The way citizens perceive public services, as well as the way they expect state and local governments to deliver them, continues to rapidly evolve. Driven by the real-time, personalized and multi-channel customer service of the private sector, citizens have similar expectations for speed, responsiveness and mobility from public services.
Some of the key initiatives include replacing obsolete legacy systems with cloud-enabled and mobile solutions. These innovative solutions allow your government agency to enhance transparency and accountability with interactive dashboards, improving service and decision-making with real-time data and ultimately, applying an enterprise approach to achieve operational efficiency.
It’s important to keep up with expectations.
For example, two-thirds of citizens identified ease of interaction as being most important when accessing government services online, according to an Accenture 2019 survey. In the same survey, 51 percent of citizens said they would increase their use of digital government services if they could access multiple government services from a single online portal. And more than half said that if the government could better communicate how tech solutions will improve their lives, it would increase their trust in government services.
In response to citizens’ expectations in the digital era, state and local leaders are embracing technology to change the face they present to their citizens. They’re changing the way citizens see and view government portals — beyond just electronic phone books to find who to call when they need something. Smart leaders are realizing that a portal isn’t just a phone directory. It’s a giant step toward transforming government inside and out.
And you can do this with one pivotal solution — a modern, integrated content services platform.