Designing the future of public services: Digital twins for inclusive and accessible experiences through service design

Digital Twins (DT) are already considered an important technology of Industry 5.0, but to fulfill their promises, DT's future development should prioritize human-centricity. In parallel, the Public Sector is undergoing digital transformation, with DTs emerging as vital tools in government feasibility studies. The article aims to understand how the DT approach may enhance social innovation, inclusion, and accessibility for citizens in the Public Sector. While the human-centricity of DT in Industry 5.0 is extensively studied, there is limited focus on its application in accessible public service experiences. To explore the potential of DT in this area, this research offers an integrative literature review. It was found that only a few studies delve into the use of the DT for social innovation, leaving a gap for Service Design with its consolidated methods and a Human-Centered approach. Therefore, this study proposes a new framework Digital Twin Approach for Social Innovation in Public Offices through Service Design. The latter in a given system is necessary to engage stakeholders, design their journeys through (in)tangible interactions, and develop scenarios and prototypes.