Citizen experience: why innovation in transactions matters


Constant innovation in the online and mobile technology space has dramatically raised citizen expectations when it comes to transactional experiences. The future for government agencies is in connectivity.

Strong competition among the banks, new offshore payment platforms and bricks and mortar platforms has spurred large scale innovation in the transactional space. This has raised the bar for consumer expectations as providers continue to innovate their transactional processes — or face the possibility of losing customers.

As a result, citizens demand a better engagement and transaction experience from government. They want seamless delivery, no matter whether they’re in a shopfront on their mobile app, or engaged with a call centre. Either way, they expect the transaction experience to be personalised, convenient and simple to use, and to have instant access to government information around the clock.

This rapid pace of change presents powerful opportunities for government to improve citizen services and drive new productivity and innovation. It also paves the way for the introduction of a one-stop-shop that enables agency revenue collection, reporting, information sharing, risk management, relationship building capability and more. Transactional experience is a foundation to an ongoing relationship, and by adopting some of the innovations now available through payment platforms, governments are future-proofing their relationship with citizens.

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