A challenge for agencies in this increasingly digital world is the ability to understand the human experience of accessing services and benefits. “Government cannot treat us like humans if they don’t understand our experiences.”
Posts Tagged: customer experience
Governments that embrace the customer experience can unleash engagement opportunities that will build trust in our public institutions.
Taking notice of increasing consumer expectations, government agencies are following suit, resolving to focus on citizen experiences to build transparency, accountability and trust.
To build an effective and scalable experience, organizations must understand all aspects of their customer interactions and focus on three main levels of CX
“We need to be thinking about how different age groups will have different needs or expectations. And if we’re not taking that into consideration, then there’s the potential that we could be under-serving one or another group.”
In the past decade, the concept of user experience (UX) in government IT has gained widespread acceptance and moved into the mainstream.
Federal agencies are notoriously siloed, but citizens do not see these bureaucratic divides. How can agencies bridge the gap for a better citizen experience?
I visited three government offices in two states within 48 hours. My goal in sharing this story is for readers to channel their inner customer and advocate for the people they serve in new ways.
How can agencies turn this critical surge in COVID-19-related communications demand into a broader digital transformation effort?
Governments must think holistically about the convergence of CX, digital transformation and secure, adaptable platforms. The efficacy of citizen services depends on it.