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Government Executive – The Future Is Now – CX Issue Brief.pdf

the_future_is_now_highpoint_issue_brief_june2017.pdf
Preview of Government Executive – The Future Is Now – CX Issue Brief
🔗 Source: highpointdigital.com
📊 Size: 1.77 MB
📄 Pages: 6 pages
⬇️ Downloads: 68

Summary

The federal government is struggling to adapt its services to meet citizen needs, despite rapid technological advances. The citizen experience (CX) is key to modernization efforts, but agencies must recognize what CX is and isn't. CX is the overall perception of the government formed by interactions with agencies, and it's more than just a technology facelift or customer service. Proactive, citizen-minded government is necessary to sustain a positive CX. Despite ongoing efforts, federal agencies continue to receive low marks for CX, but some agencies like the Small Business Administration and U.S. Postal Service have achieved success by leveraging feedback and understanding government's unique operational models. The Department of Veterans Affairs has also improved its CX focus by listening to citizens and revising policies. Government-specific challenges to improving CX include the inside-out mentality, where agencies focus on internal priorities rather than citizen needs, and the need for a unified CX culture to support shared technology.

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Description

The federal government is struggling to adapt its services to meet citizen needs, despite rapid technological advances.

Technical Information

  • File Format: PDF
  • File Size: 1.77 MB
  • Pages: 6
  • Language: EN
  • Total Downloads: 68
  • Last Updated: 1 month ago

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