Customer service goes digital iStock
Centering the Customer in Critical Services
A Research Report on Digital Customer Experience in Government
The government is often spoken of as a "one-stop shop" for the American public, providing unique and critical services. However, customer experience with the government is not always positive -- in 2019, the American Customer Satisfaction Index reported that citizen satisfaction with government services had fallen for the second year in a row. The COVID-19 pandemic has put further pressure on agencies to find efficient and effective ways of providing their services. How can agencies improve their relationships with the public, and make it easier to share information?
Download this GBC Issue Brief to learn more about:
- The challenges posed by the COVID-19 pandemic
- Technology-based solutions to an increasingly remote experience
- Use cases of innovation by federal and state government
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