{"id":871604,"date":"2024-12-12T13:52:45","date_gmt":"2024-12-12T13:52:45","guid":{"rendered":"https:\/\/www.capgemini.com\/de-de\/?post_type=research-and-insight&#038;p=871604"},"modified":"2026-01-22T07:45:31","modified_gmt":"2026-01-22T07:45:31","slug":"citizen-services-for-the-smartphone-age","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/de-de\/insights\/research\/citizen-services-for-the-smartphone-age\/","title":{"rendered":"Citizen services for the smartphone age"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/04\/Citizen-services-for-the-smartphone-age-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/04\/Citizen-services-for-the-smartphone-age-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/04\/Citizen-services-for-the-smartphone-age-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/04\/Citizen-services-for-the-smartphone-age-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/04\/Citizen-services-for-the-smartphone-age-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/04\/Citizen-services-for-the-smartphone-age-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/04\/Citizen-services-for-the-smartphone-age-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/04\/Citizen-services-for-the-smartphone-age-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/04\/Citizen-services-for-the-smartphone-age-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:63% 42%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Public sector<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Citizen services for the smartphone age<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/04\/Citizen-services-for-the-smartphone-age_-How-sophisticated-super-apps-can-deliver-an-intuitive-and-inclusive-user-experience.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"In neuem Fenster \u00f6ffnen\"><span>Download Point of View<\/span><span class=\"type\">2 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1014875\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"In neuem Fenster \u00f6ffnen\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1014875\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"In neuem Fenster \u00f6ffnen\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-how-integrating-mobile-based-delivery-can-transform-egovernment-services\"><strong>How integrating mobile-based delivery can transform eGovernment services<\/strong><\/h3>\n\n\n\n<p>Public sector organizations worldwide face growing pressure to provide citizens with the intuitive user experience they receive from the private sector. That means applying human-centered design to create digital citizen services that meet users\u2019 needs today. And it means working to deliver a life events approach \u2013 services organized around important events in citizens\u2019 lives, rather than around government departments \u2013&nbsp;tomorrow.<a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<p>But achieving this vision also means meeting citizens where they are \u2013 on their mobiles, through single-purpose apps and multi-purpose apps, including super-apps.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>By 2030, 91% of the European population will be mobile internet users. Yet currently, citizens in the European Union can complete just 62% of services on mobile devices, compared with 84% on laptops or desktops.<\/p>\n<cite><strong><a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/egovernment-benchmark-report-towards-digital-government\/\">eGovernment Benchmark<\/a><\/strong><\/cite><\/blockquote>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Our new point of view looks at how governments can use emerging technologies and sophisticated mobile apps to transform their interactions with citizens. That\u2019s as well as delivering more inclusive, efficient digital public services and vastly improving the user experience.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-super-apps-the-next-stage-in-the-evolution-of-digital-citizenship-in-the-public-sector\">Super-apps: the next stage in the evolution of digital citizenship in the public sector<\/h4>\n\n\n\n<p>In the EU, governments provide 93% of their services on responsive websites designed for desktop use. Along with functional limitations, these could exclude citizens who cannot afford a computer as well as a mobile phone.<\/p>\n\n\n\n<p>Native apps, by contrast, are designed to work on a specific device, such as an Apple or Android phone. So, they are faster and more intuitive than responsive websites. They range from single-purpose apps designed to fulfill a specific function to multi-purpose apps that allow users to carry out several tasks.<\/p>\n\n\n\n<p>Multi-purpose super-apps are the next stage in the evolution of digital citizenship in the <a href=\"https:\/\/www.capgemini.com\/industries\/public-sector\">public sector<\/a>. These \u201cone-stop-shop\u201d solutions combine mini apps with core features to offer multiple services all in one place \u2013 delivering an intuitive, inclusive experience for the user.<a id=\"_msocom_1\"><\/a><\/p>\n\n\n\n<p>Government super-apps like Dubai Now and LifeSG put popular citizen services in one place, organized around life events. And by combining 100+ interconnected citizen services, the Diia super-app in Ukraine allows citizens to do everything from registering births and marriages to submitting tax returns and renewing passports.