What people really want from digital government services
Jacob Wackerhausen via Getty Images
COMMENTARY | Interactions with government happen at crucial moments in people’s lives, but can be dogged by confusing processes. Research shows they want simplicity.
For years, government modernization has been synonymous with technology. Agencies have invested in new platforms, mobile apps and cloud solutions, believing that digital transformation alone would solve the challenges of service delivery.
But here’s the truth: technology is only part of the equation. What people truly want from government services is not just access. It’s confidence, clarity and a sense that the system works for them, not against them.
When residents interact with government, they are often doing so at critical moments in their lives: when they’re starting a business, applying for benefits or renewing a license, to name a few. These are not abstract transactions; they are deeply personal experiences. Yet too often, the process feels impersonal, confusing and time-consuming. People don’t measure success by the sophistication of the technology behind the scenes. They measure it by how easy it is to get what they need without unnecessary hurdles.
Moreover, security is non-negotiable. Transparency and security ranks as top factors for accessing government services — ahead of login simplicity and access to support staff. Most people say they are comfortable using a mobile driver’s license or digital ID stored in a smartphone wallet, provided it is secure and trustworthy. This signals a growing openness to digital identity solutions, but only if governments can guarantee privacy and data protection. Trust is fragile, and any misstep can undermine adoption.
Accenture’s latest research confirms what many of us have suspected: people value simplicity. They want to log in once, complete their task, and move on. They appreciate the confidence that comes from knowing their information is secure and the system will work as expected. And even if they never need it, people find comfort in knowing that a human is there if things get complicated.
This isn’t a rejection of digital innovation, in fact, it’s far from it. In most cases, a live agent or in-person appointment isn’t necessary. It’s about finding that balance. Technology should make experiences seamless while preserving the human connection that builds trust.
For government leaders, this means rethinking what modernization really means. It is not about adding more portals or layering on new features. It is about designing services that feel intuitive and respectful of people’s time. It is about creating a digital environment that anticipates needs and removes friction, rather than forcing residents to navigate a maze of disconnected systems. And it is about ensuring that frontline government employees are equipped and empowered to deliver on these expectations.
The workforce factor cannot be overstated. Employees are the backbone of service delivery, and yet many feel overwhelmed by manual processes and underprepared for new technologies. If they do not trust the tools or understand how to use them, adoption will stall and frustration will grow. Training and communication should be treated as a core component of transformation, not as an afterthought. When employees feel confident, they can focus on the most important work: helping people in moments that matter.
Ultimately, the question for government leaders is simple: are we building systems for technology’s sake, or are we building systems for people? The answer will define the success of every modernization effort.
People are not asking for perfection. They are asking for services that work; services that are easy to navigate, secure and supported by humans when needed. Meeting these expectations is not just good governance; it is essential to restoring trust in public institutions.
The path forward is clear. Stop thinking of digital transformation as a technical project. Start thinking of it as a human project. Because at the end of the day, government is not about systems; it is about people. And people remember how you made them feel. Make it simple, secure and human. That is what people want from government services, and that is what leaders must deliver.
Kevin Ellenwood is public service and citizen experience lead for Accenture.