How Digital Services Can Optimize the Constituent Experience

Government faces a number of customer service challenges. Agencies at the state and local levels continue to struggle with underfunding and staffing reductions. At the same time, citizens are demanding new ways to connect and transact with government. They want a streamlined experience, transparency and better quality of service to match the consumer experience they get when searching, shopping and communicating online. Agencies need better solutions to serve an increasingly tech-reliant public as well as an easier and more efficient way to work internally.

That’s why digital services, fueled by new technologies and cloud computing, can transform the way government engages constituents and provides programs. Such services can help a citizen do everything from transfer a car title to obtain a business permit or license. By delivering services through digital channels, state and local governments can improve the overall customer process and experience, both for the agency employee and the constituent.

To understand how digital services can help state and local agencies optimize the constituent experience, GovLoop partnered with Infor, a leading software provider with solutions dedicated to improving constituent engagement through digital services, to survey state and local government employees.

The survey aimed to understand government employees’ views about digital services and their impact on constituent services. Bob Benstead, Vice President of Business Development, Public Sector at Infor helped highlight the important findings of the survey.

This research brief gives insight into the importance of constituent engagement and how online engagement platforms can improve the delivery of citizen services. Additionally, this brief discusses best practices and strategies for successfully implementing digital services at your agency. Readers will also learn how going digital can improve internal processes while providing constituents the high-quality experiences they expect.