The benefits of understanding your customer journey and applying integrated digital solutions to meet citizen expectations are endless. But most important is that government agencies that understand those journeys are best equipped to deliver on their mission of serving citizens.
In a recent interview, Chief Technology Officer Bob Osborn at ServiceNow explained that this interaction must become the new norm for government. He explained that rising citizen demands make it imperative that agencies pursue new solutions, including intelligent agents, to create seamless experiences for constituents.
A ServiceNow survey of customer service leaders across industries found that the most successful service departments adopt three best practices.
Providing effective government engagement is a top priority of most agencies. A person-centered approach creates a full picture of the individual, not just someone who is receiving services.
Agencies need a way to seamlessly integrate citizens’ preferred communication streams in order to drive an improved experience. Learn how by reading this post.
The Partnership for Public Service held its second “Transforming Customer Experience in Government” summit on Thursday to discuss the major strides and challenges that agencies are facing with customer experience (CX).
Government needs to look past single solutions that promise faster processing times or increased productivity. Instead, agencies must holistically rethink their entire organizational culture, including strategies and solutions, for transformative CX change.
GovLoop spoke with representatives from TSA and OPM to learn how federal agencies have prioritized and improved customer experience.
Government needs to look past single solutions that promise faster processing times or increased productivity. Instead, agencies must holistically rethink their entire organizational culture, including strategies and solutions, for transformative CX change.
Technologists like systems administrators, web developers and even information officers are rarely framed as the customer service owners of governments. But according to Illinois’ former Chief Digital Officer Hardik Bhatt, that’s exactly what they are.