Ensure that staff in service centres and call centres receive proper training on providing support and assistance to users in using the service online. Employees should demonstrate patience and provide personalised assistance to guide users through the application process, whether it is done via the call centre or service centre, offering necessary support and guidance as needed.
Optimise digital channels for smart devices, as mobile accessibility is becoming increasingly important. Create mobile-responsive websites and mobile applications to provide a seamless experience across different devices and operating systems.
Streamline processes and remove unnecessary complexities when utilising digital channels. Simplify procedures, minimise steps, and eliminate barriers to entry to make it easy and efficient for users to engage digitally.
Consider providing incentives or rewards for using digital channels. Encouraging users with incentives can motivate them to adopt and actively engage with digital services. eg: services consumed on digital channels are free of cost.
Develop intuitive and user-friendly interfaces for digital platforms, ensuring that they are easy to navigate, understand, and use. Provide clear instructions and make the user experience seamless and enjoyable.
Offer comprehensive user support through various channels, including live chat, FAQs, and helplines. Provide prompt and helpful assistance to users encountering difficulties, ensuring a positive user experience.
Government entities are required to adhere to the “3 steps at most” principle when designing digital services to ensure their complete accomplishment within a maximum of 3 steps, excluding the payment step. The service should be designed in a way that does not require filling in any information, data, or uploading any documents that already exist in government databases (utilising digital identity, digital signature, and digital wallet). Additionally, it is necessary to establish links with the responsible entities for the reference data records. The service stages should be clearly explained to the service recipient in a simplified manner, starting from submitting the request until completion, enabling them to easily and smoothly accomplish the service.