2020 tested government and public services like no other year, seeing service demand increase, rapid rollout of services and integration of systems, and a determined focus on customer experience.
As the recovery takes shape, accelerated digital transformation of the sector is expected to further empower citizens and drive increasingly personalised public services and curated engagement across the entire economy and all levels of government.
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Alana Piper is The Australian Financial Review's director of ventures, with responsibility for the AFR Live, AFR Lists, AFR Insights, AFR Focus and AFR Intelligence businesses. She also writes on science, education and culture.
