Future Citizen Experience

Discussion table

Learn from
Amanda Dahl

Deputy Director, Digital Service Platforms


Anne Dhir

Strategist and service designer


Anne is a designer and creative strategist with SPARCK and BJSS.

She is passionate about achieving sustainable growth by tackling complex systems, whilst carefully balancing the interests of organisations, customers, staff, and the planet. She helps organisations find the path from intention to delivery and learn to design for themselves.

She is a ‘design magpie’, sharing insights across sectors and pushing the boundaries of design by incorporating practices from other disciplines.
About the session

The future of experience is already here. Businesses strive to deliver ever more personalised, frictionless services, powered by data digital technology. Mainstreams use of AI is accelerating, and a transformation is spreading through the economy. People desire user-friendly, integrated services but worry about privacy and the loss of human contact.  

Should government strive to deliver the same level of experience? What are the opportunities and how do we mitigate the risks of exclusion or misuse? 

This session explores the key emerging experience trends, addressing potential future citizen needs. We aim to foster an engaging discussion in a safe space: 


  1.  Automation by default: How might we leverage data, AI, and digital technology to deliver efficient and effective services? If automation is the default, what are the opportunities for greater access to human support?
  2. Better citizen/government relationships: How can technology support proactive and ongoing relationships with people, reducing barriers to access and delivering preventive services, so the first contact is not one of crisis? How might emerging technology, such as web 3.0, help people get more involved in shaping policies and making decisions? 
  3. Ethical considerations: How do we navigate the ethical considerations of black box technologies, such as AI? Who might we potentially exclude while we race into a technology driven future? What is the right level of data to hold and how do we use it ethically?