Governments are embracing modernization and digitization to enhance the accessibility and user-friendliness of their agencies’ services. The ultimate goal is to create a seamless experience for citizens. However, with numerous agencies and services available, citizens often struggle to find the right information or agency, leading to missed deadlines, lack of awareness about their rights and benefits, and confusion regarding application processes, to name a few.
Leveraging cutting-edge technology tools such as automation, self-service, and Generative AI, governments can establish an integrated digital ‘front door’ for citizen services. This approach aims to eliminate friction and frustration, making interactions smoother and more efficient.
Watch our On Demand webinar to learn from NICE’s Government CX experts how you can:
- Define a digital front door that enables citizens to interact seamlessly with state agencies across various channels.
- Simplify service accessibility through automated self-service options and proactive engagement tools using natural language.
- Enhance employee experience by providing real-time agent assistance and ensuring consistent, compliant knowledge across departments and channels.
- Continuously improve service quality by leveraging advanced reporting and analytics in your contact center operations.
The ROI of VOC in Government Institutions
As customer expectations of for-profit companies increase around timely service, personalization, and quality, these expectations increasingly carry over to the public sector.
Metrigy Research Report: Building Trust in Government via CX Excellence
In 2022, 38% of agencies completed a CX transformation initiative, and 33% have one planned for 2023. Have you started yours? The new Metrigy report reveals how agencies are stepping up to the digital CX challenge and you can too.
Transforming Government (CX) Experiences Every Day
Citizens want more from their constituent experiences (CX), and state and local officials also want to deliver better CX. Citizens want to be able to access services and information quickly, through a multitude of digital channels.
