Improving Citizen Experience

Enhancing Delivery of Citizen Services

Tyler Cremins,
Government Business Council

June 3, 2024

As the service delivery of state and local government evolve, are state and local agencies ready to meet internal and citizen needs? Improving citizen interactions for public sector operations is rooted in improved experience and technology. How have organizations planned for or begun enhancing citizen service interactions to increase efficiencies and improve the citizen experience? In March and April 2024, GovExec’s Insights & Research Group worked in partnership with NICE to poll a random sample of 100 state and local government employees involved in the management of solutions or services which directly impact constituent experience to answer these questions and more.

Download this Insights and Research Group Flash Poll Report to learn more about:

The status of knowledge management systems in state and local government
Potential impacts of automated proactive communication
Influence of self-service options and technological enhancements to citizen experience

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