A local government service has taken out the top prize of the inaugural world-wide GovCX digital awards that also saw a Victorian government agency cited for its digital citizen experience.
Denver pocketgov, which connects people with services in the Denver area, was recognised for ensuring that users are at the center of the service design. The services available to users are offered on the basis of users’ personal details or — if they have not logged in — on the address or location they provide. Denver pocketgov’s ability to engage users on an emotional level, its ease of navigation, and its intuitive design were other factors that contributed to the award.
Engage Victoria, a government consultation and engagement portal of the Victoria’s Department of the Premier and Cabinet, and the Portugal Participatory Budget website, a platform that gives citizens a say in where and how money is spent, were also recognised as highly commendable finalists. These services were deemed notable for their consistency in design and presentation, impact on citizen engagement in government consultation, accessibility, and innovativeness.
Australian-based Miguel Carrasco, a BCG senior partner and an organizer of the GovCX Awards said this was an opportunity to celebrate success and what’s good in digital government service delivery.
“Improving the citizen experience is getting more and more attention, and in recent years, many governments have made significant progress in the design and delivery of digital services to meet their citizens’ needs. By identifying and celebrating the best citizen experience, GovCX aims to inspire other governments along the way.
Research BCG published in 2017, showed that, on average, 40% of citizens access digital government services at least once a week and that this rate is growing. The same research found that 60% of government service users experience problems accessing digital government services.
“While use is increasing, so, too, are citizens’ expectations that government services should be seamless, convenient, and tailored,” Carrasco said, adding that “a poor digital experience can contribute to citizens’ declining trust and erosion of confidence in government’s legitimacy.”
The panel of expert judges included Gerd Schenkel, founder and managing director of BGA Consulting; David Heacock, CEO of Cybertrack; Marla Mitelman, experience design director at BCG Digital Ventures; and Grantly Mailes, a BCG associate director. They assessed the diverse range of submissions on the basis of intuitiveness, information and search quality, visual and emotional appeal, and innovativeness and creativity of the digital government service.