Pocket, Pavement, Platform: Government in the App Store and on the High Street – Part 4

In Part 3 , we looked at AI agents and the disappearing interface. But real people, with real needs, still interact with real-world services. So Part 4 is about omnichannel: what it means to design public services that flex across tap, call, or walk-in. This isn’t about fallback channels. It’s about making every route dignified, seamless and human. Designing for every doorway Omnichannel isn’t a…