Digitized services are here to stay, with 78% of the public seeing the benefits of using virtual agents, as it lets them conduct their business quickly and efficiently.
In fact, improving digital services was ranked as the second-highest priority (behind cybersecurity) for state chief information officers. It sounds straightforward, but there are layers supporting any public-facing service, including technology, compliance, budget and skilled staff, to name a few.
This report looks at some of the challenges agencies face in improving customer service and how to overcome them.
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