Around the world, governments face a growing trust gap. Citizens increasingly expect public services to be as seamless, responsive, and user-centric as the private sector — yet bureaucratic complexity often undermines confidence and effectiveness. As digital tools mature, governments have an opportunity not only to modernise services, but to fundamentally redefine how they are perceived. This session examines whether “zero bureaucracy” is an achievable ambition — and what it would take to deliver it.