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Explore digital transformation resources.
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Explore digital transformation resources.
Uncover insights, best practises and case studies.
Thanks to consumer expectations driven by a world of one-click commerce, governments will eventually be required to embrace digital technologies in public services. There are of course obstacles to doing so, but they are not technology—the main barrier is trust.
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Thanks to private-sector products and services offered by companies like Uber, DoorDash, Netflix, Amazon, and others, consumers have come to rely on and trust digital-only interactions with product- and service providers. Working with Censuswide, the London-based market research consultancy, 4,000 subjects in the UK and Canada were polled concerning their future expectations for digitally-based government services, the digital perception gap between private- and public-sector capabilities, as well as the amount of time they currently spend engaged getting government services.
Respondents made it clear that they spend too much time obtaining healthcare, registering a car, or paying taxes. And they do expect governments to one day soon embrace digital technology in these public services. This finding was not surprising. However, the barriers identified were. While all respondents knew that technology offers a solution, few felt government could be trusted to offer it. Private companies, they felt, were more trustworthy.
Two in three citizens of the UK (66%) want to see the government deliver a fully digital suite of online public services, with an overwhelming majority (85%) wanting this shift to occur within the next two years. The vast majority of (70%) Canadians want fully digital public services, and 87% expect this within the next two years.
But while the expectations are present, trust is not:
Nortal has been a part of building the most trusted governments in the world, we commissioned this study to better understand the environments in which we work. In an environment with many age groups and their differing expectations, we wanted to gain insight into how our customers can cater to the needs of the aging population while planning and creating services of the future.
It is clear that governments have a mandate to offer public services in a digital format. But this study makes it clear that technology is not enough. The trust gap must be bridged at the same time. Nortal works with governments to make digital services accessible, meaning we guide the user toward digital channels, enabling them to get important tasks done through the channel they prefer.
In our experience, trust is an issue that can be dealt with. If a service is well designed and works well, then citizens have fewer concerns about the safety of their data. Contact us for case studies of how we’ve done it successfully.