Delivering experiences that count
Adobe and The Government & Public Sector Practice pooled their knowledge and expertise to conduct this research. The research, executed by Kantar Public, captured the attitudes and experiences of digital public services of more than 7,000 citizens in seven countries to understand what drives a positive experience of online public services.
The research suggests that, unsurprisingly, citizens expect online public services to be highly functional, efficient and well-designed. More fundamentally however, they also want a positive citizen experience that comes from services tailored to their needs, and which promote a closer state-citizen relationship or dialogue.