New Zealand’s Lab+ experiment has been testing the concept of what integrated services could look like into the future. The team’s Australian lead, Pia Waugh, explores three models of user-centric services that came out of the research.

One of the outcomes of this work was, through the useful lens of a life event, to build some experimental future states for government service delivery, built entirely around the user’s needs and taking into account the possibilities of multi-entity service delivery, while ignoring the limitations of the current landscape.

Three concepts that clearly came out of the research were:

1. Conversational services
2. Proactive delivery
3. Help me plan