Customer experience (CX) in government is about more than any single web form, survey, portal, or online claims submission. CX also considers the perceptions, preferences, and sentiments for an individual, business, or organization as they interact across the various channels of an agency’s program or service. For decades, accessing government services meant taking time off work or school to travel to government offices, fill out forms, wait in lines, engage with public servants, and navigate the labyrinth of government systems. This process created accessibility barriers for huge segments of the population, including shift workers, those who rely on public transit, and people with disabilities.
The private sector has focused on customer experience for years, but this alone is not enough for the complexity of government services. Many commercial organizations, even large well-known ones, have chosen not to invest in basic security and accessibility features. The government does not have that option. Government agencies must ensure access and transparency for EVERYONE — every age, every ethnicity, in every location, and every language — while also delivering on the public’s high expectations for security and rebuilding trust.
Download our latest whitepaper, The Power of the Engaged Customer, to learn how Granicus customers have a unique advantage when it comes to delivering positive customer experiences and improved outcomes.