Transforming the citizen experience

One stop shop for public services

Australian citizens are interacting differently with government departments. This is prompting governments to adopt citizen-centric service delivery models which will improve customers’ 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.

Four steps to a better experience

This PwC thought leadership report identifies four steps when designing a one stop shop:
  • Step 1: Remove inefficiency and inconsistency.
  • 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.
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