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Citizen Experience Deserves a Digital Upgrade
Citizen Experience Deserves a Digital Upgrade

May 21, 2025

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I own a car that requires a fitness certificate. I came across a government website where I could check the fee by entering my mobile number.

However, I realized that my mobile number was not linked to my car’s registration details. I then followed a documented procedure to update the number, but a glitch on the government site prevented me from completing the update. I tried emailing and calling the concerned authorities but received no assistance.

This isn’t just a personal inconvenience; it highlights a bigger issue. In a world where private companies use AI, automation, and intuitive design to improve customer experience, certain citizen services are still struggling with basic functionality. We deserve better.

That said, not all public services are stuck in outdated systems. Services like online bill payments, passport renewals, and a few others offer a relatively seamless digital experience. However, many still need a significant digital upgrade.

 

Why Citizen Experience Matters

Citizen experience (CX) is the government equivalent of customer experience. It determines how easily and efficiently people can access public services. A poor CX doesn’t just waste time, it diminishes trust in public institutions and creates friction between citizens and the services they rely on.

While private-sector experiences offer seamless multi-channel access, personalized interactions, and self-service options at any time of day, public-sector systems too often remain constrained by outdated processes, inconsistent digital access, and limited communication channels. This widening gap leads to frustration and lowers citizen satisfaction.

How Technology Can Help

  1. Mobile-First Interfaces: Ensure websites and apps are mobile-friendly, as a large segment of users now primarily access services via their smartphones.
  2. AI Chatbots and Assistants: Provide round-the-clock assistance with intelligent virtual agents that guide users, answer queries, and solve simple problems without human intervention.
  3. Seamless Data Integration: Ensure that user information updates like mobile numbers are synchronized across all systems in real-time, eliminating the need for repetitive actions.
  4. Omnichannel Support: Allow citizens to interact across multiple platforms, the web, phone, email, chat—without losing context, and ensure consistent support.
  5. Proactive Notifications: Use SMS and app notifications to alert users about deadlines, missing documents, or status updates, reducing ambiguity and missed tasks.
  6. Efficient Feedback Loops: Make it easy for users to report problems and ensure there is accountability in follow-up and resolution.

 

Closing Thoughts

Governments must prioritize citizen experience as much as private firms prioritize customer experience. That means adopting modern tech, designing intuitive systems, and being responsive to issues. It also means treating every citizen like a valued user, not just a file number in the system.

The difficulty I encountered and many others every minute should not be the norm. It should be the trigger for change. By the way, I just received a call from the vehicle registration office asking me to visit in person to link my mobile number with my vehicle’s registration, which is something that ideally should have been possible online in just a few clicks.

We believe things will change for the good soon, and that a public service experience that is simple, reliable, and citizen-first is within reach


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Venkat Kandhari
Industry Principal

Mr. Venkat is an Industry Principal working with Infosys Limited. A thought leader in Unified Communications field with 24 years of industry experience in Unified Communications Research and Product Development and a proven track record in building technology teams who partner with business leaders in meeting strategic goals. Venkat’s professional expertise includes UC Linux platform and UC product security. He holds Master of Computer Application (MCA) from Osmania University Hyderabad, India

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