Nowadays, almost all services are quick, easy to use, and intuitive. People want their government to act with the same speed and efficiency as they do when they can call a carpool or use a banking app to confirm their identity in a matter of seconds. It no longer seems rational to have to wait days or weeks for a basic government service. Every sluggish touchpoint, unnecessary form, and malfunctioning workflow lets the public know that the government isn’t meeting their expectations for service quality. People are not only irritated by the difference, but their trust is also damaged.
This lack of trust is not hypothetical. People’s expectations are rising more quickly than governments can meet them, as evidenced by the results of the most recent Edelman Trust Barometer, which reveals a sizable and widening gap in public trust.
With old systems, fragmented data, and stagnant resources, public institutions are expected to function at the pace of the private sector. The tools haven’t increased, but the workload has. Because of this mismatch, governments are unable to use conventional models to meet the demands and expectations of their citizens, resulting in a structural issue.
Approximately 143 million of the 1 billion citizen transactions that occur each year in the UK are “complex repetitive transactions,” with about 84% being “highly automatable” through artificial intelligence, according to internal public administration studies. The sheer number of demand is astounding.
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