Driving Citizen Experience in the Public Service 2020

Public sector agencies haven’t always embraced technology as quickly as the public expects them to.

While this began to change before the pandemic struck, COVID-19 has forced government agencies to embrace technology, to change their practices and to ensure that their users – the citizens – are at the centre of these changes.

This paper incorporates the experiences of three jurisdictions who were at different stages of embracing technology, and charts their progress before and during the pandemic. It also looks to the future to see how
they can now leverage the experience of the pandemic for the benefit of their citizens.

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