Public-sector customer experience gets to the heart of how employees and constituents interact with perceive agencies’ products and services. Yet pleasing both groups grows harder every time government workforce, budget and other constraints change.
Customers have shifting expectations for the government and it’s necessary for government to engage people where they are.
“Citizen engagement and participation are crucial to community buy-in and incorporating citizen voices into decision-making.”
“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.”