Search Results for: citizen

Connecting to Data and People for Improved Citizen Service

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key focus of the CX EO was reducing the "time tax" by simplifying processes for applying for federal aid - particularly in areas where there was already high stress like disaster assistance, financial shock, or adding children to a family. The programs that have emerged as early solutions have focused on two key areas - understanding the journey and experience of the customer and enabling better data sharing across organizations. Continue reading →

Citizen Service for the Most Vulnerable

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Citizen experience is a key priority across government. Agencies are taking a new look at citizens as customers and simplifying how they deliver services. At no time is that simplification more important than at times of crisis. The government provides critical support to citizens impacted by natural disasters, public health emergencies, terrorism, and economic insecurity. There are some incredible examples of how government is applying technology to meet the needs of vulnerable populations. Continue reading →

As Doors Open…Citizens Still Want to Meet Online

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As we emerge from the isolation of the pandemic and begin interacting in person again, it will be in a world that looks and feels a lot different. While we crave human interaction, that does not mean we want to go back to standing in lines at office buildings to complete certain tasks. Over the past year, people have gotten used to doing things virtually. Government agencies have made incredible progress moving traditionally manual, paper-intensive, in-person processes online, and there’s no reason that should stop now that in-person is an option. Continue reading →

How Identity Management Can Drive Improved Citizen Experience

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Citizen Experience is a focus of government agencies from federal to state and local. Governments are working to give citizens the same service experience they get as consumers in the commercial market. A huge piece of this is understanding who the citizen is and creating a “journey” tailored to their needs. This starts with the rather technical and security-minded practice of identity management. Continue reading →