NEW WAYS TO IMPROVE COMMUNICATION WITH CITIZENS

NEW WAYS TO IMPROVE COMMUNICATION WITH CITIZENS

The pandemic brought significant changes in citizens’ behaviour, some of which also affect the way
they interact with the public administration and access services.
It is taken not only for granted that any service can be used online, today it is also expected that the
counters may be accessible via video call and that the public administration responds via chat and
messaging.
In addition to introducing new interaction tools, the challenge is to interpret in a different way the
multi-channel mix through which citizens meet the public administration.