When it comes to interacting with the public sector, citizens have high expectations. After all, agencies at the state, local, and federal levels are responsible for addressing their constituents’ needs. Unfortunately, people who reach out to the government to resolve their issues typically find the experience negative at best.
Data shows that an astonishing 80% of federal agencies score in the lowest two categories of customer experience (poor or very poor), according to Forrester. Those at the local and state level are in a similar situation.
But it doesn’t have to be this way. Digital solutions can vastly improve citizen services. The time to change has arrived – government agencies need to start embracing their digital transformation sooner rather than later.