In an era where citizens expect seamless, personalized, and accessible digital experiences, governments worldwide are reimagining how they deliver public services. The traditional model—where citizens must navigate agency silos to access support—often falls short, especially during pivotal life events such as starting a family, changing jobs, or coping with bereavement. By organizing digital service delivery around these key moments, governments can create more satisfying, inclusive, and efficient experiences that truly meet people where they are.
Research shows that life events are a major driver of citizen engagement with government services. In Australia, for example, over 85% of citizens used an online government service in the past year, and satisfaction rates consistently exceed 90%. Yet, nearly half of those who experienced a significant life event did not use available digital services—often due to gaps in awareness, accessibility, or the complexity of navigating multiple agencies. These moments—whether welcoming a new child, moving house, or dealing with loss—are when citizens most need government to act as a unified, supportive partner.
A life-event-centric approach breaks down traditional agency silos, instead orchestrating services around the real journeys citizens experience. This model is gaining traction globally, with Australia’s New South Wales government leading the way by building digital journeys around eight key life events, from starting a family to end-of-life planning. The benefits are clear:
Effective life-event services require collaboration across government departments. By adopting human-centered design principles, agencies can bring together a range of services at the moment they are needed most, personalize support based on unique circumstances, and ensure accessibility for all—including those with disabilities, language barriers, or limited digital skills.
Governments are exploring several models to deliver life-event-centric services:
Not all citizens are ready or able to use digital services exclusively. Maintaining alternative channels—such as phone support, in-person assistance, and community outreach—ensures that everyone can access the help they need, especially during stressful life events. This omnichannel approach is essential for building trust and ensuring no one is left behind.
Trust is foundational. Over half of Australians have concerns about data privacy and security, particularly following high-profile breaches. Transparent communication about how data is used, robust security protocols, and clear governance—especially around emerging technologies like AI—are essential to building confidence and encouraging adoption.
Despite high satisfaction and demand, significant gaps remain:
To address these gaps, governments must invest in proactive outreach, intuitive service design, and targeted support. This includes expanding digital infrastructure and literacy programs, designing services around real-life journeys, and ensuring accessibility from the outset.
Life-event-centric digital services represent a transformative opportunity for governments to deliver on the promise of citizen-centricity. By organizing around the moments that matter, embracing cross-agency collaboration, and investing in inclusive, omnichannel support, governments can build more proactive, satisfying, and equitable experiences for all. The journey is ongoing, but the destination—a government that is capable, reliable, clear, efficient, empathetic, and holistic—is within reach.
Ready to build a more inclusive, life-event-centric digital future? Connect with Publicis Sapient’s experts to explore how tailored digital journeys can deliver better outcomes for every citizen.