There is tremendous momentum around customer experience in public service today
A decade’s worth of technology and lifestyle changes, the impact of the pandemic and constantly evolving customer needs have created the opportunity for government to refocus their experience lens. Addressing the opportunity means getting in sync with not only what people need and want, but with how they live their lives.
A profound shift is underway from isolated transactions and agency silos to holistic, informed experiences and better outcomes. Making this shift goes beyond developing portals and digitizing transactions. It is life-centric and experience driven. It takes transforming strategies, systems and ways of working to deliver simple, human and secure experiences across channels.
