These are the services that are of utmost importance and impact the users of government entities. Government entities must focus on these services in their developmental programs and projects related to services. As part of the development process, annual projects will be implemented to improve the user experience and provide services that align with the standards of excellent government service.

 

Priority services are determined through mutual agreement between the entities, and they should only be modified when absolutely necessary. It is possible for the complementary services to be a priority service without the subsequent sub-service being a priority.

Services that constitute the largest percentage of transactions.

Services that consume the largest proportion of resources.

Services that have been mentioned as a priority for development through customer feedback and mystery shoppers.

Services related to a specific and vital segment of the community (citizens, women, POD’s, etc.)

EXAMPLE

A citizen facing an issue with renewing their driver’s license gets help from the service’s AI chatbot. It guides them through different options to resolve the issue. It can also pull history and data from various databases to provide the customer with a more personalised and efficient experience.