Architecting for the Citizen Experience Continuum

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    Monday14Sep 2020
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    In this insight, Wipro look at the way the pandemic had changed the way we live and work, and how changing citizen expectations will impact public services architecture...

In this insight, Wipro look at the way the pandemic had changed the way we live and work, and how changing citizen expectations will impact public services architecture in the post-Covid world. Wipro will discuss these themes in more detail during their session at the Building the Smarter State conference taking place on 16 & 17 September. 

Citizen expectations will drive public services technology architecture in a post COVID world

The pandemic has irreversibly changed the way we live, work, shop and socialize. For a lot of organisations, “Direct-to-consumer” is no more an aspiration, but an imperative born out of changing consumption patterns, social distancing norms and a general avoidance of direct, people to people contact. People expect things to just work with a single tap on their connected devices. This just-works, always-on expectation has inevitably stretched to government services. The digital revolution has somewhat changed the way government services are delivered but has a long way to go from being just digitally enabled to being designed from the ground up to be citizen centric. Achieving this requires a certain degree of centralisation while preserving the autonomy of individual central and local departments.

What is citizen centricity?

Designing services that are engaging, transparent, accountable and inclusive with a focus on the citizen journey as a continuum rather than as fragmented touch points is citizen centricity.

A typical citizen journey is depicted below, bringing out how the expectations of the citizen from all government interactions is getting increasingly influenced by their experiences as a consumer.

A roadmap for citizen centric government services

This roadmap is built with a life event centric view instead of a government body (agency) centric view. Whether you are a citizen or a business, once you create your profile, the platform provides a view of existing interactions e.g. my family, my home, my car, my business, my rubbish, my tax and lines up services offered aligned to events rather than the specific agency.

At the user level

  • Channel layer: The aim here is to provide multiple, secure channels of communication to the user while ensuring continuity from one platform to another.
  • Experience Layer:  Experience layer maps services provided by multiple agencies into a single life event such as “Childbirth” which then provides the user with related services such as healthcare and benefits.

Enabling digital infrastructure

  • Experience Enablement Layer: A robust enablement layer must include digital authentication/ID, digital payments, document exchange services, transaction workflows using wizard-based UIs and a notification management engine.
  • Integration Layer – Allows for seamless data exchange between agencies through APIs

At the agency level

  • Agency Layer – Consists of two core pieces: A Micro front end – views that allow the data collection forms to be rendered as a wizard and a set of Micro Services that allow interaction with the back-end System of Record Applications.

And the core infrastructure

  • Infrastructure layer – Cloud First – Move the infrastructure for the Applications into Cloud, provide mechanisms for Teams to experiment with less upfront costs. Implement DevSecOps, and automation both at the Central Digital Platform level and encourage agencies to move to agile development by providing the knowhow and infrastructure.

 

To sum up, any successful citizen experience continuum must have:

  • Ease of use and intuitiveness
  • End-to-end digitisation and straight through processing
  • True omni-channel interaction capability and transaction continuity
  • Incredibly fast time to close
  • Engaging and rewarding citizen-government experiences, driving transparency and trust

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