From fragmented to seamless: A framework for omnichannel public service delivery in the EU
The EU is developing a framework to make public services easier for citizens and businesses to use.
A new report suggests moving from separate channels, such as websites and call centres, to a unified omnichannel approach. It provides a maturity model and core activities to help public administrations coordinate these different touchpoints more effectively.
For those working in the public sector, this framework helps translate “digital by default” goals into practical strategies. It offers a way to improve accessibility and interoperability while making clearer decisions on where to invest resources.
Is your organization looking at ways to connect different service channels?
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