The user experience of the public sector is often criticized and questioned. The citizen, who does not have the status of a customer, often feels too distant and not listened to by the various public service agents. They do not understand the procedures and the organization in place. It is therefore necessary to put the user at the heart of the action to improve his satisfaction.
27% vs. 54%.
27% of public sector managers describe the digital experience offered by their departments as positive, compared to 54% in the private sector
Source: Trends 2021, Adobe
In order to better meet the expectations of users and their new needs, public services are seeking to modernize and decentralize in order to provide a more appropriate and faster service. The objective is also to improve the working conditions of the agents to offer a more efficient, transparent and economical public service. However, the budgetary constraints of public services are significant, and often subject to electoral cycles and changes in government mandates and orientations, which impacts productivity.
Provide the expected citizen service locally, while respecting budgetary and time constraints set at the national or even European level.
Moreover, the inherent components of the public sector do not allow it to be as agile as in the private sector. With a system of vertical hierarchies and many stakeholders involved in complex and time-consuming decision-making, public services are also constrained by the need to serve all citizens across the country, whereas the private sector can target only the services that are most profitable for it.
Public administrations are also required to adapt to the numerous transitions such as decentralization, digitalization and CSR.
The challenge is multiple, global and local, structural and cyclical, short and long term.