PurposeBy increasing the digitalization of commercial services citizens' expect more from public services. First of all, this study will strive to identify which problems citizens encounter when they use a complex public service: preparation of an application for a building permit. In the light of the popularity of omnichannel approaches, the study then explores how omni-channel could help to address the problems which have been identified.Design/methodology/approachWe implement the first phases of an action design science research project. We collect data both from citizens and public agencies and frame them as transparency problems. These abstract problems are then addressed by an omnichannel service provision as an abstract solution. The abstract solution is then instantiated in a design in the form of a user scenario developed in collaboration with current and future public officials.FindingsThe analysis uncovers multiple transparency issues: it distinguishes between process, case, language, cross-channel and cost transparency. One root cause of the transparency issues observed is the lack of service transparency which defines the purpose and scope of a ser-vice. We therefore recommend defining a service-strategy before informational and technical aspects of an omnichannel approach can be implemented. Following this strategy, omnichannel offers public administrations unique opportunities to excel in citizens' service provision.Originality/valueThe study provides insights into how citizens view complex public services. For researchers, this study offers the conceptualization as transparency issues. Practitioners from the public administrations can also benefit from the concept and vision of omnichannel public services.

BACKGROUND Physicians are overwhelmed by administrative tasks and spend too little time counseling patients, hampering health literacy, shared decision-making, and adherence to treatment. OBJECTIVE Do digital agents built on fast-evolving generative AI, such as ChatGPT, have the potential to improve healthcare counseling? We sought answers by asking patients and physicians for their opinions on the description of three digital agents, a Silent Digital Expert, a Communicative Digital Expert, and a Digital Companion. METHODS Our exploratory study conducted in-depth interviews with 25 patients and 22 physicians from a convenience sample. The patients and physicians were from a wide age range and came from different educational backgrounds or medical fields. All interviews were audio recorded and transcribed. The transcripts were deductively coded using MAXQDA and then summarized by code and interview. The resulting summaries were then clustered for interpretation. RESULTS We structured statements and quotes from patients and physicians according to three consultation phases: First: Silent and Communicative Digital Experts who support and are part of the consultation; second: Digital Experts who hand over to a Digital Companion for the time between consultations; third: Digital Companions supporting patients between consultations. Overall, patients and physicians were open to this kind of counseling support but expressed thoughtful concerns about various details across all digital agents. CONCLUSIONS Considering the results and linking them to the literature, we derived nine requirements for designing digital agents to support counseling.