Turning round the telescope - why citizen-centric service design is essential for digital government
The pressures on public services mean it’s no longer enough just to do things better; government must think differently to make the transformation that’s so urgently needed.
Rather than making cost or technology the tenet of service re-design, there’s a more radical agenda: to totally re-invent government operating models by putting citizens at the heart.
And the win win? Citizen-centric services can actually cost less, both short term through more innovative thinking in service transformation, and in the longer term through shared data and better co-ordination of resources.
This paper includes key learning from successful local and central government digital transformations, including the Department for Work and Pensions and City of Edinburgh Council, and explores what’s next on the road to digital government.