Governments should define and measure equity as a key performance metric, invest in outreach to understand customer needs, develop simple and flexible service platforms and redeploy and reskill the public sector workforce.

 

This is according to a new report by Accenture and the World Government Summit (WGS) which outlined key actions for governments to inspire and enable the next generation of public services. 

 

The report titled “Public Service Customer Experience and Equity”, was launched during the World Government Summit 2023 in the presence of government leaders and industry experts. 

It identifies challenges, including tight budgets and economic and political disruptions, which make handling sudden upswings during crises more difficult, and highlights the need to equitably serve a diverse group of citizens. 

 

7,500 public service users

To address these challenges, Accenture Research conducted a global survey of 7,500 public service users in 14 countries and categorised those surveyed into three groups: The Digital Citizen, The Digital Learner, and The Wary User.

 

"Global disruption continues to accelerate the need for governments to digitise their services and highlights the importance of ensuring that services are accessible to all," said Gianmario Pisanu, managing director, Strategy & Consulting at Accenture in the Middle East. 

 

"The importance of Total Enterprise Reinvention to manage disruption by building a strong digital core, investing in new technologies, and transforming how collaboration works across the organisation is crucial. Our joint report offers a roadmap for governments to achieve this goal and better serve all citizens and residents.”

 

The World Government Summit is a global platform dedicated to shaping the future of governments worldwide, and each year it sets the agenda for the next generation of governments with a focus on harnessing innovation and technology to solve universal challenges facing humanity.-- TradeArabia News Service