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Citizen services for life

Personalising eGovernment through a life events approach

Simple, efficient and human-centered: a life event approach can revolutionise the way public sector organisations deliver digital services.

But bringing together all the information and transactional capabilities needed to do it can be complex.

Our report sets out five critical factors governments need to put in place before they can embark on this transformational journey. It also explains the central role of human-centered design and transparency in building life event digital services that work for everyone.

From 10 to four

The drop in the number of interactions new parents in Estonia need to have with government since it reorganised 200 services around life events.1

Five critical factors in delivering successful life event services

Governments looking to move to a life event model will need to lay the foundations by:

  1. Sharing data
    Implement the strategies, stewardship and ecosystems for storing and sharing data in a safe and secure way.
  2. Putting governance in place
    Establish data governance models to encourage collaboration and allow connections across public and private systems.
  3. Accessing services through single digital eIDs 
    Focus on building citizen digital identities as a cornerstone of data sharing and Once-only Communication.
  4. Implementing Once-only Communication (OOC)
    Make sure that citizens only need to submit data to public agencies once, who will pass it to other service providers.
  5. Exploring new technologies to solve old problems
    Keep investing in innovation and new technologies to address challenges with data sharing and digital identities.

The crucial role of human-centered design

Our report explains why putting citizens at the centre of digital design is essential to creating effective, inclusive and consistent life event services. It then sets out four ways governments can achieve it: setting common delivery standards, designing for local needs, collaborating across sectors and creating digital services everyone can use.

Finally, we consider the importance of transparency in building trust, encouraging data sharing and driving users to adopt digital services.

Get in touch for more on delivering human-centered life event services – and how Capgemini can help.

“Governments that organise their digital services around life events benefit from economies of scale, along with a more flexible and consistently high-quality service.”

1 “Having a child life-event service”, Observatory of Public Sector Innovation, 2019, accessed January 2023, 
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Meet our experts

Amandine Tristani

Senior Consultant, Capgemini Invent
“We leverage our extensive experience in the public sector to help governments build human-centered services, reshaping them around life events. A life event framework enables citizens’ needs to be anticipated and proactively serviced in an accessible and compassionate manner that takes into consideration their individual circumstances.”

Sandeep Kumar

Executive Vice President, Capgemini Invent