Delivering experiences that count
Adobe and The Government & Public Sector Practice pooled their knowledge and expertise to conduct this research. The research, executed by , captured the attitudes and experiences of digital public services of more than 7,000 citizens in seven countries to understand what drives a positive experience of online public services.
The research suggests that, unsurprisingly, citizens expect online public services to be highly functional, efficient and well-designed. More fundamentally however, they also want a positive citizen experience that comes from services tailored to their needs, and which promote a closer state-citizen relationship or dialogue.