Chris Pennell
Research Director, IDC Government Insights
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Citizens are consumers of public services, but their ability to act like consumers of private sector services is limited. After all, there tends to be very little choice in the delivery of public services, it’s a one-size-fits-all approach or nothing. However, with the adoption of modern technologies such as cloud-based services and the formalisation of digital skills and cultures across government agencies, public sector organizations are slowly taking up the challenge of purposely designing, building, and delivering public services with the citizen at the centre from the start rather as an afterthought.
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