Sweden was an early adopter when it comes to digitization, with Swedish authorities being pioneers in many cases. But as citizens and businesses expect the same level of service from the public sector as they do privately, public services in Sweden are gradually starting to lag in the digital transition. One of the reasons for this is Sweden’s system of government, where authorities have a high degree of independence in addressing their responsibilities.
Today, we face a paradigm shift in the digitization of public services, where the needs and expectations of citizens and companies, not the requirements of the authority, must be at the centre of every initiative.
But how can we better serve citizens and companies when several authorities need to be involved to deliver a service? What does the modern customer meeting look like and where are they facilitated?
Swedish public services are part of an ecosystem and increasingly need to improve collaboration between central, regional and municipal authorities, as well as private companies. Only then can they exchange information more effectively and efficiently.
Technology can decrease the complexity inherent in this, helping citizens achieve the outcomes they want and the services they deserve.