{"id":522556,"date":"2023-06-26T15:06:16","date_gmt":"2023-06-26T13:06:16","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=research-and-insight&#038;p=912575"},"modified":"2025-03-15T03:52:52","modified_gmt":"2025-03-15T02:52:52","slug":"citizen-services-for-life","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/se-en\/insights\/research-library\/citizen-services-for-life\/","title":{"rendered":"Citizen services for life"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Citizen-services-PoV.jpg?w=2880&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Citizen-services-PoV.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Citizen-services-PoV.jpg?w=1440&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Citizen-services-PoV.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Citizen-services-PoV.jpg?w=1024&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Citizen-services-PoV.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Citizen-services-PoV.jpg?w=768&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Citizen-services-PoV.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/Citizen-services-PoV.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 43%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Public sector<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Citizen services for life <\/h1><\/div><h2 class=\"reasearchInsightTitle\">Personalizing eGovernment through a life events approach<\/h2><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/prod.ucwe.capgemini.com\/se-en\/wp-content\/uploads\/sites\/20\/2023\/06\/Citizen-Services-for-Life-Personalizing-eGovernment-through-a-life-events-approach.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download PoV<\/span><span class=\"type\">3 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=912575\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=912575&amp;text=Citizen%20services%20for%20life\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=912575&amp;text=Citizen%20services%20for%20life\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-simple-efficient-and-human-centered-a-life-event-approach-can-revolutionize-the-way-public-sector-organizations-deliver-digital-services\"><strong>Simple, efficient and human-centered: a life event approach can revolutionize the way public sector organizations deliver digital services. <\/strong><\/h3>\n\n\n\n<p>But bringing together all the information and transactional capabilities needed to do it can be complex.<\/p>\n\n\n\n<p>Our report sets out five critical factors governments need to put in place before they can embark on this transformational journey. It also explains the central role of human-centered design and transparency in building life event digital services that work for everyone.<\/p>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para-video section section--info-2cols section--insights section-video is-style-cg-sapphire3\"><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><h4 data-maxlength=\"34\">Citizen Services<\/h4><div class=\"video-info\"><p data-maxlength=\"68\">Life Events<\/p><\/div><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><div class=\"video-wrapper\"><iframe title=\"video section\" src=\"https:\/\/www.youtube.com\/embed\/R4MMPKlPQvQ\" frameborder=\"0\" rel=\"0\" allow=\"accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/div><\/div><\/div><div class=\"col-md-1\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>From 10 to four<\/strong> <\/p>\n\n\n\n<p>The drop in the number of interactions new parents in Estonia need to have with government since it reorganized 200 services around life events.<sup>1<\/sup><\/p>\n<\/blockquote>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\">Five critical factors in delivering successful life event services<\/h4>\n\n\n\n<p>Governments looking to move to a life event model will need to lay the foundations by:<\/p>\n\n\n\n<ol style=\"list-style-type:1\" class=\"wp-block-list\">\n<li><strong>Sharing data <\/strong><br>Implement the strategies, stewardship and ecosystems for storing and sharing data in a safe and secure way.<br><\/li>\n\n\n\n<li><strong>Putting governance in place <\/strong><br>Establish data governance models to encourage collaboration and allow connections across public and private systems.<br><\/li>\n\n\n\n<li><strong>Accessing services through single digital eIDs&nbsp;<br><\/strong>Focus on building citizen digital identities as a cornerstone of data sharing and Once-only Communication.<br><\/li>\n\n\n\n<li><strong>Implementing Once-only Communication (OOC)<\/strong><br>Make sure that citizens only need to submit data to public agencies once, who will pass it to other service providers.<br><\/li>\n\n\n\n<li><strong>Exploring new technologies to solve old problems<\/strong><br>Keep investing in innovation and new technologies to address challenges with data sharing and digital identities.<\/li>\n<\/ol>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\">The crucial role of human-centered design<\/h4>\n\n\n\n<p>Our report explains why putting citizens at the center of digital design is essential to creating effective, inclusive and consistent life event services. It then sets out four ways governments can achieve it: setting common delivery standards, designing for local needs, collaborating across sectors and creating digital services everyone can use.<\/p>\n\n\n\n<p>Finally, we consider the importance of transparency in building trust, encouraging data sharing and driving users to adopt digital services.<br><br>Get in touch for more on delivering human-centered life event services \u2013 and how ÎÚÑ»´«Ã½ can help.