In Kansas City, citizens used to report potholes after they were formed. But the Public Works department’s director devised a method of predicting where potholes would develop.
Posts Tagged: customer experience
West Virginia partnered with an e-government solutions provider to roll out digital services for their DMV, resulting in faster services for citizens.
Boston used to rely on inefficient and expensive processes for filing death certificates. Now, the city has a digitized system that improves customer experience.
The director of Georgia DCSS discusses how the state successfully employed a mobile app to address over 400,000 child support cases.
For government to successfully serve citizens, they must first understand their users’ stories: Who are they? What do they care about?
In a recent GovLoop DOROBEKINSIDER, panelists shared best practices for improving the citizen experience in an increasingly digital world.
Improving the SBA’s web presence was about more than technology and design changes; it marked the need for a complete culture shift.
From renewing a driver’s license to filing federal tax returns, there is a full spectrum of services citizens expect from government. It’s up to agencies to figure out how to ensure that each touchpoint meets growing citizen expectations and aligns with their organizational missions.
To help your agency build on its current efforts, here are seven best practices to drive better outcomes from your CX strategy.
Government needs to look past single solutions that promise faster processing times or increased productivity. Instead, agencies must holistically rethink their entire organizational culture, including strategies and solutions, for transformative CX change.