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.
More important than customer experience jobs in gov are the individuals who occupy those roles, their self-awareness and leadership support.
Rather than making accessibility an afterthought yet again, the government can seize this opportunity to design solutions that truly serve all. What’s more, it turns out accessible design actually improves overall CX tremendously.
“If a citizen gets a great experience for parking via a mobile app that was created by the private sector, why can’t they have that great experience with a government-based agency?”
Here is how one city handled the increasing demand and elevated expectations for digital services while accommodating the needs of a hybrid workforce.
Designing digital services to address emotional needs increases the chance citizens will successfully engage with your organization.
Using cloud computing’s on-demand, decentralized capabilities, the Content Cloud enables agencies to create, govern and share their content digitally.
Equitable listening is the backbone of leadership, from agency front lines to the C-suite. Seeking to understand the needs of those we serve is paramount.
In today’s digital age, people are not only comfortable with online self-service options such as chatbots, they expect them.
Delivering goods and services is the first purpose of local government. However, a critical part of that mission is not just the actual goods and services, but how they are delivered. In this article, we’ll discuss the issues with traditional citizen experience (CX) metrics in state and local agencies and share best practices for how… Read more »