1. User-focused approach
Designing services based on the needs, experiences, and feedback of users
2. Behavior/Communication
Engaging in clear, empathetic communication that resonates with users.
3. Flow/Smoothness
Ensuring that service delivery is smooth, without unnecessary delays or complications through process simplification
4. Ambiance
Ensuring that the service delivery environment and office ambiance are conducive to providing a positive user experience.
5. Awareness
Ensuring that citizens are well-informed about available services, their purpose, and how to access them, while also equipping them with knowledge of their privacy rights. It focuses on clear, accessible communication strategies to educate users, enabling them to navigate services confidently and effectively.
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