What do citizens want from their public services? How does that compare to what they actually experience? And how can we build services which bring that experience closer to expectations?
Citizen experience is at the heart of building services which deliver a real impact for the public, but it can be a tough area to improve as capability gaps, technology challenges, and cost pressures can both hamper reform and reduce citizen trust.
In this webinar, Civil Service World is partnering with KPMG and Microsoft to provide insight and practical advice to help service owners and operational leaders across government understand what they can do to improve citizen experience while also supporting operational efficiency and outcomes for the public.
A panel of experts from across government and the public sector will discuss best practice examples and advice on the areas where leaders should focus their efforts to build rapid but sustainable improvement.
The webinar will include insights from the KPMG’s 2024 Citizen Experience report, which brings together 55,000 detailed citizen responses across three years to explore what really matters most to people when they interact with the public sector.
Alongside this we’ll discuss findings from in-depth research setting out the common challenges faced by public sector digital leaders – and how those can impact on citizen experience.
Discussion topics will include:
- How can we translate citizen needs into improved service delivery that reduces costs and increases citizen trust?
- What is the art of the possible when it comes to improving service delivery?
- What are the quick wins / most impactful things that government can do to improve citizen experiences?
- How can we drive further collaboration across government to create more seamless citizen experiences?
- Can leaders do more to ensure that citizen experience is considered at the right points in the policy design and delivery cycle?
- What cross-government support or governance is in place to support this work across departments? How could that be improved?
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