埃森哲：公共服务体验新视角（英文版）（27页）.pdf

1、1 Public service experience through a new lensPublic service experience through a new lensReframing experience in the changing context of peoples lives 2 Public service experience through a new lensWhen it comes to public service experiences,agencies dont need to chase digital giantsPrivate sector c

2、ompanies often deliver experiences so seamless that theyre 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 entertainment recommendations are always binge-worthy.Our lattes are waiting at the counter.Its only natural that th

3、ese experiences shape how we expect to connect with government.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

4、 today.1 2 Public service experience through a new lens3 Public service experience through a new lens3 Public service experience through a new lensNaturally,most government agencies focus on compliance and outcomes,not on attracting and retaining customers.They have the added challenge of delivering

5、 vital services equitably to diverse populations,often at times when people are in great need.Approaches that might work in the private sector wont necessarily work in government and can limit vulnerable groups access to core services.With just over half of people we surveyed finding it frustrating

6、to access public servicescoupled with the current emphasis on experience in daily life and momentum agencies gained during the pandemicits time to tackle the issue with a fresh perspective.After all,meeting mission priorities can hinge on the experiences agencies deliver.Governments can combine digi