Key components of next generation public services

The components

From ensuring secure and resilient services to improved efficiences each component plays a part in building a government that works for citizens. Below we break each of these down in more detail and how they contribute to a modern public sector that delivers today and into the future.

Easier lives

Delivering transparent, human-centred public services that are accessible to all is fundamental. When services are designed around the user, they become more intuitive and easier to navigate. This approach not only improves user satisfaction but also ensures that services are inclusive, catering to the diverse needs of the wider population. For example, the UK government’s GOV.UK platform has been a pioneer in simplifying access to government services, making it easier for citizens to find and use the information they need, when they need it.

Firmer foundations

Ensuring public services are secure and resilient is essential for maintaining public trust. In an era where cyber threats are increasingly sophisticated, robust security measures are necessary to protect sensitive data and ensure the continuity of services. The UK’s National Cyber Security Centre (NCSC) plays a critical role in safeguarding public sector organisations against cyber threats, ensuring that services remain reliable and trustworthy.

That’s why Granicus is ISO 27001 and Cyber Essentials certified. Our Engagement Cloud and Service Cloud platforms enable users to be fully GDPR compliant in a way that works for the public sector. This means you can continue to serve and engage with your residents and other customers while complying with the latest data protection regulations.

Cybersecurity must always be at the heart of next-generation public services, especially when serving those who are struggling with digital skills or mistrust in government.

Smarter organisations

Adopting agile, user-focused, multidisciplinary approaches is key to keeping pace with the fast-changing needs of the public. Government organisations can respond more effectively to emerging challenges by fostering a culture of collaboration and flexibility. Agencies like Granicus Experience Group (GXG) exemplify this approach, working across public sector organisations to design and deliver empathetic digital services that meet the needs of users.

Higher productivity and efficiency

Saving public money while delivering outstanding services is a priority for any government. The government can enhance productivity and efficiency by leveraging technology and innovative practices to ensure resources are used effectively. This not only reduces costs but also enables frontline workers to focus on delivering high-quality services. The implementation of shared services across government departments has demonstrated significant cost savings and improved service delivery.

The importance of communication and engagement

Effective communication and engagement methods are critical for the success of these initiatives. Clear, consistent, and inclusive communication ensures that all stakeholders are informed and involved in the process. In many ways the task of digital service design and building next-generation public services belongs to all those who work in the sector. People should be empowered to recommend how digital channels can make the service they work in easier to use and more efficient. This fosters a sense of ownership and collaboration, which is essential for the successful implementation of government policies and programmes.

The government can build successful public services that truly serve the needs of its citizens by focusing on these key components and prioritising effective communication and engagement. These efforts not only enhance the quality of life for individuals but also contribute to the overall growth and resilience of the nation.

Delve further into the essential components for creating the next generation of public services by watching our on-demand webinar, “Easier Lives: Next Generation Public Services That Are Accessible to All.”