Residents expect intuitive digital experiences, and government agencies must evolve to meet these changing demands. During a previous webinar, experts from across the U.S. and Canada discussed how agencies can create delightful, accessible, and efficient digital services.

Three essential principles emerged throughout the discussion: simplicity, connection, and evolution. These pillars guide governments in delivering services that not only meet expectations but enhance trust, engagement, and operational efficiency.

Simplicity is the foundation of effective digital services

Simplicity is at the core of great user experiences. When government services are easy to navigate, users can complete tasks efficiently, reducing frustration and administrative burden.

Testing the user experience

One of the most effective ways to assess simplicity is to test services from a resident’s perspective. A city treasurer, for example, partnered with a local college marketing class to conduct user experience testing. Students acted as new residents, simulating real-life interactions with digital services. The results revealed pain points that internal teams had overlooked:

• Use data to prioritize what matters most: 80% of people visit government websites to find or pay a bill. These actions should be easy to complete.
• Nudges drive action: Gentle reminders, such as email or text notifications, help residents stay on top of deadlines.
• Intuitive design reduces friction: Information should be where users expect it, not buried in layers of menus.

Building trust through digital engagement

Residents seek meaningful interactions with their governments beyond simple transactions. Effective digital engagement mirrors the best practices from the private sector: anticipate needs, offer proactive assistance, and ensure accessibility for all.

Is your agency online or functioning digital-first?

Many agencies offer online services, but few have fully embraced digital-first engagement. A digital-first experience means:

• Actively guiding residents through processes rather than listing multiple options without direction
• Understanding how people prefer to interact so you can design intuitive digital experiences
• Supporting omnichannel access, especially mobile-first experiences as more residents use smartphones over desktops

Personalization increases resident satisfaction

People want services tailored to their needs. The City of Vancouver, for example, found that people prefer neighborhood-specific information like garbage pickup schedules, road closures, and local events.

Designing digital government for everyone

Digital transformation must prioritize accessibility and inclusion. Simply offering services online isn’t enough: governments must ensure all residents can access them.

Bridging the digital divide: real-world examples

To get a better understanding of residents’ wants and needs, Vancouver sent out an opinion survey in 2020 that asked focused questions on digital services. The overarching theme of the response was the desire for equitable access.

Similarly, to make sure all of its residents can access digital government services, the City of Mississauga invested in:

• Free public Wi-Fi in parks, libraries, and community centers
• Digital literacy programs that teach residents how to use online services
• Multi-language support ensuring non-English speakers can navigate government platforms

Learn more about the digital divide and how to create equitable services: The trajectory of digital government and closing the digital divide 

Create a consumer-like government experience

Residents have come to expect a lot from their online interactions. Government services should be no different.

1. Adopt human-centered design principles: Prioritize clarity, accessibility, and efficiency from day one
2. Think small, move fast: Break projects into manageable phases so you can deploy quickly and iterate often
3. Meet residents where they are: Mobile-first experiences are key, but agency sites should work on all types of devices 
4. Make data work for residents: Minimize redundant form-filling by reusing existing information

Digital government success hinges on three fundamental pillars: simplicity, connection, and evolution. By embracing intuitive design, proactive engagement, and continuous innovation, agencies can build trust, improve satisfaction, and enhance efficiency.