Agencies need to transform the customer experience (CX), employee experience (EX) and technology that they have to imitate the private sector.
Posts Tagged: CX
Using cloud computing’s on-demand, decentralized capabilities, the Content Cloud enables agencies to create, govern and share their content digitally.
MyFlorida is an innovative, digital reimagining of how constituents interact with local driver license and motor vehicle service centers.
In today’s digital age, people are not only comfortable with online self-service options such as chatbots, they expect them.
The public expects private-sector businesses to serve them continuously and digitally and, increasingly, they expect the same in the public sector.
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.