How Customer Experiences are Transforming Government-Citizen Relationships

By Kirsten Oelrich 2 min read

The digital transformation wave is sweeping across the public sector. As more and more citizens expect governments to adopt the customer-centric outlook of private sector enterprises, we are witnessing a never-before consumerization of government services.

But this dramatic shift towards a consumer-first approach has created a formidable customer experience challenge for government agencies − today’s hyper-connected digital natives expect personalized, relevant, and consistent experiences across their digital journeys and government enterprises must gear up to meet this new norm.

Gone are the days when government-citizen engagement was just a routine, monotonous, outcome-oriented affair. The digital landscape of today is constantly evolving and government agencies must now find new ways to not just deliver service cost-effectively, efficiently, and securely, but also create relationships based on personalized 1-to-1 experiences.

However, as customer expectations continue to rise, managing experiences has become increasingly challenging. Keeping track of multiple touchpoints and providing a great experience on each one is a significant task.

Faced with these challenges, how can you create and deliver the next generation of government services to citizens across all channels and devices? How can you ensure that the experiences you deliver persuades citizens to trust in your mission?

Let’s look at the 3 key areas you must focus to attract, engage, and convert the always-connected consumer.

Enable a Multi-Channel Interface

Today’s always-connected citizens expect every brand-customer relationship to be active across channels and devices. And this is not limited to private sector enterprises alone. Citizens expect seamless omni-channel experiences with public sector companies at all times and across all touchpoints.

Listen to Your Customers

Feedback has conventionally been under-utilized by public sector agencies. But customers want to be heard—and agencies must take a feedback-based path to continuous customer experience improvement. Government enterprises can capture customer feedback through periodic batch surveys as well as immediate post-engagement follow-up surveys. These short, simple questionnaires enable agencies to find out exactly what customers think about them.

Engage Citizens Proactively

To build solid relationships with citizens, government agencies must act promptly and decisively to customer queries. They must also take the initiative and contact customers with relevant updates. Agencies that are proactive about customer communication don’t just build better customer relationships but also reduce costs.

Explore Additional Resources

Learn more on how to select the Right CMS for your business and excel the Digital Experience.

Reach out to our Adobe Experience Cloud Consulting team which specializes in helping you deliver seamless, intelligent, and personalized customer experiences.

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Over the past 20 years, we have completed thousands of digital projects globally. We have one of the largest and deepest multi-solutions digital consulting teams in the world. Our proprietary processes and years of Digital Experience expertise have earned us a 97% customer satisfaction rating with our clients ranging from Global Fortune 1000 to Mid-Market Enterprises, leading educational institutions, and Non-Profits.

DesignRush has recognized TA Digital as a top Creative Agency.

About TA Digital

TA Digital is the only global boutique agency that delivers the “best of both worlds” to clients seeking to achieve organizational success through digital transformation. Unlike smaller, regional agencies that lack the ability to scale or large organizations that succumb to a quantity-over-quality approach, we offer resource diversity while also providing meticulous attention to the details that enable strategic success.

Over the past 20 years, TA Digital has positioned clients to achieve digital maturity by focusing on data, customer-centricity and exponential return on investment; by melding exceptional user experience and data-driven methodologies with artificial intelligence and machine learning, we enable digital transformations that intelligently build upon the strategies we set into motion. We are known as a global leader that assists marketing and technology executives in understanding the digital ecosystem while identifying cultural and operational gaps within their business – ultimately ushering organizations toward a more mature model and profitable digital landscape.

Recognized in 2013, 2014, 2015, 2019, and 2020 Inc. 5000 list as one of the most successful technology companies in the United States, TA Digital is pleased also to share high-level strategic partnerships with world class digital experience platform companies like Adobe, SAP and Salesforce and possess global partnerships with industry leaders such as Sitecore, Episerver, Elastic Path, BigCommerce, AWS, Azure and Coveo.

Kirsten Oelrich

Written By

Kirsten Oelrich