Overview
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. Two main strategies can improve CX: giving better options for constituents to serve themselves and providing better tools to contact center agents and caseworkers to deliver excellent service.
The stakes are high for delivering excellent service, since positive everyday interactions are a key component of building trust between citizens and the government. Whether people ask for a driver’s license renewal or a tree removal, they want their request to be received and addressed promptly.
But many agencies operate with siloed legacy technologies that make it difficult to meet rising constituent expectations. Modern CX tools can give a more complete view of their constituents and expand service options.
Learn how new tools can build trust:
- Multi-channel self-service options allow constituents to access government services more easily.
- Empowered live agents allow them to proactively share accurate, up-to-date information with constituents.
- Effective knowledge management allows consistent information to be shared via self-service and live agents.
