One of the fundamental principles of Service Design is it is Human Cantered. Human, be it customer, citizen or patients’ or patients’ relatives.
The largest service provider who touches the maximum humans in any country is the Government (Govt.) of that country.
Governments are the biggest service providers in the world. Everything Govt. does is a service to the citizen. Govt. touches many aspects citizen’s lives.
- Direct Tax Departments
- Indirect Tax Departments
- Railway/Public Transport
- Passport and Immigration
- Water supply and cleaning up of the cities
- Healthcare (To a large extent)
- Education (To a large extent)
- Insurance (To a large extent)
- Banking (To a large extent)
- Business Policies
- Welfare Schemes
All these are services and mostly provided un-designed in a human-centred way.
Which single private company can provide so many important and inescapable services?
Every important sphere of human life is influenced by the Govt. Imagine if these services are not designed keeping the HUMAN aspect at the core, how much irritation and frustration they can create? We all are experiencing the pain of our Govt. services so no need to borrow our experience.
What we experience when we deal with Govt. services is (One or all) ;
& therefore results in stress and frustration. This is perhaps the cause of massive and widespread corruption as we all want to avoid such experience.
Perhaps happiness index of the country can change if the Govt. behaves and offer these services in a human-centred way. It is not the money which gives happiness to the citizen but it is the Govt. Services which are responsible for our happiness.
Not convinced? Don’t agree?
Let me explain.
As per the World Happiness Index 2015 and Accenture Citizen Experience Study;
70% of the people in the US are ‘not satisfied’ with their cost of living and only 3% is ‘very satisfied’. But they rank 15th in the world Happiness Index.
In Canada, 22% are ‘very satisfied’ with the cost of living and 47% are ‘not satisfied’ but they rank 5th in the world happiness index.
Even in Singapore, 27% are ‘very satisfied’ with the cost of living and 37% are ‘not satisfied’ but they rank 24th in the world happiness index.
& in Australia, only 11% are ‘very satisfied’ with the cost of living and 64% are ‘not satisfied’ but they rank 10th in the world happiness index.
In India 34% people are ‘very satisfied’ with their cost of living and 36% are ‘not satisfied’ but we rank 117 in the world happiness index.
More number of Indian are ‘very satisfied’ with their cost of living than the people in the US, Canada, Australia and Singapore.
Less number of Indians are ‘not satisfied’ with their cost of living than the people in the US, Canada, Australia and Singapore.
& yet, India rank 117, way below these countries in world happiness index.
We are more satisfied and less ‘not satisfied’ than our world peers and yet we are a lot more unhappy than them.
What could be the reason?
This is only because these governments’ offer better services like healthcare, lower perception of corruption, better life choices, high life expectancy etc. Better quality of life makes them happier despite being dissatisfied with the cost of living.
These data suggest two things.
- The quality of Govt. Services to the citizen decide the happiness of the citizen of the country.
- should not only focus on GDP growth but happiness matrix also should guide Govt. action and this means the quality of Govt. services to the citizen.
We do not need only rich society but we also need happy society & richness does not guarantee happiness. We all know this but Govt. also should know this and focus on better services. Human-centred service design is the answer.
& the fact is, our happiness to a large extent is dependent on Govt. services.
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