Improving the Customer Experience - Digitally

Technological advances are altering employee and citizen expectations. Hand-held devices allow users to obtain what they want, when they want it and, in the desired format. Citizens are spending more time online than ever before and have come to expect equal service capabilities from government and the private sector. Modern technology has placed the digital customer experience front and center.

The Digital Experience is the sum of digital interactions between a citizen and government. Many agencies have deployed new capabilities to improve the customer experience digitally. Our goal today is to highlight how a few agencies are using digital solutions to drive impactful change.