Transforming the citizen experience, One Stop Shop for public services


Transforming the citizen experience

One Stop Shop for public services

Reforms in the public sector which are aimed at improving service delivery have received considerable focus over the last decade.

Driving this focus is an increased demand for governments to find ways of improving the efficiency and effectiveness of its service. Delivering on these demands is prompting governments to adopt citizen centric service delivery models, which improve the citizen and customer experience.

The solution? Transforming service delivery through a 'One Stop Shop', giving citizens and customers a single access point to information and service transactions.

PwC's Point of View

In this paper we explore five core principles:

  • Listen to your customer
  • Break down the silos
  • Explore a multi-channel service experience
  • Continuously improve through customer feedback
  • Set customer centric service standards