In the private sector, it’s often said that if you don’t take care of your customers, somebody else will. In the public sector, it’s a different story because constituents typically cannot turn to a competitor if an agency fails to deliver quality services.
That’s what makes omnichannel communication so vital to improving the constituent experience, said Michael “M.J.” Jackson, Global Head of Industries at Docusign. Agencies need to ensure services are available through whatever channels constituents prefer, whether that’s the web, email, social media or text messaging.
“The goal should be, though, that every option provides the same level of experience, the same level of intuitiveness and immersive engagement, regardless of how an individual chooses to interact with the particular government agency,” Jackson said.
In this video interview, Jackson describes how a focus on omnichannel communications can result in higher constituent satisfaction and deliver improved outcomes. Topics addressed include:
- The role of accessibility in delivering effective omnichannel communications
- Three factors that shape a constituent’s experience with government
- The connection between a better employee experience and improved constituent services
This interview is part of our guide, “CX: Reaching People Where They Are.” For more about how agencies are using tools like omnichannel communications to reach constituents, download the guide: