How is Government Prioritizing Citizen Experience?

How is Government Prioritizing Citizen Experience?

By Gov CIO Outlook | Wednesday, November 27, 2019

Synchronizing with the digital wave, governments all over the globe are increasingly focusing on customer experience as the aim of better customer satisfaction, efficiency, and mission-effectiveness. Governments are treating citizens like customers to drive triple value impact.

FREMONT, CA: Governments all over the globe understand the central importance of the citizen experience and are dedicating their resources toward making it better. Recent advances in digital technologies, coupled with new insights extracted from behavioral science, governments are pursuing CX more seriously.

This is coinciding with the digital wave in government, the Office of Management and Budget, United States, directed all the executive branch agencies to incorporate CX into their strategic decisions, design, and culture of services, in 2018.

The government agencies are adopting various but highly complementary approaches in their CX efforts, reflecting different missions, starting points, and challenges.

Human-centered Design

The human-centered design views issues from the users’ perspective and develops solutions that consider their needs. Human-centered desig

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n can increase program buy-in, lower errors, and costs, and improve processes and efficiencies while promising a better CX in the government programs.

The US Department of Veteran Affairs has redesigned its website to develop a personalized experience for its customers and to mitigate the requirement for multiple logins.

Service Design

Service designs merge the human-centric design with another workflow to regulate processes, infrastructure, and processes in order to improve the quality of interactions between the government and its customers. This unified interference can improve productivity, efficiency, and mission-effectiveness, as well.

The government technology are using service design to better back-stage processes and front-facing interfaces. These changes allow small businesses and inventors to navigate the patent process better.

Inclusive Design

Governments are moving toward leveraging the concept of inclusive design or universal design to make their programs and services accessible to every citizen. It all started with emphasizing physical infrastructure to accommodate physical landscape, like lowering curbs and adding ramps to providing wheelchairs, has now emerged to foster digital democracy, and assist various views as well as mental handicaps.

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