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User-Centred Strategy and Policy Design for Better Public ServicesThe design of strategies and policies comes with unique challenges of scale and complexity, setting it apart from typical service or experience design. This discussion focuses on user-centred approaches that help navigate these complexities, leading to effective, mutually agreed solutions that serve the diverse needs of citizens and stakeholders. |
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Building Trust: Leveraging Data and AI for Personalised Public ServicesWhile citizens are open to the use of data and AI for personalised services, they expect authorities to first master the digital basics. Building trust at every touchpoint is essential, as is clearly defining what ‘personalised’ means for each service. |
