![]() Now, consider the data that state governments and agencies collect-from driver’s licenses to vehicle and business registrations, recreation and professional certifications as well as eligibility/enrollment records. ![]() ![]() Modern digital CX is remarkable-and it all starts with data. The private sector has spent two decades inventing and refining processes and cues that guide consumers to navigate their options and complete their transactions quickly. ![]() Think about the personalized experience and how these sites and apps serve up relevant, personalized and practical information and recommendations. By providing secure and consumer-focused interactions across state government, agencies can benefit themselves and the citizens they serve.īy putting the consumers’ expected outcomes at the core of their government interactions, state agencies can deliver a focused all-of-government experience that achieves greater efficiencies for employees and contributes to deeper trust and a more positive perception of state government among residents.įor a moment, consider some of the largest, most well-known online storefronts and the goods and services they provide. Excellent customer service, digital and offline alike, can happen in government, and it will start to happen more often. So why doesn’t the same level of personalization and ease of use extend to interactions with state and local government? As a result, elegant, user-focused design, interfaces and experiences calculated to anticipate specific and personal needs have quietly become the norm. Today, consumers expect and often receive a personalized experience when they shop online.
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