What Digital Transformation Starts With
For many people, the first and only interactions they have with a government agency are through its website, and good first impressions can go a long way.
For many people, the first and only interactions they have with a government agency are through its website, and good first impressions can go a long way.
“It’s also important to recognize that customer experience isn’t just an IT problem. It has to be much more than dumping it on the IT team to ‘fix the website.’”
The first step is realizing that what you’re doing is valuable to share, no matter how mundane it might seem, and then actually sharing it.
Looking at problems through a CX lens can help agencies identify and remove blockers to providing better customer service.
Agencies need to pay attention to the people, processes and other factors that can either undermine or advance their innovative initiatives.
By next July, the city aims to reduce 40% of its paper consumption, an effort the pandemic accelerated.
Your data has a time value, whether you’ve explicitly acknowledged it or not.
“I think this pandemic forced everybody to step off the treadmill collectively and rethink how we want to go forward.”
Leaders within the Michigan Department of Health and Human Services asked a radical question: Why can’t we get people a same-day response when they apply for benefits?“
Here is how agencies can modernize how they operate so they have agile people, processes and technologies that can continuously improve.