COVID-19’s requirement of contactless interactions created an urgent need for all sectors to improve services and accelerated their adoption of digital efficiencies.

While the world adjusted, U.S. constituents are noticing a lack of improvement in experiences and interactions with government agencies compared to other customer experiences (CX).

However, governments are not turning a blind eye to their trailing ratings. In fact, efforts to improve customer experiences are heightened through the reinstatement of Part 6 of OMB Circular A-11, guidance directing federal agencies to track progress regarding customer experience goals and the delivery of government services, and similar state and local government initiatives like Ohio’s InnovateOhio program and California’s established common standards for web design and digital services.

With citizens expecting more innovation, improved service delivery, and greater engagement with their governing bodies, continuing to improve government CX is more important than ever.

This virtual seminar discussed the key to transforming customer experience and citizen engagement. During the event we: