As technology continues to evolve, so do the ways the federal government interacts with citizens.
Citizens seeking immigration information, benefits, tax forms and a slew of other government services are by definition customers of the largest service provider in North America. Based on their interactions with other industries, like retail outlets and banking institutions, citizens expect those services delivered to them through smartphones and easy-to-use, intuitive applications, and on their own time.
This is where the federal government falls behind in customer experience. Despite a major push by the Obama administration to improve customer service, research suggests a divide between what citizens and service users want and what the government believes they want. This conflict leads to problems for many agencies and the growing number of citizens, customers and external stakeholders expecting top-level user experience and digital ease.
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On Wednesday, Nov. 30 at the Newseum, Government Executive will address these and other issues at the Digital Citizen Summit. We’ll begin with a keynote from Thomas Hayes, general manager of Uber for Washington, D.C., Maryland and Virginia, who will discuss the innovative transportation company’s customer experience strategy.
We’ll then host panels highlighting where user experience is transforming government, how government is engaging citizens through social and other digital channels, and how U.S. efforts in digital government stack up against those of other nations. Agencies represented include the CIA, Internal Revenue Service, Interior Department, NASA, the White House and others.
We’ll also host a 15-minute presentation outlining recommendations for the Trump administration by Martha Dorris, who previously championed customer experience efforts at the General Services Administration.
For more information or to register, click here.