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Citizen Experience Management

A talk by Ian Benson, Anne-Louise Clark, Libby Mason and Pauline Yau
DBS - Disclosure and Barring Service, Audit Wales, GovX Digital and Zoom

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About this talk

New research from the Demos think tank suggests that citizens want a less transactional, and more relationship-based service model. How should public sector bodies rethink the citizen journey to deliver genuine user-centred services?

Join us for insights from the experience of Audit Wales and the Disclosure and Barring Service as we ask:

  1. How have user needs and expectations changed? What kind of relationship are citizens looking for with Government?

  2. What are the levers we can pull to improve citizen engagement and trust?

  3. How are you hearing the voice of the user? If it’s the ‘edge case’ users that need the most help - how do we design services with them in mind?

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Anne-Louise Clark

A government leader committed to people development and mentoring.

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Audit Wales
DBS - Disclosure and Barring Service

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