When does a government app meet real user needs—and when is it just another icon nobody asked for?

Ten years ago, every organization thought they needed an app. Most users didn’t agree. They just wanted a website that worked. Since then, governments have experimented with apps for everything from vaccine credentials to weather updates. Some solved real problems. Others created frustration, trust issues, and accessibility barriers.

This panel will debate the hard questions: Do government services truly need an app? If so, how should they be designed? What pitfalls should leaders expect? And what are the non-negotiables - privacy, accessibility, user choice that must guide the work?