Transforming the citizen experience

Transforming the citizen experience: One Stop Shop for public services

Public sector transformation is a challenge however it is one that must be addressed. This paper is highlighting the scope of the challenges, and the issues that need to be considered in order for public sector Departments or Agencies to sucessfully deliver a better customer experience to their citizens.


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.