Scaling Self-Service to Improve Public Sector Customer Experience

Almost all (95%) government agency leaders at all levels say they plan to invest in emerging technologies over the next five years, including generative AI (35%), yet only a fraction achieve measurable and sustainable service improvements.

Part of the challenge is reexamining the metrics used to track improvements in customer service (CX); after all, what is measured should change depending on whether government customers are being assisted by human agents or agentic agents.

Learning Objectives:

• Develop actionable strategies for leveraging analytics and advanced technology integration
• Translate digital initiatives into sustained improvements in stakeholder engagement, transparency, and service reliability
• Navigate legislative mandates and rapidly changing policies with confidence, aligning program delivery with measurable agency goals