Transforming the citizen experience

Transforming the citizen experience

One stop shop for public services

There is seismic shift in the way Australian citizens are interacting with government departments. This shift is prompting governments to adopt citizen centric service delivery models which will improve the citizen and customer experience.

PwC's solution is to transform service delivery through a ‘one stop shop', giving citizens and customers a single access point to information and service transactions.

This paper identifies four core challenges to manage when designing the new operating model of a one stop shop:
  • Step 1: Remove inefficiency and inconsistency across the service value chain
  • Step 2: Migrate high volume, transactional interactions to self service platforms
  • Step 3: Rationalise inefficient face to face access points
  • Step 4: Improve customer experience.
Download Transforming the citizen experience