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Where public agencies are investing to improve customer service

October 17, 2022

Technology advancements and the increase in digital tools offer the potential to improve the delivery of public services. The customer and citizen experience (CX) matters—and like counterparts in the private sector, state, county and municipal government agencies recognize that providing a better and seamless user experience is critical. But offering integrated services that citizens can access at any time across various channels is just one aspect of CX. Public sector leaders need to also consider the underlying infrastructure and applications to give employees the tools and information necessary to respond quickly and efficiently to citizens’ needs, a new study suggests.

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