Ever tried to fill in your tax form or submit files to government offices? Some countries are highly digitized and made the leapfrog of digital transformation, like Sweden, Estonia, or Lituania. Others, and among them the most developed nations in the world, very much lag behind. In some cases, digitalization did not succeed in simplifying the interaction with the government service – they just moved the process as is to online platforms.
In fact, global data shows that 51% of consumers find accessing government services to be frustrating, and only about one-third (36%) find government processes and interactions intuitive.
It is my belief that government services