The New Citizen Experience

Even before the pandemic, governments have seen a growing demand for digital services. Online channels to apply for passports, permits and licenses, and paying bills and fees were features familiar to many, introduced by governments to expedite citizen services.

However, the COVID-19 pandemic triggered the unprecedented acceleration of digital transformation across the broader spectrum of citizen experience. Social distancing, lockdowns and remote working entered our vocabulary of life-as-usual. Governments too had to adjust and pivot quickly to continue legislating, educating, and delivering on citizen services securely and virtually.

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