technology. Eighty-eight
percent say they are very or quite comfortable using it. And yet,
40% still say that “in-person” is one of their preferred ways to access
information from the government.
5Public service experience through a new lens