Governments are adopting customer centric approaches to enhance citizen satisfaction, improve service delivery, and foster greater trust and engagement. In 2021 Executive Order was issued by White House to Transform Federal Customer Experience and Service Delivery to rebuild trust in Government [1]. An alarmingly high percentage of citizens rated government service experience as “poor” or “very poor” according to American Customer Satisfaction Index, 2021.
2023, McKinskey conducted a survey of 30,000 customers to assess their experience with more than 40 high-impact service provider (HISP) commitments and five life experiences prioritized in the 2021 executive order on transforming customer experience in federal agencies [2]. While citizen satisfaction has increased in most categories, government still lags behind the private sector, and the satisfaction in US Federal Government overall ranks lower than the lowest-rated federal service.
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As the roadmap to citizen satisfaction and government organizations to merge and fluently come together, and as the needs and expectations on both ends are continuously evolving, further investments to technological advancement needs to be made. We explore a few technology trends that can facilitate and further improve the relationship between governments and citizens, creating a more transparent, efficient, and accessible government system.
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[1] https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/
[2] https://www.mckinsey.com/industries/public-sector/our-insights/how-us-government-leaders-can-deliver-a-better-customer-experience
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