Digital Public Services: What Do Citizens Really Need?

Digital public services: what do citizens really need?

Many digital services are designed from the agency’s point of view, not the user’s. Here we set out what citizens actually need from a digital service, and how an agency can discover those needs before building any system.

Digital government 5 min read

By Nour Aldein Tleti. Updated 7 October 2026.

What do citizens need from digital public services?

Above all, citizens need to know exactly what is required of them, to submit an application without repeated visits, and to follow its status and know when it will be finished. The service must work on their phone and on a weak connection, and there must be a person to help if they get stuck. A successful service is measured by the trips it saves, not by the number of pages or features.

Citizens’ basic needs

Accurate, up-to-date information: A clear list of documents, fees and expected duration, so nobody has to come back because one paper was missing.
One place to apply: A single form that collects everything the service needs, instead of moving between counters and offices.
Transparent tracking: A request number, a clear status and a message at every change, so citizens do not have to call or come in to ask.
Easy, reliable payment: A familiar payment method with an official receipt that can be saved and printed when needed.
Human help when stuck: A phone number or service centre that actually answers, because some cases cannot be solved by an online form.

Needs shaped by local conditions

Working on a weak connection: Light pages, few images and small document uploads, because internet access may be slow or expensive.
Saving and returning to an application: A power cut can interrupt a user mid-form, so nothing they have entered should be lost.
Serving people abroad: Syrians living outside the country need to complete transactions for themselves or their families, with clear rules on powers of attorney and authorisation.
Simple Arabic: Words everyone understands instead of complex administrative language, with a short example for any unclear field.
Payment by relatives abroad: Sometimes a relative outside the country pays the fee. Clear accepted payment methods, and a receipt issued in the applicant’s name, prevent confusion.

Common service design mistakes

Copying the paper form: Turning a paper form into a downloadable PDF does not make the service digital.
Asking for documents the state already has: Asking citizens for data another public body holds wastes their time and adds errors.
Complicated login: Long verification steps for a simple service push people back to the counter.
No response after submission: Sending an application with no confirmation or date makes citizens doubt it even arrived.
Unrealistic completion times: Announcing a short time the agency cannot meet damages trust more than a longer time that is kept.

How do you find out what citizens need?

01
Watch the counter
Spend a day at the service counter and note recurring questions and reasons for rejected applications.
02
Ask users directly
Interview citizens of different ages and areas, and ask about their last experience with the service.
03
Map the citizen journey
From the moment they realise they need the service to receiving the result, and mark the points of waiting and repetition.
04
Test a prototype
Try a simple design on real phones before full development.
05
Measure after launch
Track incomplete applications and incoming questions, and adjust the service based on them.

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Frequently asked questions

What is the most important measure of a digital service’s success?

That citizens finish their transaction with fewer visits and in less time than before. If they still have to go to the office, the service has missed its goal.

Should every service be fully online?

No. Some services need attendance or a signature under legal requirements. What matters is that the part that can be digital is easy, and that any visit is limited to one clear step.

How do we serve older people and those less comfortable with technology?

Through service centres where staff help enter the application, and by allowing a family member to apply with clear authorisation.

Can WhatsApp be used for public services?

It can be used for notifications and answering general questions. Documents and personal data belong in the protected official system.

Does ONE DIGITAL help design the user experience of public services?

Yes. We design interfaces and test them with users, taking into account connectivity conditions and the phones common in Syria.