Trust matters more than ever
✅ Tom tweeted that “trust is the currency to value right now”.
🇦🇺 Transparent, timely and honest communication helps build trust. Australia’s Centrelink’s online services recently went down, just as people who need help during the pandemic were logging on to register for welfare services. Stuart Robert, Australia’s government services minister, said the MyGov website had suffered a distributed denial-of-service (DDoS) attack but later admitted that the system had been overwhelmed when around 90,000 users tried to access the website at the same time.
This is an example of a pre-internet-era “big IT”-style portal failing to scale to meet demand. Scaling your service to make sure it’s always available is the bedrock of trust.
Empowerment is great. Let’s hope it lasts.
Getting value to citizens has been rapid so far but the delivery isn’t done. It’s crucial that teams feel empowered to continuously adapt their service as the situation changes. Watch this space.
Public Digital is helping various governments create clear, accurate content, and deliver usable, accessible services at pace. If you’d like some support, get in touch at firstname.lastname@example.org.