The public expects private-sector businesses to serve them continuously and digitally and, increasingly, they expect the same in the public sector.
Posts Tagged: CX
When the VEO was established in 2015, the ultimate goal was to listen to veterans’ voices. The office strategically deployed core CX capabilities.
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.”
“The first wave of COVID-19 has shown us how agencies need to invest in shifting away from reactive customer experience to proactively offering digital solutions.”
“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.
Investing in content services can greatly improve CX and casting a content services partner will ease your agency’s journey to better CX.
Federal agencies are notoriously siloed, but citizens do not see these bureaucratic divides. How can agencies bridge the gap for a better citizen experience?
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.