No One Wants to Call the Government — But It Shouldn’t Be This Hard

What this episode covers

Why are government services so frustrating to use? And does it have to be this way? Public services are designed for people who have no choice but to use them. Whether paying tax, applying for a school place, or sorting out your pension, you’re often stuck navigating complicated processes, clunky forms, and long phone queues. All while dealing with frustration, stress, or even urgency. Unlike businesses that compete for customers, government services don’t have competitors. So, what needs to happen to make these services easier for everyone? In this episode, Helen Gracie reveals what’s happening behind the scenes. Why poor service design incurs extra costs for everyone, how digital transformation in government has been sluggish and challenging, and what must change to improve these systems for the people who depend on them. We unpack the challenges, examine where progress is being made, and discuss how to create public services that benefit people rather than hinder them. We will unpack the challenges, explore where progress is happening, and discuss what it takes to create public services that work for people, not against them. We will also see how the lessons learnt in government can be applied to the private sector.

Distinct summary based on available episode metadata or transcript content.