Do Government Digital First Strategies Actually Deliver?
I can’t think of any government organization that doesn’t have some form of digital-first strategy in place. However, I also don’t know of any government organization that would claim to have achieved their digital-first goals—let alone exceeded them.
Instead, I hear complaints, such as “It’s too easy for citizens to pick up the phone,” and “We’ve invested heavily in putting services online, but no one is using them.”
Why are government organizations still struggling to get citizens to use their online services? In short, I believe that—despite best intentions—online government services are not designed from the customer perspective. Do any of these scenarios sound familiar to you?
- The online experience is inconsistent. It is a “patchwork quilt” of different colors and layouts dictated by the different underlying departments and services.
- Home pages comprise a myriad of menus and menu options with confusing government-centric language.
- Customers need multiple user accounts to access all of the online services.
- Complex forms aren’t pre-populated with known information and can’t be saved for future completion.
- Services result in the creation of emails that need to be handled by an expensive “middle office.”
- There is little or no personalization, such as that experienced when using online retailer websites, meaning customers always have to search for the information or service they want.
- The online search capability is poor.
It doesn’t have to be this way! An upcoming Verint webinar on March 30 will help you learn how you can bring online retailer-type experiences to your government services, so that:
- Your online experience has a consistent look and feel across different departments and services.
- Home pages comprise a simple, customer-centric view of services, underpinned by a powerful, easy-to-use search capability.
- Customers have a single account that provides access to all online services.
- Complex forms are pre-populated based on known information and can be saved for completion at a future date.
- Online services are integrated end-to-end, meaning there is no expensive middle office.
- Information and services find the customer through personalization
Digital-first strategies that incorporate these capabilities can contribute to not only delivering on, but perhaps even exceeding, your goals. Register today and join us on March 30 at 1 p.m. ET. I look forward to not just sharing ideas with you, but also showing you how this can be delivered in practice.
The post Do Government Digital First Strategies Actually Deliver? appeared first on Customer Experience Management Blog.
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