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Delivering Government Services Like a Digital Native
Article

Delivering Government Services Like a Digital Native



Editorial Rating

9

Qualities

  • Applicable
  • Overview
  • Visionary

Recommendation

The Boston Consulting Group’s 2022 Digital Government Citizen Survey revealed a 63% user satisfaction rate with the experiences they encountered with government online services. If your reaction to that statistic ran along the lines of, “Wow, 63% sounds a little generous,” then you’ve likely had a recent experience with government online services, because let’s face it: Online services for government agencies are rarely good. This Boston Consulting Group article offers solutions to bring government services into the future – or at least to the present.

Take-Aways

  • Online services for the public sector tend to lag behind those of the private sector.
  • Government agencies are usually siloed, so citizens must navigate more than one clunky, confusing website to access commonly-needed services.
  • A dedicated, independent service delivery agency could simplify and streamline access to government services.

About the Authors

Neveen Awad, Jonathan Brice, Santiago Ferrer, Heidi Kim and Taylor Stuart are professionals with the Boston Consulting Group.


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