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para-video section section--info-2cols section--insights section-video\"><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><h4 data-maxlength=\"34\"><\/h4><div class=\"video-info\"><p data-maxlength=\"68\"><strong>The future of eGovernment is mobile<\/strong><\/p><\/div><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><div class=\"video-wrapper\"><iframe title=\"video-section\" src=\"https:\/\/www.youtube.com\/embed\/5GC2to9uWWU\" frameborder=\"0\" rel=\"0\" allow=\"accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/div><\/div><\/div><div class=\"col-md-1\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-how-we-do-it section section--howwedoit block-howwedoit\"><div class=\"container\"><div><div class=\"content-title\"><h2 data-maxlength=\"72\" class=\"expandable-heading-tag\">Five benefits of investing in mobile-based delivery<\/h2><\/div><p><\/p><\/div><div class=\"section-content\">\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h4>Revolutionizing the government-citizen relationship<\/h4><\/div><div class=\"expander-content\"><p>By offering a more direct and task-oriented experience, mobile apps make it quicker and easier for citizens to initiate, submit and check on the progress of a request. They also make digital citizen services more inclusive for people who cannot afford more than one device.<\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h4>Streamlining digital citizen services<\/h4><\/div><div class=\"expander-content\"><p>Super-apps present complex information from multiple sources in a simple and intuitive way. This requires governments to redesign how they organize citizen services (for example, grouping them around important life events) and streamline internal processes.<\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h4>Upgrading mobile customer service with the power of AI<\/h4><\/div><div class=\"expander-content\"><p>Mobile apps already offer a more immediate way for governments and citizens to communicate. Tapping into the full power of AI through mobile service delivery allows governments to take customer service to the next level.<\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h4>Making it easy to share important documents<\/h4><\/div><div class=\"expander-content\"><p>Interacting with digital government services often involves sharing documents and certificates, which can be inconvenient and inefficient. Mobile-based delivery makes it simple by allowing users to upload and share documents securely to a digital wallet.<\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-pressed=\"false\" aria-expanded=\"false\"><h4>Driving public-private sector collaboration<\/h4><\/div><div class=\"expander-content\"><p>Today\u2019s digital citizen expects to have a great user experience when they use eGovernment services, whatever the channel. Super-apps can drive public-private collaboration by bringing multiple public and private sector services into one place.<\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<h4 class=\"wp-block-heading\" id=\"h-building-the-foundations-for-the-future-of-citizen-services-super-apps\">Building the foundations for the future of citizen services: super-apps<\/h4>\n\n\n\n<p>Our point of view also shares what governments must do to create digital citizen services that people want to use. This includes getting the basics right, applying human-centered design and making sure citizens can share data securely. It also includes using AI and GenAI to give both citizens and government employees a more personalized and efficient experience.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline is-style-outline--1\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/04\/Citizen-services-for-the-smartphone-age_-How-sophisticated-super-apps-can-deliver-an-intuitive-and-inclusive-user-experience.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Download Point of View<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-learn-more learnMoreBlock updated-new-sample-amal\"><div class=\"container\"><div class=\"content-title\"><h2 class=\"learnmore-heading\">Learn More<\/h2><\/div><div class=\"row\"> <div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/solutions\/citizen-services\/\" target=\"\" aria-label=\"Learn more 1\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/2023_06-07_Citizen-services_2880x1800_Opt2_KH.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/2023_06-07_Citizen-services_2880x1800_Opt2_KH.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/2023_06-07_Citizen-services_2880x1800_Opt2_KH.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">Citizen services: Human-centered by design<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><p class=\"box-desc\"><\/p><\/div><\/div> <div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/de-de\/insights\/research\/citizen-services-for-life\/\" target=\"\" aria-label=\"Learn more 1\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Citizen-services-PoV.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Citizen-services-PoV.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/06\/Citizen-services-PoV.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">B\u00fcrgerdienste f\u00fcr das Leben: Personalisierung von E-Government-Diensten durch einen Life Event-Ansatz<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><p class=\"box-desc\"><\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Unsere Expert*innen<\/h2><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\"><\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":33,"featured_media":871605,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"26e2ca29-bab6-4a96-a9c3-61f9d5d0d568\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"37be4deb-e9cb-4464-b064-0ba90ef42c59\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":0,"primary_term":"Public sector","featured_focal_points":""},"tags":[],"research-and-insight-type":[85],"theme":[],"brand":[],"service":[],"industry":[119],"partners":[],"content-group":[],"class_list":["post-871604","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","industry-public-sector"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Super-apps for next-generation citizen services | Capgemini<\/title>\n<meta name=\"description\" content=\"Discover how super-apps can deliver an intuitive, inclusive user experience for citizens.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/de-de\/insights\/research\/citizen-services-for-the-smartphone-age\/\" \/>\n<meta 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