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline is-style-outline--1\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/prod.ucwe.capgemini.com\/se-en\/wp-content\/uploads\/sites\/20\/2023\/06\/Citizen-Services-for-Life-Personalizing-eGovernment-through-a-life-events-approach.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Download report<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>&#8220;Governments that organize their digital services around life events benefit from economies of scale, along with a more flexible and consistently high-quality service.&#8221;<\/p>\n<\/blockquote>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\"><em>1 \u201cHaving a child life-event service\u201d,&nbsp;Observatory of Public Sector Innovation,&nbsp;2019, accessed January 2023,&nbsp;<a href=\"https:\/\/oecd-opsi.org\/innovations\/child-life-event\/\">https:\/\/oecd-opsi.org\/innovations\/child-life-event\/<\/a>&nbsp;<\/em><\/h5>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n\t\t<section class=\"section section--lifeatcap-learning section--event-slider-careerInvent \">\n\n\t\t\t<div class=\"container\">\n\t\t\t\t<div class='career-invent-header'>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"heading\">Related solution<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\t\t<div class=\"slider slider-fader 80257651-72d5-4750-a364-f638d7ba346e\">\n\t\t\t\t\t\t\t\t<div class=\"slider-list \">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"slide active \">\n\t\t\t\t\t\t\t<div class=\"slide-bg-wrapper wp-block-cg-blocks-career-invent is-style-sapphire3\">\n\t\t\t\t\t\t\t\t<div class=\"bgImagesection\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"container slide-info-wrapper\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-md-6 col-sm-12 box-inner \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"content-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"explore-header\" data-maxlength=\"68\" title=\"Citizen services : Human-centered by design\">Citizen services : Human-centered by design<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"box-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h4 data-maxlength=\"144\" title=\"we partner with public sector organizations globally to design, test, iterate and run digital services that put citizens at the center.\" style=\"white-space: pre-wrap;\">we partner with public sector organizations globally to design, test, iterate and run digital services that put citizens at the center.<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div 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https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/2023_06-07_Citizen-services_2880x1800_Opt2_KH-1.jpg?w=800&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/2023_06-07_Citizen-services_2880x1800_Opt2_KH-1.jpg?w=400&amp;quality=90 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/2023_06-07_Citizen-services_2880x1800_Opt2_KH-1.jpg?w=800&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\" \/>\n\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" class=\"box-img\" src=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/06\/2023_06-07_Citizen-services_2880x1800_Opt2_KH-1.jpg\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t style=\"object-position: 65% 32%; object-fit: cover;\" alt=\"\" \/>\n\n\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t\t\t\t\t\t<!-- <img decoding=\"async\" class=\"box-img\" src=\"\"\n\t\t\t\t\t\t\t\t\t\t\tstyle=\"\" alt=\"\"\n\t\t\t\t\t\t\t\t\t\t\/> -->\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\"><\/div>\n\t\t\t\t\t\t\t\t<div class=\"slide-reveal\"><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t<\/div>\n\n\t\t<\/section>\n\n\t\t\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Meet our experts<\/h2><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/se-en\/wp-content\/uploads\/sites\/20\/2023\/06\/Amandine-1.jpg\" alt=\"Amandine Tristani\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" href=\"https:\/\/www.linkedin.com\/in\/amandinetristani\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Amandine Tristani<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Senior Consultant, ÎÚÑ»´«Ã½ Invent<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" href=\"https:\/\/www.linkedin.com\/in\/amandinetristani\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">&#8220;We leverage our extensive experience in the public sector to help governments build human-centered services, reshaping them around life events. A life event framework enables citizens\u2019 needs to be anticipated and proactively serviced in an accessible and compassionate manner that takes into consideration their individual circumstances.&#8221;<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/se-en\/wp-content\/uploads\/sites\/20\/2021\/05\/Sandeep-Kumar-2.jpg\" alt=\"Sandeep Kumar\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" href=\"https:\/\/www.linkedin.com\/in\/sandeepkumar99\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Sandeep Kumar<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Head of Future of Technology practice for ÎÚÑ»´«Ã½ Invent in the UK<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" href=\"https:\/\/www.linkedin.com\/in\/sandeepkumar99\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">&#8220;When we develop citizen services, we apply what we\u2019ve learnt from over 10 years of delivering human-centered digital services for governments globally. 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