Citizen-Centric Services Blog Series

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Building a citizen-centric Government

Serving citizens to the best of their ability is the main goal of governments and governmental services. Citizens are the key consumers of these services and the expectations of these citizens are increasing. In the private sector, many businesses have started to adopt a customer-centric approach to provide better experiences for their customers and make them more loyal to their product or services. User-friendliness of (digital) services is key, but one could also think of individualization of services. For example, Adidas offers customization options for their shoes on-site. By providing customers the option to customize their shoes, they are given a sense of ownership and are also more likely to purchase it. In crafting services like this, the customer is put at the center rather than the business itself.

Citizens are – of course – influenced by these interactions with private organizations and they set the bar for all kinds of interactions they have, also with their government. Even though the mindset of governmental institutions is slowly shifting, there is quite a gap created by the private sector to catch up with. Even though there is a legislative framework to consider, government services are more often than not designed around own requirements and procedures rather than the needs of the citizens. The experience of citizens is put after previously made choices like “What IT-systems should we use?” or “What procedures are necessary?”. Rather, the experience of the citizens should cause the choice of systems and procedures. Governments should change the starting point of their services by putting the citizen central in crafting their choices and directions and thereby adopting a citizen-centric approach.

In the first edition of a series of blogs, we describe what citizen-centric services are and why we believe it is important. In the next blog of this series, we will explore in more detail how the countries that provide citizen-centric best practices developed over time and construct recommendations on how to become more citizen-centric. Stay tuned!

Learn more

Do you want to learn more about how to put the citizen at the heart of their operations beyond early eGovernment initiatives? Visit our website here or contact our experts below.

Contact our Experts

Harm Erbe

Harm Erbe

Director Digital Government at Capgemini Invent the Netherlands

Sem Enzerink

Sem Enzerink

Manager at Capgemini Invent the Netherlands

Laura van Knippenberg

Laura van Knippenberg

Senior Consultant Customer Transformation at Capgemini Invent the Netherlands

Elisa Vlaanderen

Elisa Vlaanderen

Consultant Customer Transformation at Capgemini Invent the Netherlands

Wies Keijzer

Wies Keijzer

Consultant Business Data Strategy at Capgemini Invent the Netherlands