The transformation of government service delivery models involves a myriad of key players that must play by an entirely new set of rules. The complexity and degree of transformation is unprecedented and generally comes with no 'instruction book'.

Client and Community service needs and expectations can't wait for the new 'ecosystem of players' to get it together and at times find themselves impacted by the transformation chaos that prevails.

Suboptimal service experience coupled with heightened frustration experienced by employees that feel unable to do the job they once did, is a recipe for broken trust - a key obstacle impeding transformation efficiency. Rachel Botsman - Author of 'Who can you Trust? How Technology Brought Us Together Can Drive Us Apart' - discusses the concept of shifting trust and its impact on institutions, including government.