by Kurt Schroeder and John Seeds
The average U.S. citizen expects superior service and outcomes from public sector work. This expectation certainly derives from the expectations that have grown out of the customer-centric approach private companies use in their processes, communications, and service efforts. How, then, can the government improve its citizens’ viewpoint? Quite simply, it must turn its attention to the citizen experience, thereby keeping up with the fast-paced, technology-based innovations coming from the private sector.
This whitepaper examines the challenges government agencies face in delivering quality experience, and the strategies available to overcome them.