3 Strategies That Make For Seamless Digital Service Delivery

This article was originally posted by Simon Cooper, Gretchen Brainard, Debbie Sills, John O'Leary & Pankaj Kamleshkumar Kishnani here at Deloitte. 

A sizable gap can be found between the seamless digital experience customers have come to expect and the experience traditionally provided by the public sector. What makes for seamless service delivery?  

The three aspects of seamless service are:

Personalized: Tailoring services to the individual’s needs, interests, and circumstances. Instead of a “one-size-fits-all” mentality, the provider creates a customized experience. 

Frictionless: Ease of access and understanding can enhance the experience and increase efficiency.

Anticipatory: The provider anticipates the citizen's and businesses' needs proactively to fulfill a seamless delivery of the service. 

Three main strategies for seamless service delivery:

1. Committing to fully digital and touchless public services

With the COVID-19 pandemic accelerating the need for touchless public services, governments are entering a new phase of a contact-free digital citizen experience. This experience can eliminate the need for countless forms and reduce government interactions. 

2. Designing proactive services based on life events

Life triggers are the ultimate in proactive services and this model can be applied to numerous life events, including job loss, retirement, injury or illness, home purchase, birth, death, or college enrollment. A digital infrastructure with the automatic trigger model can save countless hours and improve government efficiency.

3. Building the infrastructure for seamless service delivery 

Sophisticated AI technologies will require strong data-sharing mechanisms to be able to anticipate service needs. To deliver this deep digital infrastructure, there would need to be more focus on digital experience, digital identity, data sharing and intelligent technologies.